| Are all smiles created equal? How emotional contagion and emotional labor affect service relationships T Hennig-Thurau, M Groth, M Paul, DD Gremler Journal of Marketing 70 (3), 58-73, 2006 | 1519 | 2006 |
| Shopping benefits of multichannel assortment integration and the moderating role of retailer type O Emrich, M Paul, T Rudolph Journal of Retailing 91 (2), 326-342, 2015 | 229 | 2015 |
| Toward a theory of repeat purchase drivers for consumer services M Paul, T Hennig-Thurau, DD Gremler, KP Gwinner, C Wiertz Journal of the Academy of Marketing Science 37, 215-237, 2009 | 184 | 2009 |
| One firm, one product, two prices: Channel-based price differentiation and customer retention J Vogel, M Paul Journal of Retailing and Consumer Services 27, 126-139, 2015 | 92 | 2015 |
| Is this smile for real? The role of affect and thinking style in customer perceptions of frontline employee emotion authenticity AT Lechner, M Paul Journal of Business Research 94, 195-208, 2019 | 75 | 2019 |
| Customer experience: Conceptualization, measurement, and application in omnichannel environments M Gahler, JF Klein, M Paul Journal of Service Research 26 (2), 191-211, 2023 | 69 | 2023 |
| Managing service relationships in a global economy: Exploring the impact of national culture on the relevance of customer relational benefits for gaining loyal customers T Hennig-Thurau, KP Gwinner, DD Gremler, M Paul Research on international service marketing: A state of the art 15, 11-31, 2005 | 46 | 2005 |
| Tightening or loosening the “iron cage”? The impact of formal and informal display controls on service customers M Paul, T Hennig-Thurau, M Groth Journal of Business Research 68 (5), 1062-1073, 2015 | 32 | 2015 |
| Can economic bonus programs jeopardize service relationships? T Hennig-Thurau, M Paul Service Business 1, 159-175, 2007 | 30 | 2007 |
| How gifts influence relationships with service customers and financial outcomes for firms A Marchand, M Paul, T Hennig-Thurau, G Puchner Journal of Service Research 20 (2), 105-119, 2017 | 28 | 2017 |
| Frontline employees’ display of fake smiles and angry faces: When and why they influence service performance AT Lechner, F Mathmann, M Paul Journal of Service Research 25 (2), 211-226, 2022 | 27 | 2022 |
| Measuring customer experiences: a text-based and pictorial scale M Gahler, JF Klein, M Paul Marketing Science Institute Working Paper Series Report, 2019 | 23 | 2019 |
| Not all smiles are created equal: how employee-customer emotional contagion impacts service relationships T Hennig-Thurau, M Groth, M Paul, DD Gremler Marketing, Technology and Customer Commitment in the New Economy …, 2015 | 18 | 2015 |
| Toward holistic frontline employee management: An investigation of the interplay of positive emotion displays and dress color M Bruder, AT Lechner, M Paul Psychology & Marketing 38 (11), 2089-2101, 2021 | 14 | 2021 |
| Subtle but spotted? Influencing factors of customer-perceived weight discrimination SN Kralj, AT Lechner, M Paul Journal of Services Marketing 33 (5), 532-546, 2019 | 8 | 2019 |
| Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges T Hennig-Thurau, M Paul Service Excellence als Impulsgeber: Strategien—Management—Innovationen …, 2007 | 8 | 2007 |
| Channel-based price differentiation: does it affect customer retention and is it feasible for mobile communications retailers? M Paul, J Beckmann Marketing Theory and Applications 131, 2012 | 6 | 2012 |
| Celebrity endorser scandals and competitor firm value J Kleine, N Friederich, M Paul Journal of Advertising 53 (2), 262-277, 2024 | 5 | 2024 |
| Determinanten der Kundenbindung M Paul, T Hennig-Thurau Handbuch Kundenbindungsmanagement 7, 81-109, 2010 | 5 | 2010 |
| What drives consumption and engagement on online media sharing platforms? An investigation of YouTube M Paul, T Hennig-Thurau, C Wiertz, B Bohnenkamp | 3 | 2013 |
