Philipp Klaus

Best Publications

• Towards a better measure of customer experience

  Philipp ‘Phil’ Klaus;Stan Maklan

  644
  Citations

• EXQ: a multiple‐item scale for assessing service experience

  Philipp “Phil” Klaus;Stan Maklan

  555
  Citations

• Customer Experience: Are We Measuring the Right Things?:

  Stan Maklan;Philipp "Phil" Klaus

  535
  Citations

• Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature

  Arne De Keyser;Katrien Verleye;Katherine N. Lemon;Timothy L. Keiningham

  389
  Citations

• Fresh perspectives on customer experience

  Janet R. McColl-Kennedy;Anders Gustafsson;Elina Jaakkola;Phil Klaus

  374
  Citations

• The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

  Philipp "Phil" Klaus

  271
  Citations

• The role of brands in a service-dominated world

  Philipp "Phil" Klaus;Stan Maklan

  222
  Citations

• Customer engagement in evolving technological environments: synopsis and guiding propositions

  Linda D. Hollebeek;David E. Sprott;Tor W. Andreassen;Carolyn Costley

  194
  Citations

• AI voice bots: a services marketing research agenda

  Phil Klaus;Judy Zaichkowsky

  162
  Citations

• Bridging the gap for destination extreme sports: A model of sports tourism customer experience

  Philipp "Phil" Klaus;Stan Maklan

  152
  Citations

• Are you providing the “right” customer experience? The case of Banca Popolare di Bari

  Philipp Klaus;Michele Gorgoglione;Daniela Buonamassa;Umberto Panniello

  147
  Citations

• Exploring the role of the online customer experience in firms' multi-channel strategy: an empirical analysis of the retail banking services sector

  Phil Klaus;Bang Nguyen

  146
  Citations

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

  Aikaterini Manthiou;Ellie Hickman;Phil Klaus

  136
  Citations

• Exploring Electronic Word-of-Mouth (eWOM) in The Consumer Purchase Decision-Making Process: The Case of Online Holidays – Evidence from United Kingdom (UK) Consumers

  Cheng-Hao Chen;Bang Nguyen;Philipp “Phil” Klaus;Meng-Shan Wu

  128
  Citations

• Measuring customer experience quality: The EXQ scale revisited

  Volker G. Kuppelwieser;Phil Klaus

  124
  Citations

• Retail fairness: Exploring consumer perceptions of fairness towards retailers’ marketing tactics

  Bang Nguyen;Philipp “Phil” Klaus

  114
  Citations

• The Convenience of Shopping via Voice AI: Introducing AIDM

  Judith Lynne Zaichkowsky;Phil Klaus

  100
  Citations

• Experience co-creation in financial services: an empirical exploration

  Frederic Ponsignon;Philipp Klaus;Roger S. Maull

  94
  Citations

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

  Volker G. Kuppelwieser;Philipp Klaus;Aikaterini Manthiou;Linda D. Hollebeek

  79
  Citations

• Slow tourism: Conceptualization and interpretation – A travel vloggers’ perspective

  Unknown

  69
  Citations