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New article on tightening or loosening the “Iron Cage” by Prof. Paul has been accepted for publication in the Journal of Business Research


The article “Tightening or Loosening the 'Iron Cage'? The Impact of Formal and Informal Display Controls on Service Customers”, co-authored by Professor Hennig-Thurau from University of Muenster (Germany) and Markus Groth from UNSW Business School (Australia), has been accepted for publication by the Journal of Business Research. Based on a role-playing experiment the findings suggest that service companies should reconsider their formal control strategies and increase their use of cultural controls.

message of 11.11.2014