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Striking the right balance : how to design, implement, and operationalize customer experience management programs
Klaus, Philipp; Edvardsson, Bo - In: Managing consumer services : factory or theater?, (pp. 69-89). 2014
Persistent link: https://www.econbiz.de/10010478149
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Getting in with the "in" crowd : how to put marketing back on the CEO's agenda
Klaus, Philipp; Edvardsson, Bo; Kleiningham, Timothy L.; … - In: Journal of service management 25 (2014) 2, pp. 195-212
Persistent link: https://www.econbiz.de/10010343483
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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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Produktionssystem Kulturwirtschaft : [ein Bericht über die Situation in Zürich]
Klaus, Philipp - In: Schweizer Monatshefte : Zeitschrift für Politik, … 86 (2006) 5/6, pp. 28-29
Die Kultur ist ein wichtiger Standortfaktor geworden, und die Kulturwirtschaft gilt in vielen Regionen als Hoffnungsträgerin für die Beschäftigungsentwicklung. Ein Bericht über die Situation in Zürich.
Persistent link: https://www.econbiz.de/10003346426
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Towards practical relevance : delivering superior firm performance through digital customer experience strategies
Klaus, Philipp - In: Journal of direct, data and digital marketing practice … 15 (2013/14) 4, pp. 306-316
Persistent link: https://www.econbiz.de/10010385968
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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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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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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