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The role of customer experience in the perceived value–word-of-mouth relationship

Kuppelwieser, Volker G.; Klaus, Philipp; Manthiou, … - In: Journal of Services Marketing 36 (2021) 3, pp. 364-378

Purpose: The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an...

Persistent link: https://www.econbiz.de/10012641280

Man vs machine : examining the three themes of service robotics in tourism and hospitality

Manthiou, Aikaterini; Klaus, Philipp; Kuppelwieser, Volker - In: Electronic markets : EM ; the international journal of … 31 (2021) 3, pp. 511-527

Persistent link: https://www.econbiz.de/10012666403

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

Le chaînon manquant : l’équité comme déterminant ultime de la rentabilité des services?!

Kuppelwieser, Volker; Klaus, Philipp; Baruch, Yehuda; … - In: Recherche et applications en marketing 33 (2018) 2, pp. 50-79

Persistent link: https://www.econbiz.de/10012024150

Revisiting the age construct : implications for service research

Kuppelwieser, Volker; Klaus, Philipp - In: Journal of service research 24 (2021) 3, pp. 372-389

Persistent link: https://www.econbiz.de/10012592944

Editorial: guiding directions and propositions : placing dynamics at the heart of customer experience (CX) research

Klaus, Philipp; Kuppelwieser, Volker - In: Journal of retailing and consumer services 59 (2021), pp. 1-3

Persistent link: https://www.econbiz.de/10012434360

Consumer responses to planned obsolescence

Kuppelwieser, Volker; Klaus, Philipp; Manthiou, Aikaterini - In: Journal of retailing and consumer services 47 (2019), pp. 157-165

Persistent link: https://www.econbiz.de/10011995548

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

A glimpse of the future retail customer experience : guidelines for research and practice : editorial

Klaus, Philipp; Kuppelwieser, Volker - In: Journal of retailing and consumer services 73 (2023), pp. 1-3

Persistent link: https://www.econbiz.de/10014303398

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