Phil Klaus

Phil Klaus
International University of Monaco

PhD

About

101
Publications
249,332
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5,092
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Introduction
Prof. Dr. Phil’ Klaus is widely considered one of the leading global Customer Experience Strategists. He is one of the World's Top 2% Scientist, founder of Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience and Marketing Strategy at the International University of Monaco, bestselling author of “Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies,” and Chairman of the PK Customer Experience Institute.

Publications

Publications (101)
Article
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Purpose – The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers’ online buying behavior, most of the research focuses solely on the controllable factors of the online experience. Based on i...
Article
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Consumer boycott is increasing, driven by value conflicts between individuals and brands. We hypothesize that narcissistic profiles affect the way that consumers experience the value conflicts implicit in a boycott, thereby affecting well-being post-boycott. We investigated well-being outcomes for different narcissistic profiles for liberal and con...
Article
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With its focus on repairing, restoring, and rebuilding, regenerative approach marks a strategic shift for the tourism businesses. The purpose of this study is to explore regenerative tourism from the consumers' perspective. The study employed a two-step approach to reach its goals. The findings reveal that regenerative tourism includes two key dime...
Article
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The main purpose of this study is to investigate the psychological mechanisms that motivate sharenting behavior (the practice of parents sharing information and multimedia content about their children on social media) in the context of mini‐me fashion, where mothers or fathers wear matching outfits with their children. Based on mimicry behavior the...
Article
Purpose This paper aims to focus on service research methods and highlights the need to treat method parts similar to the theoretical parts in papers. Design/methodology/approach The authors discuss current methodological topics and reflect on their own way of crafting method parts. Findings The authors provide recommendations on how to treat and...
Article
Environment, social, and governance (ESG) marketing activities are becoming increasingly crucial for business growth. This study surveys 322 participants in the US to determine the effects of consumer beliefs and attitudes toward travel agencies' ESG activities on consumer behavioral intentions. The moderating effects of tourism innovativeness and...
Article
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Purpose This study aims to explore the transformative potential of universal design (UD) principles in changing servicescapes to enhance consumer experiences and foster inclusive practices across various sectors. Design/methodology/approach Drawing from existing literature and research findings, this study offers a review of inclusive servicescape...
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Purpose The experience of leaving the real world and entering a virtual service environment makes many individuals happy. This study heeds the call by multiple researchers to conceptualize, interpret and illustrate the impact of the perceived service experience in the metaverse in a holistic way. In particular, this study aims to understand how the...
Article
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In recent years, there has been growing recognition of the importance of the citizenship experience (CZX) in influencing consumer well-being and quality of life (Klaus, 2023). The traditional segmentation of consumers has primarily focused on purchasing behavior, leaving a significant gap in our understanding of the experiences shared by individual...
Article
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This article explores the emerging concept of the Citizenship Experience (CZX), which encompasses the interactions individuals have with public services and infrastructure. Synthesizing insights from the recent literature and findings from our Special Issue, we highlight key areas, including public services, urban mobility, healthcare digital trans...
Article
The metaverse as a new social marketing platform has unquestionably opened new horizons for the digital fashion economy. This research aims not only to explore consumers' perceptions of digital fashion in the met-averse but also to delve into the underlying sentiments associated with these perceptions. Employing LDA topic modeling, this research ex...
Article
Our study aims conceptualizes solo tourism by gaining insights from semi-supervised machine learning approach and scrutinizing 27,208 solo tourist tweets. Based on implicit self- theory we capture solo consumers’ self-development and self-discovery. We provide an all- inclusive slow tourism conceptualization and show that the solo tourism framework...
Conference Paper
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This study aims at conceptualizing the solo tourism consumption journey. We use a semisupervised machine learning approach and analyze more than 27,000 tweets. The seed sets extraction, seed and topic confidence and model fit evaluations will provide us with the dimension of solo tourism conceptualization.The results will reveal how consumers perce...
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"Boost Your Company's Profitability with Customer Experience Management: Insights from a Study of 273 Successful Companies" If you want to boost your company's profitability, it's time to focus on customer experience management (CXM). In a recent, groundbreaking study of over 270 successful companies, my colleagues Ruud Wetzels, Martin Wetzels and...
