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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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The role of brands in a service-dominated world
Klaus, Philipp; Maklan, Stan - In: The journal of brand management : an international journal 15 (2007/08) 2, pp. 115-122
Persistent link: https://www.econbiz.de/10003611584
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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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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
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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
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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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Come fly with me : exploring the private aviation customer experience (PAX)
Klaus, Philipp; Tarquini-Poli, Annalisa - In: European journal of marketing 56 (2022) 4, pp. 1126-1152
Persistent link: https://www.econbiz.de/10013350954
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Inclusive servicescapes : the imperative of universal design principles
Klaus, Philipp; Edwards, Karen; Norvik, Daniela; … - In: The journal of services marketing 38 (2024) 8, pp. 1089-1098
Persistent link: https://www.econbiz.de/10015114690