Philipp Klaus

Philipp Klaus publication distribution in Business and Management in 2026

The chart shows the distribution of publications by all Research.com ranked scientists in the field of Business and Management in 2026. The highlighted bar marks where Philipp Klaus sits on this spectrum.

Philipp Klaus D-index placement in Business and Management in 2026

The chart shows the D-index (discipline H-index) distribution of Business and Management scientists ranked by Research.com in 2026. The highlighted bar marks where Philipp Klaus sits on this spectrum.

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