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~person:"Edvardsson, Bo"
~person:"Klaus, Philipp"
~subject:"Customer satisfaction"
~subject:"United Kingdom"
~type:"article"
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Customer satisfaction
United Kingdom
Dienstleistungsqualität
39
Service quality
39
Beziehungsmarketing
21
Relationship marketing
21
Consumer behaviour
17
Konsumentenverhalten
17
Kundenzufriedenheit
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Customer experience
11
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7
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Edvardsson, Bo
Klaus, Philipp
Han, Heesup
34
Prentice, Catherine
23
Mattila, Anna S.
22
Prybutok, Victor R.
21
Sharma, Piyush
18
Wong, IpKin Anthony
16
Shahin, Arash
14
Balaji, M. S.
13
Söderlund, Magnus
13
Bilgihan, Anil
12
McColl-Kennedy, Janet R.
12
Grégoire, Yany
11
Gustafsson, Anders
11
Ali, Faizan
10
Amin, Muslim
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Jang, Soocheong
10
Ladhari, Riadh
10
Quach, Sara
10
Roy, Sanjit
10
Sreejesh, S.
10
Su, LuJun
10
Van Vaerenbergh, Yves
10
Gong, Taeshik
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
Izogo, Ernest Emeka
9
Qin, Hong
9
Torres, Edwin N.
9
Akroush, Mamoun N.
8
Bujisic, Milos
8
Gruber, Thorsten
8
Gursoy, Dogan
8
Marimon, Frederic
8
Miao, Li
8
Propper, Carol
8
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8
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Journal of service management
3
The journal of services marketing
3
International journal of quality and service sciences
2
Journal of business research : JBR
2
International journal of market research
1
Journal of retailing and consumer services
1
Journal of service research
1
Marketing letters : a journal of research in marketing
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
The international journal of bank marketing : IJBM
1
The service industries journal
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ECONIS (ZBW)
17
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1
Money for nothing : the impact of compensation on customers' bad-mouthing in service recovery encounters
Arsenovic, Jasenko
;
Edvardsson, Bo
;
Otterbring, Tobias
; …
- In:
Marketing letters : a journal of research in marketing
34
(
2023
)
1
,
pp. 69-82
Persistent link: https://www.econbiz.de/10014265992
Saved in:
2
Where is customer experience (CX) research heading? : a personal commentary
Klaus, Philipp
- In:
The journal of services marketing
37
(
2023
)
6
,
pp. 700-705
Persistent link: https://www.econbiz.de/10014314392
Saved in:
3
The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker
;
Klaus, Philipp
;
Manthiou, Aikaterini
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
Saved in:
4
Justice (is not the same) for all : the role of relationship activity for post-recovery outcomes
Arsenovic, Jasenko
;
De Keyser, Arne
;
Edvardsson, Bo
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 342-351
Persistent link: https://www.econbiz.de/10012643777
Saved in:
5
Measuring customer experience quality : the EXQ scale revisited
Kuppelwieser, Volker
;
Klaus, Philipp
- In:
Journal of business research : JBR
126
(
2021
),
pp. 624-633
Persistent link: https://www.econbiz.de/10012494329
Saved in:
6
Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature
De Keyser, Arne
;
Verleye, Katrien
;
Lemon, Katherine N.
; …
- In:
Journal of service research
23
(
2020
)
4
,
pp. 433-455
Persistent link: https://www.econbiz.de/10012391607
Saved in:
7
The dawn of traditional CX metrics? : examining satisfaction, EXQ, and WAR
Imhof, Gustavo
;
Klaus, Philipp
- In:
International journal of market research
62
(
2020
)
6
,
pp. 673-688
Persistent link: https://www.econbiz.de/10012308994
Saved in:
8
Experience co-creation in financial services : an empirical exploration
Ponsignon, Frederic
;
Klaus, Philipp
;
Maull, Roger S.
- In:
Journal of service management
26
(
2015
)
2
,
pp. 295-320
Persistent link: https://www.econbiz.de/10011401343
Saved in:
9
Recovering service failure through resource integration
Xu, Yingzi
;
Tronvoll, Bård
;
Edvardsson, Bo
- In:
The service industries journal
34
(
2014
)
16
,
pp. 1253-1271
Persistent link: https://www.econbiz.de/10010492121
Saved in:
10
Customer experience from a self-service system perspective
Åkesson, Maria
;
Edvardsson, Bo
;
Tronvoll, Bård
- In:
Journal of service management
25
(
2014
)
5
,
pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
Saved in:
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