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"Discover the Key to Boosting Your Sales: The Link Between Customer Experience and Share-of-Category" If you're looking to improve your company's sales, it's time to focus on customer experience. My most recent recent study, coauthored with Kristina Heinonen and Volker Kuppelwieser reveals that different customer clusters experience the same ser...
Article
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Sustainability presents one of the most pressing challenges across different industries, especially for luxury brands. This study reveals the role of sustainability in luxury consumption by collecting and analyzing data from over half a million Tweets with 762 sustainability luxury consumption hashtags. Sustainability's importance in online discuss...
Article
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This study aims to reduce the misinterpretation and conceptual ambiguity of slow tourism and find the gaps between theory and practice. Multiple videos on a famous video-sharing platform are analyzed to comprehend travel broadcasters' perceptions and experiences. Textual mining with Leximancer is applied, and the findings are threefold. First, this...
Article
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Retailing has undergone significant changes over the years, tremendously impacting how the retail customer experience is managed. We use this opportunity to present the key findings of the contributors to our Special Issue, along with our observations, to introduce new approaches to retail customer experience management. Buoyed by the research pres...
Article
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Purpose: This paper aims to comment on the evolution of customer experience research from a customer experience researcher, practitioner, and consumer viewpoint. Design/methodology/approach: This commentary is a reflection based on the investigations put forward in this special issue, extant academic and managerial literature, and personal perspe...
Article
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The luxury industry has undergone significant changes over the years. Said changes have tremendously impacted how luxury is managed. We use this opportunity to present five megatrends that will change the way luxury is being managed, reflecting the new digitally driven, experience-seeking, socially conscious luxury customer. These trends and their...
Article
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Free copy available @ https://authors.elsevier.com/a/1fKeo3SU%7EVoFHV Highlights: I propose a new conceptualization of luxury retail atmospherics focusing on what matters most to customers. I expose luxury retail experience drivers and the role of atmospherics in addressing the new experiences consumers seek. The study challenges the applicab...
Article
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Tourism businesses pay significant attention to creating unique tourism experiences for their customers. The aim of this study is to gain a better understanding of how the tourism experience is developed. With a sample of 277 respondents, this study examines three well-established tourism experience scales and tests whether they hold separately as...
Article
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Have you ever wondered how the Uber-Rich make their choices? What is important to someone who possesses status, success, and wealth in abundance? What makes a billionaire tick? In our latest research, set in the world of the UHNWI and one of their most popular toys, a Superyacht, my colleague Dr. Annalisa Tarquini - Poli Tarquini-Poli and I reveal...
Article
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Slow Tourism – what is it, why is it important, and what attracts tourists to it? Our latest research in the prestigious @Tourism Management journal answers these three fundamental questions. Our study provides the thought-after evidence that both, scholars and managers need to comprehend and manage slow tourism in the best possible way. We analy...
Cover Page
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Have you ever wondered how the Uber-Rich make their choices? What is important to someone who possesses status, success, and wealth in abundance? What makes a billionaire tick? In our latest research, set in the world of the UHNWI and one of their most popular toys, a Superyacht, my colleague Dr. Annalisa Tarquini - Poli Tarquini-Poli and I reveal...
Article
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Purpose This study aims to address the need to empirically investigate the luxury customer service experiences of the ultra-high-net-worth individual (UHNWI) segment by conducting and analyzing interviews with 20 clients flying private jets. The results lead to a conceptualization of the UHNW private aviation customer experience. Design/methodolog...
Article
It is my pleasure to present our latest paper, co-authored with Aikaterini Manthiou demonstrating the impact and consequences of using #ai and #robotics in #tourism and the #tourism #cx. Courtesy of the great people of Technological Forecasting and Social Change anyone clicking on the link before March 25, 2022 will be taken directly to the final...
Cover Page
It is my pleasure to present our latest paper, co-authored with Aikaterini Manthiou demonstrating the impact and consequences of using #ai and #robotics in #tourism and the #tourism #cx. Courtesy of the great people of Technological Forecasting and Social Change anyone clicking on the link before March 25, 2022 will be taken directly to the final...
Preprint
If you are interested in beauty and modification services, you may find value in our recently published in the Journal of Services Marketing editorial which proposes a conceptual framework titled: "The “nip and tuck” service framework: bright and dark side of beautification/modification services" https://www.emerald.com/insight/content/doi/10.1108/...
