P. Klaus

发表

Show me the money: : Improving our understanding of how organizations generate return from technology-led marketing change

Joe Peppard, Stan Maklan, Philipp Klaus, 2015 .

Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs

B. Edvardsson, P. Klaus, 2014 .

Experience co-creation in financial services: an empirical exploration

Roger Maull, Frederic Ponsignon, Philipp Klaus, 2015 .

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Katherine N. Lemon, T. Keiningham, K. Verleye, 2020 .

Bridging the gap for destination extreme sports: A model of sports tourism customer experience

Stan Maklan, P. Klaus, Philipp Klaus, 2011 .

EXQ: a multiple‐item scale for assessing service experience

Stan Maklan, P. Klaus, 2012 .

New Insights from Practice: Exploring Online Channel Management Strategies and the Use of Social Media as a Market Research Tool

P. Klaus, 2013 .

Measuring Customer Experience

Philipp Klaus, P. Klaus, 2015 .

The role of brands in a service-dominated world

Stan Maklan, Philipp Klaus, Stan Maklan, 2007 .

How Bots Have Taken over Brand Choice Decisions

J. Zaichkowsky, P. Klaus, Adam J. Labecki, 2018, Proceedings of the Future Technologies Conference (FTC) 2018.

A systematic review of measurements of service quality and consumer experience

P. Klaus, 2007 .

The role of service systems in executing customer-service experience strategies: A critical examination of existing practices

B. Edvardsson, P. Klaus, 2014 .

Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

P. Klaus, Aikaterini Manthiou, 2020 .

Customer engagement in evolving technological environments: synopsis and guiding propositions

T. Andreassen, David Sprott, L. Hollebeek, 2019, European Journal of Marketing.

Measuring customer experience quality: The EXQ scale revisited

P. Klaus, V. Kuppelwieser, 2020 .

Customer Experience: The Origins and Importance for Your Business

P. Klaus, 2015 .

The end of the world as we know it? The influence of online channels on the luxury customer experience

P. Klaus, 2020 .

Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research

P. Klaus, Aikaterini Manthiou, E. Hickman, 2020, Journal of Retailing and Consumer Services.

How luxury retail will change forever – The role of atmospherics in the digital era

P. Klaus, 2022, Journal of Retailing and Consumer Services.

A Conceptual Model of Customer Experience Quality and the Development of a Scale for Customer Experience Quality (EXQ)

P. Klaus, 2008 .

Viewpoint: a primer for inclusive service marketing theory

P. Klaus, V. Kuppelwieser, 2020 .

Luxury patient experience (LPX): review, conceptualization, and future research directions

P. Klaus, 2018 .

The road back to relevance: How to put marketing (and marketing scholars) back on the Top Managements’ agendas

B. Edvardsson, P. Klaus, 2014 .

A critical examination of service system's role in implementing customer experience strategies

B. Edvardsson, P. Klaus, 2013 .

Customer Experience : Are we Measuring the Right Things ? 1 Customer Experience : Are We Measuring the Right Things ?

Stan Maklan, Philipp Klaus, Stan Maklan, 2012 .

Towards a Better Measure of Customer Experience

Stan Maklan, Stan Maklan, P. Klaus, 2013 .

The missing link: Fairness as the ultimate determinant of service profitability?!

Y. Baruch, P. Klaus, V. Kuppelwieser, 2018 .

The role of customer experience in the perceived value–word-of-mouth relationship

L. Hollebeek, P. Klaus, V. Kuppelwieser, 2021, Journal of Services Marketing.

What matters most to ultra-high-net-worth individuals? Exploring the UHNWI luxury customer experience (ULCX)

P. Klaus, 2021 .

Viewpoint: conveying managerial relevance into service research

P. Klaus, 2019, Journal of Services Marketing.

Consumer responses to planned obsolescence

P. Klaus, V. Kuppelwieser, Aikaterini Manthiou, 2019, Journal of Retailing and Consumer Services.

Priceless time – The UHNWI's most precious possession: implications for international marketing theory and practice

Jungkun Park, P. Klaus, Annalisa Tarquini-Poli, 2021, International Marketing Review.

Revisiting the Age Construct: Implications for Service Research

P. Klaus, V. Kuppelwieser, 2020 .

Come fly with me: exploring the private aviation customer experience (PAX)

P. Klaus, Annalisa Tarquini-Poli, 2022, European Journal of Marketing.

Getting in with the "In" crowd: How to put marketing back on the CEO's agenda

T. Keiningham, B. Edvardsson, P. Klaus, 2014 .

Fresh perspectives on customer experience

Zoe J. Radnor, Elina Jaakkola, Margareta Friman, 2015 .

Customer experience quality in African B2B contexts

P. Klaus, V. Kuppelwieser, 2021, Journal of Services Marketing.

Viewpoint: phygital – the emperor’s new clothes?

P. Klaus, 2021, Journal of Strategic Marketing.

Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services

Rodoula H. Tsiotsou, P. Klaus, 2021, Journal of Services Marketing.

The convenience of shopping via voice AI: Introducing AIDM

J. Zaichkowsky, P. Klaus, 2021, Journal of Retailing and Consumer Services.

A glimpse of the future retail customer experience – Guidelines for research and practice

P. Klaus, V. Kuppelwieser, 2022, Journal of Retailing and Consumer Services.

Customer Experience: Are We Measuring the Right Things?

Stan Maklan, P. Klaus, 2011 .

The product is me: Hyper-personalized consumer goods as unconventional luxury

M. Rosenbaum, G. Ramírez, P. Klaus, 2019 .

There is a secret to success: Linking customer experience management practices to profitability

Martin Wetzels, P. Klaus, Ruud Wetzels, 2023, Journal of Retailing and Consumer Services.