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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
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Fresh perspectives on customer experience
McColl-Kennedy, Janet R.; Gustafsson, Anders; Jaakkola, … - In: The journal of services marketing 29 (2015) 6/7, pp. 430-435
Persistent link: https://www.econbiz.de/10011418250
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Show me the money : improving our understanding of how organizations generate return from technology-led marketing change
Maklan, Stan; Peppard, Joe; Klaus, Philipp - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 561-595
Persistent link: https://www.econbiz.de/10011309582
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Towards practical relevance : delivering superior firm performance through digital customer experience strategies
Klaus, Philipp - In: Journal of direct, data and digital marketing practice … 15 (2013/14) 4, pp. 306-316
Persistent link: https://www.econbiz.de/10010385968
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The case of Amazon.com : towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)
Klaus, Philipp - In: The journal of services marketing 27 (2013) 6, pp. 443-457
Persistent link: https://www.econbiz.de/10010198163
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Are you providing the "right" customer experience? : the case of Banca Popolare di Bari
Klaus, Philipp; Gorgoglione, Michele; Buonamassa, Daniela; … - In: The international journal of bank marketing : IJBM 31 (2013) 7, pp. 506-528
Persistent link: https://www.econbiz.de/10010200806
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It's just not fair : exploring the effects of firm customization on unfairness perceptions, trust and loyalty
Bang, Nguyen; Klaus, Philipp; Simkin, Lyndon - In: The journal of services marketing 28 (2014) 6, pp. 484-497
Persistent link: https://www.econbiz.de/10010434595
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What matters most to ultra-high-net-worth individuals? : exploring the UHNWI luxury customer experience (ULCX)
Klaus, Philipp - In: The journal of product & brand management 31 (2022) 3, pp. 368-376
Persistent link: https://www.econbiz.de/10013164342
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Editorial: the "nip and tuck" service framework : bright and dark side of beautification/modification services
Tsiotsou, Rodoula H.; Klaus, Philipp - In: The journal of services marketing 36 (2022) 1, pp. 1-8
Persistent link: https://www.econbiz.de/10012798375
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Customer experience : are we measuring the right things?
Maklan, Stan; Klaus, Philipp - In: International journal of market research : JMRS ; the … 53 (2011) 6, pp. 771-792
Persistent link: https://www.econbiz.de/10010217547