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EXQ: a multiple‐item scale for assessing service experience

“Phil” Klaus, Philipp; Maklan, Stan - In: Journal of Service Management 23 (2012) 1, pp. 5-33

Purpose – The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach – The authors present exploratory research developing a conceptualization of service...

Persistent link: https://www.econbiz.de/10014894413

Customer service experiences : developing and applying a sequential incedent laddering technique

Jüttner, Uta; Schaffner, Dorothea; Windler, Katharina; … - In: European journal of marketing : EJM 47 (2013) 5/6, pp. 738-768

Persistent link: https://www.econbiz.de/10009763998

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

Feelings that make a difference : how guilt and pride convince consumers of the effectiveness of sustainable consumption choices

Antonetti, Paolo; Maklan, Stan - In: Journal of business ethics : JOBE 124 (2014) 1, pp. 117-134

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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

Identity bias in negative word of mouth following irresponsible corporate behavior : a research model and moderating effects

Antonetti, Paolo; Maklan, Stan - In: Journal of business ethics : JOBE 149 (2018) 4, pp. 1005-1023

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Too good to be true? : boundary conditions to the use of downward social comparisons in service recovery

Antonetti, Paolo; Crisafulli, Benedetta; Maklan, Stan - In: Journal of service research : JSR 21 (2018) 4, pp. 438-455

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A better way to manage customer experience : lessons from the Royal Bank of Scotland

Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115

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Identifying the right solution customers : a managerial methodology

Windler, Katharina; Jüttner, Uta; Michel, Stefan; … - In: Industrial marketing management : the international … 60 (2017), pp. 173-186

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EXQ : a multiple-item scale for assessing service experience

Klaus, Philipp; Maklan, Stan - In: Journal of service management 23 (2012) 1, pp. 5-33

Persistent link: https://www.econbiz.de/10009534370