Article
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Purpose The purpose of this study is to propose a conceptual framework of beautification/modification services, to introduce the special issue on the topic “Mirror, Mirror on the Wall! Examining the Bright and Dark Side of Face and Body Beautification/Modification Services” and to provide a future research agenda. Design/methodology/approach Build...
Article
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Purpose Traditionally, international luxury marketing highlights possible disparities of cultural and value perception. The context-specific nature of traditional international luxury marketing, which ranges from educational and cultural to financial and offering-based variations, delivers little guidance to managers in the field regarding how to c...
Article
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The purpose of this viewpoint is to present my arguable opinion about the phygital construct in the hopes of sparking an insightful discussion about its usefulness and the implications of my propositions. A viewpoint is, by definition, a lens through which we tell a story. In this case, the story is based on my knowledge as a customer experience...
Article
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Purpose-The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this ga...
Article
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Purpose The customer experience (CX), as revealed in the literature-based debate, has been variously viewed as either a driver or an outcome of customer-perceived value (CPV). However, the association of CPV, CX and word-of-mouth (WoM) behavior remains nebulous to date, thereby generating an important research gap. In response and to bridge this ga...
Article
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Purpose The purpose of this paper is to replicate the EXQ measurement scale in the business-to-business (B2B) environment of two African countries. This paper contrasts EXQ’s measurement specification and structure in these two countries with a European sample. Design/methodology/approach This paper carried out two empirical studies to replicate a...
Conference Paper
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The market for luxury has been growing consistently. In 2018, the luxury segment represented an estimated $1.2 trillion. Academic research reflects the sector growth as rooted in its solid foundation of luxury goods and brands knowledge. Scholars and managers alike emphasize the ever-increasing importance of the luxury experience for understanding...
Article
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Purpose This study aims to explore the customer experiences (CXs) of an under-researched luxury client segment, the ultra-high-net-worth individuals (UHNWI) in three settings, yacht-made clothing services, chartering a yacht and art collection. Design/methodology/approach The author conducted 13 interviews with UHNWI, enquiring about their experie...
Article
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The purpose of this paper is to propose an updated view of consumer choice based on AI and inherent convenience addiction to smart speakers. Following the MacInnis framework for developing conceptual contributions of summarization, integration, and delineation, we review the current consumer decision-making literature and theory to demonstrate cons...
Article
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Purpose In aging societies all over the world, an increased understanding of age and age-related insights is critical to theory development, generalizations, model adaptations and managerial insights. Researchers and managers mostly rely on chronological age for adapting their approaches; they assume chronological age as a customers’ characteristic...
Article
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Our study summarizes and synthesizes the content of our Special Issue along with additional information from customer experience (hereafter CX) managers and research to determine the main challenges and opportunities for the most important trend in CX practice and research alike: CX's dynamic nature. While widely acknowledged, CX researchers and ma...
Article
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Our paper challenges several notions regarding emotion's role and their influence on the customer experience (hereafter CX). Based on our analysis, we develop the following five propositions to advance our understanding of emotions' role in customer experience research. First, we argue that positive and negative emotions can coexist during the cons...
Article
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People in the older consumer segment spend more money on services than those in other segments, making them a desired target for service providers. This universal trend has led researchers to start discussing this trend’s implications for service research and marketing practice. These discussions’ results are ambiguous because service researchers a...
Article
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Purpose-This paper's objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine if CX-related service research constructs, models, and frameworks need to be reevaluated during and after the Corona crisis and if so,...
Article
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Purpose This paper’s objective is to raise awareness of how customer experience (CX) research, a key construct of modern-day service research, needs to be revisited in view of the pandemic. Particularly, we examine whether CX-related service research constructs, models and frameworks need to be reevaluated during and after the Corona crisis and if...
Article
There is a growing need in the tourism and hospitality literature to harmonise service robots and artificial intelligence’s (AI) meaning and foundations, while also offering guidance on future discussions and research. We operationalize MacInnis’ Journal of Marketing, 75(4), 136–154, (2011) conceptual contribution to derive insights regarding servi...
Presentation
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Contributions The special issue will make a clear and significant contribution to the customer experience (CX) luxury, and consumer behaviour literature streams. CX is considered a highly significant, but still conceptually developing research construct (e.g., Lemon & Verhoef, 2016). While CX is often proposed as a context-specific construct, very...
