 | Up a level |
Article
Klaus, Philipp "Phil" and Maklan, Stan (2011) Bridging The Gap For Destination Extreme Sports - A Model of Sports Tourism Customer Experience. Journal of Marketing Management, 27 (13-14). pp. 1341-1365. ISSN 0267-257X
Maklan, Stan and Klaus, Philipp "Phil" (2011) Customer Experience: Are We Measuring the Right Things? International Journal of Market Research, 53 (6). pp. 771-792. ISSN 1470-7853
Klaus, Philipp "Phil" and Maklan, Stan (2007) The role of brands in a service-dominated world. Journal of Brand Management, 15. pp. 115-122. ISSN 1350-231X
Klaus, Philipp "Phil" and Gorgoglione, Michele and Pannelio, Umberto and Buonamassa, Daniela and Nguyen, Bang Are you providing the ‘right’ customer experience? The case of Banca Popolare di Bari. International Journal of Bank Marketing. ISSN 0265-2323 (In Press)
Klaus, Philipp "Phil" and Edvardsson, Bo and Maklan, Stan Developing a Typology of Customer Experience Management Practice - From Preservers to Vanguards Klaus et al. (2012). Conference Proceedings The 12th INTERNATIONAL RESEARCH CONFERENCE IN SERVICE MANAGEMENT.
Klaus, Philipp "Phil" and Maklan, Stan EXQ: A Multiple-Item Scale for Assessing Service Experience. Journal of Service Management. ISSN 1757-5818
Nguyen, Bang and Klaus, Philipp "Phil" Retail fairness: Exploring consumer perceptions of fairness towards retailers’ marketing tactics. Journal of Retailing and Consumer Services. ISSN 0969-6989 (In Press)
Klaus, Philipp "Phil" and Maklan, Stan Towards a Better Measure of Customer Experience: Explanatory Power and Generalisability. International Journal of Market Research. ISSN 1470-7853 (In Press)
Klaus, Philipp "Phil" The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the Emerging Consensus Technique (ECT). Journal of Services Marketing. ISSN 0887-6045 (In Press)
Book Section
Klaus, Philipp "Phil" Quo Vadis, Customer Experience? In: Beyond CRM: Customer Experience in the Digital Era. Strategies, Best Practices and Future Scenarios in Luxury and Fashion. Franco Angeli, Milano., pp. 165-175. ISBN 9788856838176
