Article2001

An Investigation into the Factors Determining the Success of Service Innovations: The Case of Motion Pictures

Thorsten Hennig‐Thurau · Gianfranco Walsh · Oliver Wruck · Tom Tykwer · Dirk Felsmann

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Service and Product Innovation Customer Service Quality and Loyalty Innovation and Knowledge Management

Abstract

Thorsten Hennig-Thurau is Assistant Professor, Department of Marketing, University of Hanover, Germany, (+49) 511 762 4343, (+49) 511 762 5630 (fax), th@muk.ifb.uni-hannover.de. Gianfranco Walsh, Lecturer, Department of Marketing, University of Hanover, Germany, (+49) 511 762 4540, walsh@m2.uni-hannover.de. Oliver Wruck, Consultant, Dievision, (+49) 511 28 87 9116, wruck@dievision.de. The authors thank Pkay Krieg (Screenline GmbH), Tom Tykwer (X-Filme Creative Pool) and Dirk Felsmann (CinemaxX AG), for their support of this research project. We are also grateful to Matthias Bode for his thorough review of an earlier version of this article as well as to three anonymous reviewers of the Academy of Marketing Science Review and especially its editor, Joe Cote, for several important comments.

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References

1996The Behavioral Consequences of Service Quality 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1970Information and Consumer Behavior 1977Marketing Research: Methodological Foundations 1973Free Competition and the Optimal Amount of Fraud 1970Marketing Research 1976The Economics of Information

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