Article
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Purpose This viewpoint sheds light on an as yet underrepresented consumer group. Considering impaired consumers in our theories would not only change these theories’ meaning but also add variance. These theories would therefore develop from a specific case theory to a broadly acceptable and applicable theory. Design/methodology/approach As a viewp...
Article
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In response to initial voices that put the customer experience (management) (CX(M) hereafter) movement into question, this paper aims to introduce a formal nomenclature to push the CX(M) field toward a more mature state. First, drawing from an inductive analysis of 143 CX(M) papers, the authors identify twelve basic CX components which aggregate in...
Article
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Purpose This paper aims to document how AI has changed the way consumers make decisions and propose how that change impacts services marketing, service research and service management. Design/methodology/approach A review of the literature, documentation of sales and customer service experiences support the evolution of bot-driven consumer decisio...
Article
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Luxury brands claim to offer consumers pleasure and prestige and deliver high profits to retailers. While the global demand for luxury goods is increasing, consumers expect that the purchasing process these goods will accommodate their preferences on how, where, and when they want to purchase them. The changing nature of luxury markets and customer...
Article
Highlights • Challenges customer experience’s multi-dimensional conceptualization. • EXQ is the first validated B2B customer experience scale covering the entire customer journey. • EXQ validates all three CX stages in B2B and B2C context. • Klaus and Maklan’s original EXQ scale needs to be reconsidered. • Study validates the importance of context...
Article
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This special issue has explored ways in which consumers engage with brands and firms within ever-evolving technological environments (Ostrom et al., 2015). The articles show how firms adopt an increasingly broad array of emerging technologies to facilitate interactions with their prospects and customers (Letheren et al., 2019; Willems et al., 2019;...
Presentation
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This study explores hyper-personalized wellness products (e.g., facial serum, custom-prepared meals, vitamins) as unconventional luxury products. Hyper-personalized consumer goods are those in which a consumer’s genetic composition, or DNA, is used in the manufacturing process. Given that hyper-personalized products emphasize high quality and uniqu...
Presentation
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Consider four broad categories of disabilities: Physical Disability – a condition that limits one or more basic physical activity, including mobility and sensory activities. Examples include: spinal cord injuries, paraplegia, quadriplegia, amputations, cerebral palsy, seizure disorders, muscular dystrophy, arthritis, visual impairments and hearing...
Article
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The author will challenge the ancient “brand-related” thinking, submitting that somehow companies are still in control of what consumers think or even how customers act. As a counterproposition, the author highlights that the only thing companies can manage these days are the experiences customers have with them and their offerings. Supported by ou...
Article
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Customer experience (CX) has evolved into a top priority of business executives worldwide. CX is a key determinant of long-term corporate success. CX research has become commonplace among academics and marketing practitioners alike. Despite CX’s omnipresence, scholars and managers cannot agree on the meaning, foundations of CX, and develop enough e...
Article
This study explores hyper-personalized wellness products (e.g., facial serum, custom-prepared meals, vitamins)as unconventional luxury products. Hyper-personalized consumer goods are those in which a consumer's genetic composition, or DNA, is used in the manufacturing process. Given that hyper-personalized products emphasize high quality and unique...
Article
Full-text available
Purpose This paper aims to propose opportunities on how service research scholars can overcome the challenge of designing, delivering and disseminating managerial relevant studies. The proposed tactics will assist researchers and the community in general to resolve the pressing issues of both, the disconnection between theory formulation and verif...
Chapter
This paper suggests that consumers will leave the choice to bots in deciding what brands they choose from the marketplace. Hence branding as we know will decline and be replaced by a more efficient complex attribute computer decision making model.
Article
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Viewpoint: Conveying Managerial Relevance into Service Research Abstract: • Purpose The paper proposes opportunities on how service research scholars can overcome the challenge of designing, delivering, and disseminating managerial relevant studies. The proposed tactics will assist researchers and the community in general to resolve the pressing i...
Article
Companies use planned obsolescence as a central marketing strategy to motivate their customers to (re)buy new and upcoming products. These companies try to increase their revenue and profit by reducing the value of a product’s older version. While previous literature focuses on companies’ perspectives of strategic choice, economic or ecological imp...
Article
L’équité est généralement considérée comme un levier clé du comportement humain. Les recherches en comportement organisationnel explorent l’équité en tant que levier des attitudes des employés. Les recherches en marketing soulignent le fait que la perception d’équité est un déterminent clé d’intention d’achat ainsi que de comportement d’achat. Cepe...
