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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
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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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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
Persistent link: https://www.econbiz.de/10010424760
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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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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
Persistent link: https://www.econbiz.de/10011867329
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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
Persistent link: https://www.econbiz.de/10011951807
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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
Persistent link: https://www.econbiz.de/10011697214
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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
Persistent link: https://www.econbiz.de/10011672093
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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
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Brand price recall and the implications for pricing research
De Chernatony, Leslie; Knox, Simon - 1992
Persistent link: https://www.econbiz.de/10000138411