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Show me the money : improving our understanding of how organizations generate return from technology-led marketing change
Maklan, Stan; Peppard, Joe; Klaus, Philipp - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 561-595
Persistent link: https://www.econbiz.de/10011309582
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Why CRM fails : and how to fix it
Maklan, Stan; Knox, Simon; Peppard, Joe - In: MIT sloan management review 52 (2010/11) 4, pp. 77-85
Persistent link: https://www.econbiz.de/10009267464
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CUSTOMER SERVICE - Why CRM Fails — And How to Fix It
Maklan, Stan; Knox, Simon; Peppard, Joe - In: MIT sloan management review 52 (2011) 4, pp. 77-87
Persistent link: https://www.econbiz.de/10009180057
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EXQ: development and validation of a multiple-item scale for assessing customer experience quality
Klaus, Philipp - 2010
Positioned in the deliberations related to service marketing, the conceptualisation of servicequality, current service quality measurements, and the importance of the evolving construct ofcustomer experience, this thesis develops and validates a measurement for customer experiencequality (EXQ)...
Persistent link: https://www.econbiz.de/10009462959
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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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Towards a better measure of customer experience
Klaus, Philipp; Maklan, Stan - In: International journal of market research : JMRS ; the … 55 (2013) 2, pp. 227-246
Persistent link: https://www.econbiz.de/10009732284
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Bridging the gap for destination extreme sports : a model of sports tourism customer experience
Klaus, Philipp; Maklan, Stan - In: Journal of marketing management : MM 27 (2011) 13/14, pp. 1341-1365
Persistent link: https://www.econbiz.de/10009412795
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Customer experience : are we measuring the right things?
Maklan, Stan; Klaus, Philipp - In: International journal of market research : JMRS ; the … 53 (2011) 6, pp. 771-792
Persistent link: https://www.econbiz.de/10010217547
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Unlocking the performance of the chief information officer (CIO)
Peppard, Joe - In: California management review 52 (2009/10) 4, pp. 73-99
Persistent link: https://www.econbiz.de/10008654155