Phil Klaus
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Journal Articles

Extending the TCQ framework: redesigning digital customer experience in high-end luxury service contexts

Phil Klaus, Aikaterini Manthiou, Van Ha Luong, Ellie Hickman
Journal: Journal of Services Marketing
Journal of Services Marketing 1–21.
https://doi.org/10.1108/JSM-05-2025-0339
Published: 16 March 2026
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Journal Articles

The sorrows of methods researchers

Volker Kuppelwieser, Phil Klaus
Journal: Journal of Services Marketing
Journal of Services Marketing (2025) 39 (1): 1–3.
https://doi.org/10.1108/JSM-09-2024-0496
Published: 17 October 2024
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Journal Articles

Inclusive servicescapes: the imperative of universal design principles

Phil Klaus, Karen Edwards, Daniela Norvik, Aikaterini Manthiou, Van Ha Luong
Journal: Journal of Services Marketing
Journal of Services Marketing (2024) 38 (8): 1089–1098.
https://doi.org/10.1108/JSM-04-2024-0150
Published: 09 October 2024
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Journal Articles

Where is customer experience (CX) research heading? A personal commentary

Phil Klaus
Journal: Journal of Services Marketing
Journal of Services Marketing (2023) 37 (6): 700–705.
https://doi.org/10.1108/JSM-05-2022-0169
Published: 29 November 2022
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Journal Articles

Customer experience quality in African B2B contexts

Volker G. Kuppelwieser, Phil Klaus
Journal: Journal of Services Marketing
Journal of Services Marketing (2021) 35 (7): 891–900.
https://doi.org/10.1108/JSM-07-2020-0321
Published: 22 July 2021
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Journal Articles

Viewpoint: a primer for inclusive service marketing theory

Volker G. Kuppelwieser, Phil Klaus
Journal: Journal of Services Marketing
Journal of Services Marketing (2020) 34 (6): 749–756.
https://doi.org/10.1108/JSM-04-2020-0128
Published: 10 August 2020
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Journal Articles

AI voice bots: a services marketing research agenda

Phil Klaus, Judy Zaichkowsky
Journal: Journal of Services Marketing
Journal of Services Marketing (2020) 34 (3): 389–398.
https://doi.org/10.1108/JSM-01-2019-0043
Published: 08 April 2020
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Journal Articles

Viewpoint: conveying managerial relevance into service research

Philipp Phil Klaus
Journal: Journal of Services Marketing
Journal of Services Marketing (2019) 33 (1): 104–111.
https://doi.org/10.1108/JSM-10-2018-0284
Published: 24 April 2019
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Journal Articles

Fresh perspectives on customer experience

Janet R. McColl-Kennedy, Anders Gustafsson, Elina Jaakkola, Phil Klaus, Zoe Jane Radnor, Helen Perks, Margareta Friman
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 430–435.
https://doi.org/10.1108/JSM-01-2015-0054
Published: 14 September 2015
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Journal Articles

It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust and loyalty

Bang Nguyen, Philipp “Phil” Klaus, Lyndon Simkin
Journal: Journal of Services Marketing
Journal of Services Marketing (2014) 28 (6): 484–497.
https://doi.org/10.1108/JSM-05-2013-0113
Published: 02 September 2014
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