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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
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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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Luxury patient experience (LPX) : review, conceptualization, and future research directions
Klaus, Philipp - In: The service industries journal 38 (2018) 1/2, pp. 87-98
Persistent link: https://www.econbiz.de/10011848030
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New insights from practice : exploring online channel management strategies and the use of social media a market research tool
Klaus, Philipp - In: International journal of market research : JMRS ; the … 55 (2013) 6, pp. 829-850
Persistent link: https://www.econbiz.de/10010230201
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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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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
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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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Towards a better measure of customer experience
Klaus, Philipp; Maklan, Stan - In: International journal of market research : JMRS ; the … 55 (2013) 2, pp. 227-246
Persistent link: https://www.econbiz.de/10009732284
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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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Exploring electronic word-of-mouth (eWOM) in the consumer purchase decision-making process : the case of online holidays ; evidence from United Kingdom (UK) consumers
Chen, Cheng-Hao; Bang, Nguyen; Klaus, Philipp; Wu, Meng-Shan - In: Journal of travel and tourism marketing 32 (2015) 7/8, pp. 953-970
Persistent link: https://www.econbiz.de/10011409846