Article
Fairness is widely considered a key driver of human behavior. Organizational behavior (OB) research focuses on fairness as an employee attitude driver. Marketing research highlights fairness perceptions as a key determinant of both purchase intentions and purchase behavior. Yet, to our best knowledge, no explicit attempt has been made to bridge the...
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The article offers a much-needed definition and conceptualization of the luxury patient experience (LPX) through applying customer experience (CX) theory to the patient experience (PX). The author highlights the important differences between the luxury patient, regular patient, and/or patient on the bottom of the service pyramid. The article propos...
Article
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Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach i...
Article
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Purpose – The purpose of this paper is to provide directions for future research on: broadening the role of customers in customer experience; taking a practice-based approach to customer experience; and recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach...
Article
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This study explores the role of electronic word-of-mouth (eWOM) in the consumer decision-making process when purchasing a holiday. Using an ethnographic approach, it explores the role of eWOM on consumers’ attitudes toward online reviews (eReviews) and their subsequent behavior. Across the consumer decision-making processes – information search, ev...
Article
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Purpose – The purpose of this paper is to examine the conundrum between the increasingly importance of investments in new information technologies (IT) on marketing practice and marketing scholars continuing to question the profitability of IT-led marketing initiatives. Design/methodology/approach – Systematic reviews of the relevant literature on...
Article
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Purpose – The purpose of this paper is to explore how financial services (FS) organizations manage the customer experience. It aims to establish what practices are used, to articulate the role of the FS context in influencing the choice of practices, and to identify how these practices support experience co-creation from the perspective of the orga...
Article
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Scholars suggest that fairness is a precursor to ethical firm behaviour. Existing research suggest that (1) commonly used single item fairness measures lack reliability and validity, and (2) single item scales do not contribute to understanding fairness as a multidimensional concept. Using the means-end framework, we develop a measure of fairness q...
Article
This study explores the role of electronic word-of-mouth (eWOM) in the consumer decision-making process when purchasing a holiday. Using an ethnographic approach, it explores the role of eWOM on consumers’ attitudes toward online reviews (eReviews) and their subsequent behavior. Across the consumer decision-making processes – information search, ev...
Book
"We need to deliver a great customer experience.' How often have you heard these or similar statements? And how often has a manager given a clear and meaningful definition of what a great customer experience (CX) actually is, or even proposed an idea about how to accurately measure it? In many organizations CX has become a meaningless buzzword, a v...
Article
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Customer experience (CX) has become a top concern of business executives worldwide, and is considered to be a key determinant of long-term corporate success. Although numerous books and research papers have been written on the topic, knowledge remains limited about the nature of CX and the appropriateness of current best practices. At the same time...
Article
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Purpose – The purpose of this study is to (a) develop a conceptual framework exploring the relationships between perceived negative firm customization, unfairness perceptions, and customer loyalty intentions, and (b) investigate the moderating effects of trust in these relationships. The study explores how customizing offers to match customers’ ind...
Chapter
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Managers, consultants and scholars alike consider customer experience (hereafter CX) as the next competitive battleground for firms worldwide. The development of corresponding CX strategies, however, faces a number of challenges. First, similar to all emerging fields of management, there is no universally accepted definition of the concept, its sco...
Conference Paper
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Service systems enable value propositions based on creating both, favorable customer service experiences and business value. Value is experiential, individual, contextual, and meaning-laden. Scholars posit that companies must (a) offer a value proposition based on customers value perceptions, (b) align service systems with these value perceptions,...
Chapter
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In today’s economy companies focus on generating customer loyalty and a competitive advantage by creating favorable customer experiences (CX) (Badgett et al. 2007). Customer’s value perceptions are the outcome of their customer experiences (Meyer and Schwager 2007). Therefore, companies need to design, implement and manage corresponding customer ex...
Article
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Purpose – Despite efforts by researchers and managers to better link marketing activities with business financial outcomes, there is general agreement that by and large chief marketing officers (CMOs) (and marketing in general) have lost strategic decision-making influence within organizations. The purpose of this paper is to understand the causes...
Article
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Managers, consultants and scholars alike consider the digital customer experience (CX) as the next competitive battleground for firms worldwide. The development of corresponding CX strategies, however, faces a number of challenges. First, similar to all emerging fields of management, there is no universally accepted definition of the concept, its s...
