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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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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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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 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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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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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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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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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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Exploring the role of the online customer experience in firms' multi-channel strategy : an empirical analysis of the retail banking services sector
Klaus, Philipp; Bang, Nguyen - In: Journal of strategic marketing 21 (2013) 5, pp. 429-442
Persistent link: https://www.econbiz.de/10009781100
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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