| Towards a Better Measure of Customer Experience: Explanatory Power and Generalisability PP Klaus, S Maklan International Journal of Market Research 55 (2), 227-246, 2013 | 1176 | 2013 |
| EXQ: a multiple-item scale for assessing service experience PP Klaus, S Maklan Journal of Service Management 23 (1), 5-33, 2012 | 678 | 2012 |
| Customer experience: are we measuring the right things? P Klaus, S Maklan International Journal of Market Research 53 (6), 771-792, 2011 | 645 | 2011 |
| A Framework for Understanding and Managing the Customer Experience. A De Keyser, K Lemon, P Klaus, T Keiningham MSI Marketing Institute Working Paper Series, 2015 | 541 | 2015 |
| Moving the customer experience field forward: introducing the touchpoints, context, qualities (TCQ) nomenclature A De Keyser, K Verleye, KN Lemon, TL Keiningham, P Klaus Journal of Service Research 23 (4), 433-455, 2020 | 495 | 2020 |
| Fresh perspectives on customer experience JR McColl-Kennedy, A Gustafsson, E Jaakkola, P Klaus, Z Radnor, ... Journal of Services Marketing 29 (6/7), 2015 | 486 | 2015 |
| The case of Amazon.com: towards a conceptual framework of online customer service experience PP Klaus Journal of Services Marketing 27 (6), 443-457, 2013 | 397 | 2013 |
| Flight of the Golden Harpy S Klaus Macmillan, 2014 | 241* | 2014 |
| The role of brands in a service-dominated world P Klaus, S Maklan Journal of Brand Management; Brand Management; 15 (2), 115-122, 2007 | 233 | 2007 |
| Customer engagement in evolving technological environments: synopsis and guiding propositions LD Hollebeek, DE Sprott, TW Andreassen, C Costley, P Klaus, ... European Journal of Marketing 53 (9), 2018-2023, 2019 | 222 | 2019 |
| AI voice bots: a services marketing research agenda P Klaus, J Zaichkowsky Journal of Services Marketing 34 (3), 389-398, 2020 | 217 | 2020 |
| Measuring customer experience quality: The EXQ scale revisited VG Kuppelwieser, P Klaus Journal of Business Research 126, 624-633, 2021 | 193 | 2021 |
| Exploring the role of the online customer experience in the firms’ multi-channel strategy–An empirical analysis of the retail banking services sector P Klaus, B Nguyen Journal of Strategic Marketing 21 (5), 429-444, 2013 | 180 | 2013 |
| Bridging the gap for destination extreme sports: A model of sports tourism customer experience P Klaus, S Maklan Journal of Marketing Management 27 (13-14), 1341-1365, 2011 | 179 | 2011 |
| Are you providing the ‘right’customer experience? The case of Banca Popolare di Bari P Klaus, M Gorgoglione, D Buonamassa, U Panniello, B Nguyen International Journal of Bank Marketing 31 (7), 2-2, 2013 | 163 | 2013 |
| Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research A Manthiou, E Hickman, P Klaus Journal of Retailing and Consumer Services 57, 102218, 2020 | 160 | 2020 |
| Exploring electronic word-of-mouth (eWOM) in the consumer purchase decision-making process: the case of online holidays–evidence from United Kingdom (UK) consumers CH Chen, B Nguyen, PP Klaus, MS Wu Journal of Travel & Tourism Marketing 32 (8), 953-970, 2015 | 152 | 2015 |
| Retail fairness: Exploring consumer perceptions of fairness towards retailers’ marketing tactics B Nguyen, PP Klaus Journal of Retailing and Consumer Services 20 (3), 311-324, 2013 | 129 | 2013 |
| Experience co-creation in financial services: an empirical exploration F Ponsignon, P Klaus, RS Maull Journal of Service Management 26 (2), 295-320, 2015 | 107 | 2015 |
| The convenience of shopping via voice AI: Introducing AIDM P Klaus, JL Zaichkowsky Journal of Retailing and Consumer Services 65, 102490, 2022 | 98 | 2022 |
Dr. Bang NguyenRetired Professor of Marketing, PhD (Oxford Brookes University)כתובת אימייל מאומתת בדומיין oxfordbrookes.net