All Stories

  1. The sorrows of methods researchers

    Article • Journal of Services Marketing, October 2024, Emerald

    Prof Dr Phil Klaus

  2. Is digital fashion the future of the metaverse? Insights from YouTube comments

    Article • Journal of Retailing and Consumer Services, July 2024, Elsevier

    Prof Dr Phil Klaus

  3. Metaverse retail: Pioneering research avenues for tomorrow's marketplace

    Article • Journal of Retailing and Consumer Services, May 2024, Elsevier

    Prof Dr Phil Klaus

  4. Navigating the metaverse: Marketing strategies and sensory integration

    Article • Journal of Retailing and Consumer Services, May 2024, Elsevier

    Prof Dr Phil Klaus

  5. Solo tourism: exploration and conceptualization – a semi-supervised machine learning approach

    Article • Journal of Travel & Tourism Marketing, July 2023, Taylor & Francis

    Prof Dr Phil Klaus

  6. A glimpse of the future retail customer experience – Guidelines for research and practice

    Article • Journal of Retailing and Consumer Services, July 2023, Elsevier

    Prof Dr Phil Klaus

  7. There is a secret to success: Linking customer experience management practices to profitability

    Article • Journal of Retailing and Consumer Services, July 2023, Elsevier

    Prof Dr Phil Klaus

  8. Solo Consumption – A machine learning approach

    Article • June 2023, Universitat Politecnica de Valencia

    Prof Dr Phil Klaus

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

    Article • Tourism Management, December 2022, Elsevier

    Prof Dr Phil Klaus

  10. How luxury retail will change forever – The role of atmospherics in the digital era

    Article • Journal of Retailing and Consumer Services, September 2022, Elsevier

    Prof Dr Phil Klaus

  11. Reevaluating tourism experience measurements: an alternative Bayesian approach

    Article • Current Issues in Tourism, August 2022, Taylor & Francis

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  12. Lifestyle of the rich and famous: Exploring the ultra-high net-worth individuals’ customer experience (UHCX)

    Article • Journal of Business Research, August 2022, Elsevier

    Prof Dr Phil Klaus

  13. Come fly with me: exploring the private aviation customer experience (PAX)

    Article • European Journal of Marketing, April 2022, Emerald

    Prof Dr Phil Klaus

  14. The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities

    Article • Technological Forecasting and Social Change, April 2022, Elsevier

    Prof Dr Phil Klaus

  15. The convenience of shopping via voice AI: Introducing AIDM

    Article • Journal of Retailing and Consumer Services, March 2022, Elsevier

    Prof Dr Phil Klaus

  16. Editorial: the “nip and tuck” service framework: bright and dark side of beautification/modification services

    Article • Journal of Services Marketing, December 2021, Emerald

    Professor Rodoula H. Tsiotsou, Prof Dr Phil Klaus

  17. Priceless time – The UHNWI's most precious possession: implications for international marketing theory and practice

    Article • International Marketing Review, October 2021, Emerald

    Prof Dr Phil Klaus

  18. Viewpoint: phygital – the emperor’s new clothes?

    Article • Journal of Strategic Marketing, September 2021, Taylor & Francis

    Prof Dr Phil Klaus

  19. The product is me: Hyper-personalized consumer goods as unconventional luxury

    Article • Journal of Business Research, May 2021, Elsevier

    Prof Dr Phil Klaus

  20. Guiding directions and propositions: Placing dynamics at the heart of customer experience (CX) research

    Article • Journal of Retailing and Consumer Services, March 2021, Elsevier

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  21. Measuring customer experience quality: The EXQ scale revisited

    Article • Journal of Business Research, March 2021, Elsevier

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  22. What matters most to ultra-high-net-worth individuals? Exploring the UHNWI luxury customer experience (ULCX)

    Article • Journal of Product & Brand Management, February 2021, Emerald

    Prof Dr Phil Klaus

  23. Revisiting the Age Construct: Implications for Service Research

    Article • Journal of Service Research, November 2020, SAGE Publications

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  24. The end of the world as we know it? The influence of online channels on the luxury customer experience

    Article • Journal of Retailing and Consumer Services, November 2020, Elsevier

    Prof Dr Phil Klaus

  25. Applying the EEE customer mindset in luxury: reevaluating customer experience research and practice during and after corona

    Article • Journal of Service Management, August 2020, Emerald

    Prof Dr Phil Klaus

  26. Man vs machine: examining the three themes of service robotics in tourism and hospitality

    Article • Electronic Markets, August 2020, Springer Science + Business Media

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  27. Viewpoint: a primer for inclusive service marketing theory

