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~person:"Klaus, Philipp"
~subject:"Customer satisfaction"
~subject:"Hochschule"
~subject:"Krankenhaus"
~subject:"Relationship marketing"
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Customer satisfaction
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Dienstleistungsqualität
16
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16
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13
Consumer behaviour
12
Konsumentenverhalten
12
Customer experience
9
Kundenzufriedenheit
8
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3
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2
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customer experience management
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Klaus, Philipp
Han, Heesup
38
Propper, Carol
36
Siciliani, Luigi
33
Prybutok, Victor R.
28
Mattila, Anna S.
26
Prentice, Catherine
26
Usman, Osly
23
Bruhn, Manfred
20
Straume, Odd Rune
20
Sharma, Piyush
19
McColl-Kennedy, Janet R.
18
Horwitz, Jill R.
16
Wong, IpKin Anthony
16
Balaji, M. S.
15
Brekke, Kurt R.
15
Gravelle, Hugh
15
Shahin, Arash
15
Van Reenen, John
15
Gaynor, Martin
14
Gil Saura, Irene
14
Gustafsson, Anders
14
Kessler, Daniel P.
14
Bilgihan, Anil
13
Edvardsson, Bo
13
Gong, Taeshik
13
Hyun, Sunghyup Sean
13
Marimon, Frederic
13
Staiger, Douglas
13
Söderlund, Magnus
13
Gowrisankaran, Gautam
12
Grégoire, Yany
12
Hammerschmidt, Maik
12
McFadden, Kathleen L.
12
Moscelli, Giuseppe
12
Patterson, Paul G.
12
Seiler, Stephan
12
Sreejesh, S.
12
Wübker, Ansgar
12
Doyle, Joseph J.
11
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The journal of services marketing
5
International journal of market research
1
Journal of business research : JBR
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research
1
Technological forecasting & social change : an international journal
1
The international journal of bank marketing : IJBM
1
The journal of product & brand management
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ECONIS (ZBW)
13
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1
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
Saved in:
2
Quantifying the influence of customer experience on consumer share-of-category
Klaus, Philipp
;
Kuppelwieser, Volker
;
Heinonen, Kristina
- In:
Journal of retailing and consumer services
73
(
2023
),
pp. 1-10
Persistent link: https://www.econbiz.de/10014303364
Saved in:
3
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
Saved in:
4
What matters most to ultra-high-net-worth individuals? : exploring the UHNWI luxury customer experience (ULCX)
Klaus, Philipp
- In:
The journal of product & brand management
31
(
2022
)
3
,
pp. 368-376
Persistent link: https://www.econbiz.de/10013164342
Saved in:
5
The role of customer experience in the perceived value-word-of-mouth relationship
Kuppelwieser, Volker
;
Klaus, Philipp
;
Manthiou, Aikaterini
- In:
The journal of services marketing
36
(
2022
)
3
,
pp. 364-378
Persistent link: https://www.econbiz.de/10013407509
Saved in:
6
The interplaying factors of the robotic tourism experience : the customer journey's touchpoints, context, and qualities
Manthiou, Aikaterini
;
Klaus, Philipp
- In:
Technological forecasting & social change : an …
177
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013345867
Saved in:
7
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
Saved in:
8
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
Saved in:
9
The dawn of traditional CX metrics? : examining satisfaction, EXQ, and WAR
Imhof, Gustavo
;
Klaus, Philipp
- In:
International journal of market research
62
(
2020
)
6
,
pp. 673-688
Persistent link: https://www.econbiz.de/10012308994
Saved in:
10
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
Saved in:
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