| 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 | 497 | 2013 |
| EXQ: a multiple-item scale for assessing service experience PP Klaus, S Maklan Journal of Service Management 23 (1), 5-33, 2012 | 366 | 2012 |
| Customer experience: are we measuring the right things? P Klaus, S Maklan International Journal of Market Research 53 (6), 771-792, 2011 | 362 | 2011 |
| 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 | 227 | 2013 |
| Fresh perspectives on customer experience JR McColl-Kennedy, A Gustafsson, E Jaakkola, P Klaus, Z Radnor, ... Journal of Services Marketing 29 (6/7), 2015 | 224 | 2015 |
| The role of brands in a service-dominated world P Klaus, S Maklan Journal of Brand Management; Brand Management; 15 (2), 115-122, 2007 | 182 | 2007 |
| 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 | 168 | 2015 |
| Developing superior value propositions: a strategic marketing imperative B Edvardsson, P Klaus, A Payne, P Frow Journal of Service Management, 2014 | 140 | 2014 |
| Flight of the Golden Harpy S Klaus Macmillan, 2014 | 121 | 2014 |
| Measuring Customer Experience P Klaus https://doi.org/10.1057/9781137375469, 2014 | 121* | 2014 |
| 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 | 114 | 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 | 102 | 2013 |
| 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 | 102 | 2013 |
| 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 | 81 | 2013 |
| 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 | 66 | 2015 |
| Experience co-creation in financial services: an empirical exploration F Ponsignon, P Klaus, RS Maull Journal of Service Management 26 (2), 295-320, 2015 | 65 | 2015 |
| Reinventing marketing strategy by recasting supplier/customer roles B Edvardsson, P Klaus, E Gummesson, H Kuusela, E Närvänen Journal of Service Management, 2014 | 65 | 2014 |
| Getting in with the “In” crowd: how to put marketing back on the CEO's agenda P Klaus, B Edvardsson, TL Keiningham, T Gruber Journal of Service Management 25 (2), 195-212, 2014 | 45 | 2014 |
| Towards practical relevance—Delivering superior firm performance through digital customer experience strategies P Klaus Journal of Direct, Data and Digital Marketing Practice 15 (4), 306-316, 2014 | 32 | 2014 |
| Customer engagement in evolving technological environments: Synopsis and guiding propositions LD Hollebeek, DE Sprott, TW Andreassen, C Costley, P Klaus, ... European Journal of Marketing, 2019 | 29 | 2019 |
Bang NguyenPhD (Oxford Brookes University) / Looking for a new professorshipVerified email at oxfordbrookes.net
