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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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Bridging the gap for destination extreme sports : a model of sports tourism customer experience
Klaus, Philipp; Maklan, Stan - In: Journal of marketing management : MM 27 (2011) 13/14, pp. 1341-1365
Persistent link: https://www.econbiz.de/10009412795
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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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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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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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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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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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Fairness quality : a conceptual model and multiple-item scale for assessing firms' fairness : an exploratory study
Bang, Nguyen; Simkin, Lyndon; Klaus, Philipp; Chen, Junsong - In: Journal of marketing management : MM 31 (2015) 11/12, pp. 1181-1206
Persistent link: https://www.econbiz.de/10011405224
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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