    Article • Journal of Services Marketing, August 2020, Emerald

    Prof. Dr. Volker Kuppelwieser, Prof Dr Phil Klaus

  28. Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

    Article • Journal of Service Research, June 2020, SAGE Publications

    Prof Dr Phil Klaus

  29. AI voice bots: a services marketing research agenda

    Article • Journal of Services Marketing, April 2020, Emerald

    Prof Dr Phil Klaus

  30. Customer experience, not brands will be on the iron throne

    Article • International Journal of Market Research, June 2019, SAGE Publications

    Prof Dr Phil Klaus

  31. The dawn of traditional CX metrics? Examining satisfaction, EXQ, and WAR

    Article • International Journal of Market Research, May 2019, SAGE Publications

    Prof Dr Phil Klaus

  32. Viewpoint: conveying managerial relevance into service research

    Article • Journal of Services Marketing, February 2019, Emerald

    Prof Dr Phil Klaus

  33. The missing link: Fairness as the ultimate determinant of service profitability?!

    Article • Recherche et Applications en Marketing (English Edition), January 2018, SAGE Publications

    Prof. Dr. Volker Kuppelwieser, Professor Yehuda Baruch, Prof Dr Phil Klaus

  34. Luxury patient experience (LPX): review, conceptualization, and future research directions

    Article • Service Industries Journal, September 2017, Taylor & Francis

    Prof Dr Phil Klaus

  35. Fresh perspectives on customer experience

    Article • Journal of Services Marketing, September 2015, Emerald

    Prof Dr Phil Klaus, Professor Anders Gustafsson

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

    Article • Journal of Travel & Tourism Marketing, July 2015, Taylor & Francis

    Prof Dr Phil Klaus

  37. Experience co-creation in financial services: an empirical exploration

    Article • Journal of Service Management, April 2015, Emerald

    Prof Dr Phil Klaus

  38. Measuring Customer Experience

    Article • January 2015, Springer Science + Business Media

    Prof Dr Phil Klaus

  39. Concluding Thoughts

    Article • January 2015, Springer Science + Business Media

    Prof Dr Phil Klaus

  40. Customer Experience: The Origins and Importance for Your Business

    Article • January 2015, Springer Science + Business Media

    Prof Dr Phil Klaus

  41. Customization and unfairness perceptions

    Article • Journal of Services Marketing, September 2014, Emerald

    Dr Bang Nguyen, Prof Dr Phil Klaus

  42. The road back to relevance

    Article • Journal of Service Management, April 2014, Emerald

    Prof Dr Phil Klaus

  43. Getting in with the “In” crowd: how to put marketing back on the CEO's agenda

    Article • Journal of Service Management, April 2014, Emerald

    Thorsten Gruber, Prof Dr Phil Klaus

  44. New insights from practice: Exploring online channel management strategies and the use of social media as a market research tool

    Article • International Journal of Market Research, January 2014, WARC Limited

    Prof Dr Phil Klaus

  45. Striking the Right Balance: How to Design, Implement, and Operationalize Customer Experience Management Programs

    Article • January 2014, Springer Science + Business Media

    Prof Dr Phil Klaus

  46. The “right” customer experience

    Article • The International Journal of Bank Marketing, October 2013, Emerald

    Prof Dr Phil Klaus, Dr Bang Nguyen, Dr Umberto Panniello

  47. Brand fairness perceptions

    Article • Journal of Public Affairs, October 2013, Wiley

    Prof Dr Phil Klaus, Dr Bang Nguyen

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

    Article • Journal of Services Marketing, September 2013, Emerald

    Prof Dr Phil Klaus

  49. Online customer experience in firms' multi-channel strategy

    Article • Journal of Strategic Marketing, August 2013, Taylor & Francis

    Prof Dr Phil Klaus, Dr Bang Nguyen

  50. Retail fairness

    Article • Journal of Retailing and Consumer Services, May 2013, Elsevier

    Prof Dr Phil Klaus, Dr Bang Nguyen

  51. Towards a better measure of customer experience

    Article • International Journal of Market Research, January 2013, WARC Limited

    Prof Dr Phil Klaus

  52. EXQ: a multiple‐item scale for assessing service experience

    Article • Journal of Service Management, March 2012, Emerald

    Prof Dr Phil Klaus

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

    Article • Journal of Marketing Management, December 2011, Taylor & Francis

    Prof Dr Phil Klaus

  54. Customer experience: are we measuring the right things?

    Article • International Journal of Market Research, January 2011, WARC Limited

    Prof Dr Phil Klaus

  55. The role of brands in a service-dominated world

    Article • Journal of Brand Management, November 2007, Springer Science + Business Media

    Prof Dr Phil Klaus