Article
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Philipp “Phil” Klaus, Founder Dr. Phil Klaus & Associates Consulting, London, UK. Professor of Customer Experience and Marketing Strategy, ESCE, Paris. www.profdrphilklaus.com Phone: +39 3498876196 Email: profdrphilklaus@gmail.com @profdrphilklaus Purpose - Based upon primary research, the paper highlights the three main sources of frustration ab...
Article
Full-text available
Managers, consultants and scholars alike consider the digital customer experience (CX) as the next competitive battleground for firms worldwide. The development of corresponding CX strategies, however, faces a number of challenges. First, similar to all emerging fields of management, there is no universally accepted definition of the concept, its s...
Article
Customer experience (CX) is omnipresent, and I am confident the DMI Review readership agrees. After all, the term experience was mentioned 308 times in the last issue of the Review. A quick Google search will deliver 539,000,000 hits and make it clear that there are more than 1,200,000 professionals associated with the term. CX blogs, consultants...
Article
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The concept of online customer experiences, and in particular the role of social media in online customer behavior has recently received great interest from academia, business and market researchers alike. Despite the belief that social media, imbedded in a corresponding online channel strategy, can be the key to successfully track and analyze cons...
Article
Mr Sheng Wang demonstrated his perception of Mercedes-Benz's unfair treatment and insensitivity to Chinese buyers by having his Mercedes sports coupe towed by a water buffalo through his Chinese hometown, Wuhan. But he did not stop there. Next, he ordered workers, specifically hired for this purpose, to pound the car with sledge hammers and sticks...
Article
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Purpose - This study proposes to model customer experience as a ‘continuum’, labelled Customer Experience Continuum (CEC). We adopt a customer experience quality construct and scale (EXQ) to determine the effect of customer experience on a bank’s marketing outcomes. We discuss our study’s theoretical and managerial implications, focusing on custome...
Article
Full-text available
The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers’ online buying behavior, most of the research focuses solely on the customer perspective rather than the firm’s strategic viewpoint. Th...
Article
Full-text available
The concept of fairness has received great attention in consumer behavior research lately. However, the focus of these studies has mainly been the understanding of fairness in terms of pricing rather than exploring the consumers’ perceptions of fairness itself. This study explores the consumers’ perceptions of fairness as an outcome of a retailer’s...
Article
Full-text available
Defining and improving customer experience is a growing priority for market research because experience is replacing quality as the competitive battleground for marketing. Service quality, we argue, is an outgrowth of the total quality management (TQM) movement of the 1980s and suffers from that movement’s focus on the provider rather than the valu...
Conference Paper
Full-text available
The phenomenon of customer experience (CE) is of increasing interest to both academics and business executives. Researchers believe that successful CE programs improve customer value since it is experiential. The link between customer value and firm performance is widely assumed. In order to determine which strategies and practices most influence p...
Article
Full-text available
Purpose The purpose of this paper is to conceptualize, construct, refine and empirically validate a multiple‐item scale for measuring customers' service experience (EXQ). Design/methodology/approach The authors present exploratory research developing a conceptualization of service experience based on a two‐stage approach: initial item generation t...
Article
Full-text available
This longitudinal study proposes a conceptual model of sports tourism customer experience in the context of a mountain-biking extreme sport camp. Customer experience is conceptualised as a three-dimensional framework consisting of five dimensions: hedonic pleasure, personal progression, social interaction, efficiency and surreal feeling. Using the...
Article
Full-text available
Marketing theory and practice evolved dramatically through a series of transformations from products to services and, recently, customer experiences. Each stage has its own perspective on marketing's purpose, the nature of customer value, and measurements that calibrate performance and guide managerial decisions. The latter is of particular interes...
Chapter
Full-text available
Quo Vadis, Customer Experience? Customer Experience is most certainly on every ones, and in particular, every marketing managers mind. Not a day goes by in which we are not faced with headlines and corporate news announcing a new customer experience strategy, a new head of customer experience, or a new award for customer experience excellence. Corp...
Article
Full-text available
Marketing theory and practice evolved dramatically through a series of transformations from products to services and, recently, customer experiences. Each stage has its own perspective on marketing's purpose, the nature of customer value, and measurements that calibrate performance and guide managerial decisions. The latter is of particular interes...

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