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Philipp 'Phil' Klaus
Philipp 'Phil' Klaus
Professor of Customer Experience Strategy International University of Monaco
Verified email at cranfield.ac.uk - Homepage
Title
Cited by
Cited by
Year
Towards a Better Measure of Customer Experience: Explanatory Power and Generalisability
PP Klaus, S Maklan
International Journal of Market Research 55 (2), 227-246, 2013
10572013
EXQ: a multiple-item scale for assessing service experience
PP Klaus, S Maklan
Journal of Service Management 23 (1), 5-33, 2012
6242012
Customer experience: are we measuring the right things?
P Klaus, S Maklan
International Journal of Market Research 53 (6), 771-792, 2011
6092011
A Framework for Understanding and Managing the Customer Experience.
A De Keyser, K Lemon, P Klaus, T Keiningham
MSI Marketing Institute Working Paper Series, 2015
4722015
Fresh perspectives on customer experience
JR McColl-Kennedy, A Gustafsson, E Jaakkola, P Klaus, Z Radnor, ...
Journal of Services Marketing 29 (6/7), 2015
4452015
Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature
A De Keyser, K Verleye, KN Lemon, TL Keiningham, P Klaus
Journal of Service Research 23 (4), 433-455, 2020
3872020
The case of Amazon.com: towards a conceptual framework of online customer service experience
PP Klaus
Journal of Services Marketing 27 (6), 443-457, 2013
3712013
Flight of the Golden Harpy
S Klaus
Macmillan, 2014
2272014
The role of brands in a service-dominated world
P Klaus, S Maklan
Journal of Brand Management; Brand Management; 15 (2), 115-122, 2007
2262007
Customer engagement in evolving technological environments: synopsis and guiding propositions
LD Hollebeek, DE Sprott, TW Andreassen, C Costley, P Klaus, ...
European Journal of Marketing 53 (9), 2018-2023, 2019
1842019
Bridging the gap for destination extreme sports: A model of sports tourism customer experience
P Klaus, S Maklan
Journal of Marketing Management 27 (13-14), 1341-1365, 2011
1702011
AI voice bots: a services marketing research agenda
P Klaus, J Zaichkowsky
Journal of Services Marketing 34 (3), 389-398, 2020
1682020
Exploring the role of the online customer experience in the firms’ multi-channel strategy–An empirical analysis of the retail banking services sector
P Klaus, B Nguyen
Journal of Strategic Marketing 21 (5), 429-444, 2013
1582013
Measuring customer experience quality: The EXQ scale revisited
VG Kuppelwieser, P Klaus
Journal of Business Research 126, 624-633, 2021
1532021
Are you providing the ‘right’customer experience? The case of Banca Popolare di Bari
P Klaus, M Gorgoglione, D Buonamassa, U Panniello, B Nguyen
International Journal of Bank Marketing 31 (7), 2-2, 2013
1522013
Exploring electronic word-of-mouth (eWOM) in the consumer purchase decision-making process: the case of online holidays–evidence from United Kingdom (UK) consumers
CH Chen, B Nguyen, PP Klaus, MS Wu
Journal of Travel & Tourism Marketing 32 (8), 953-970, 2015
1322015
Retail fairness: Exploring consumer perceptions of fairness towards retailers’ marketing tactics
B Nguyen, PP Klaus
Journal of Retailing and Consumer Services 20 (3), 311-324, 2013
1262013
Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research
A Manthiou, E Hickman, P Klaus
Journal of Retailing and Consumer Services 57, 102218, 2020
1202020
Experience co-creation in financial services: an empirical exploration
F Ponsignon, P Klaus, RS Maull
Journal of Service Management 26 (2), 295-320, 2015
1032015
Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona
P Klaus, A Manthiou
Journal of Services Management, 2020
862020
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