World's Best Scientists 2026 revealed!

D-Index & Metrics

Business and Management

D-Index
33
Citations
5753
World Ranking
2463
National Ranking
1

Best Publications

  • Towards a better measure of customer experience

    Philipp ‘Phil’ Klaus;Stan Maklan

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

    Philipp “Phil” Klaus;Stan Maklan

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

    Stan Maklan;Philipp "Phil" Klaus

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

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

  • Fresh perspectives on customer experience

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

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

    Philipp "Phil" Klaus

  • The role of brands in a service-dominated world

    Philipp "Phil" Klaus;Stan Maklan

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

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

  • AI voice bots: a services marketing research agenda

    Phil Klaus;Judy Zaichkowsky

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

    Philipp "Phil" Klaus;Stan Maklan

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

    Philipp Klaus;Michele Gorgoglione;Daniela Buonamassa;Umberto Panniello

  • 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

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

    Aikaterini Manthiou;Ellie Hickman;Phil Klaus

  • 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

  • Measuring customer experience quality: The EXQ scale revisited

    Volker G. Kuppelwieser;Phil Klaus

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

    Bang Nguyen;Philipp “Phil” Klaus

  • The Convenience of Shopping via Voice AI: Introducing AIDM

    Judith Lynne Zaichkowsky;Phil Klaus

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

    Frederic Ponsignon;Philipp Klaus;Roger S. Maull

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

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

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

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