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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

EXQ: a multiple‐item scale for assessing service experience

“Phil” Klaus, Philipp; Maklan, Stan - In: Journal of Service Management 23 (2012) 1, pp. 5-33

Purpose – The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach – The authors present exploratory research developing a conceptualization of service...

Persistent link: https://www.econbiz.de/10014894413

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

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

Are you providing the "right" customer experience? : the case of Banca Popolare di Bari

Klaus, Philipp; Gorgoglione, Michele; Buonamassa, Daniela; … - In: The international journal of bank marketing : IJBM 31 (2013) 7, pp. 506-528

Persistent link: https://www.econbiz.de/10010200806

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

Lifestyle of the rich and famous : exploring the ultra-high net-worth individuals' customer experience (UHCX)

Klaus, Philipp; Tarquini-Poli, Annalisa; Alawad, Nawal … - In: Journal of business research : JBR 147 (2022), pp. 49-58

Persistent link: https://www.econbiz.de/10013271464

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

Beyond good and bad : challenging the suggested role of emotions in customer experience (CX) research

Manthiou, Aikaterini; Hickman, Ellie; Klaus, Philipp - In: Journal of retailing and consumer services 57 (2020), pp. 1-12

Persistent link: https://www.econbiz.de/10012305348

The end of the world as we know it? : the influence of online channels on the luxury customer experience

Klaus, Philipp - In: Journal of retailing and consumer services 57 (2020), pp. 1-7

Persistent link: https://www.econbiz.de/10012305877