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

Prof. Dr. Phil Klaus is widely considered as one of the leading global Customer Experience Strategists. He is the 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,” Chairman of the PK Customer Experience Institute, and holds multiple visiting professorships around the globe. His award-winning research has appeared in numerous books, and a wide range of top-tier academic and managerial journals.

Dr. Aikaterini Manthiou is an Associate Professor of Marketing at NEOMA Business School (France). She has several years of working experience in different industries such as hotel sector, banking and investment projects in China. Her primary research interests are services marketing and social media marketing for brands. Her research papers have been published in different business, service and hospitality journals such as Journal of Business Research, Psychology & Marketing, International Journal of Hospitality Management, Electronic Markets, Journal of Services Marketing, Journal of Travel and Tourism Marketing, Recherche et Applications en Marketing etc.