T
Thorsten Hennig-Thurau
Researcher at University of Münster
Publications - 127
Citations - 19463
Thorsten Hennig-Thurau is an academic researcher from University of Münster. The author has contributed to research in topics: Service (business) & Relationship marketing. The author has an hindex of 44, co-authored 123 publications receiving 17542 citations. Previous affiliations of Thorsten Hennig-Thurau include Bauhaus University, Weimar & City University London.
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Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the Internet?
TL;DR: In this article, a typology for motives of consumer online articulation is proposed, drawing on findings from research on virtual communities and traditional word-of-mouth literature, which is based on the same authors' work.
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Understanding Relationship Marketing Outcomes An Integration of Relational Benefits and Relationship Quality
TL;DR: In this paper, the authors integrate customer satisfaction and commitment as relationship quality dimensions that partially mediate the relationship between three relational benefits (confidence benefits, social benefits, and special treatment benefits) and the two outcome variables.
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The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development
TL;DR: In this paper, the authors developed a conceptual foundation for investigating the customer retention process, with the use of the concepts of customer satisfaction and relationship quality, and developed a more comprehensive view of the customer's quality perception.
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The Impact of New Media on Customer Relationships
Thorsten Hennig-Thurau,Thorsten Hennig-Thurau,Edward C. Malthouse,Christian Friege,Sonja Gensler,Lara Lobschat,Arvind Rangaswamy,Bernd Skiera +7 more
TL;DR: In this article, the authors introduce a new "pinball" framework of new media's impact on relationships with customers and identify key new media phenomena which companies should take into account when managing their relationships with customer in the new media universe.
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Electronic Word-of-Mouth: Motives for and Consequences of Reading Customer Articulations on the Internet
TL;DR: It is illustrated that consumers read on-line articulations mainly to save decision-making time and make better buying decisions, and structural equation modeling shows that their motives for retrieving on-lines articulations strongly influence their behavior.