KLAUS, PHILIPP

École

IUM-Marketing & Communication

Email

pklaus@monaco.edu

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KLAUS, PHILIPP

Last update on 03/20/2026

Publications

The Big Five of Phygital Luxury Experience (PH-LX): A Transformative Luxury Research Perspective

The Big Five of Phygital Luxury Experience (PH-LX): A Transformative Luxury Research Perspective

Customer Experience and Emotional Drivers of Satisfaction and Loyalty in U.S. Banking: An Application of the EXQ Model

Customer Experience and Emotional Drivers of Satisfaction and Loyalty in U.S. Banking: An Application of the EXQ Model

Turn Food Waste Into Climate Action: Engaging Customers

Turn Food Waste Into Climate Action: Engaging Customers

The Yacht Charter Client Experience and Well-Being: Insights for Hospitality Management from Moral Foundations Theory

The Yacht Charter Client Experience and Well-Being: Insights for Hospitality Management from Moral Foundations Theory

Extending the TCQ Framework: Redesigning Digital Customer Experience in High-End Luxury Service Contexts

Extending the TCQ Framework: Redesigning Digital Customer Experience in High-End Luxury Service Contexts

The Big Five of Phygital Luxury Experience (PH-LX): A Transformative Luxury Research Perspective

Thriving in Opposition: the Effect of Boycotting on Narcissists’ Well-Being

Thriving in Opposition: the Effect of Boycotting on Narcissists’ Well-Being

The sorrows of methods researchers

The sorrows of methods researchers

Exploring AI-driven phygital experiences: the case of ultra-high-net-worth individuals travel concierge services

Exploring AI-driven phygital experiences: the case of ultra-high-net-worth individuals travel concierge services

Beyond Status: The LEX Model and the Future Logic of Luxury Retail

Beyond Status: The LEX Model and the Future Logic of Luxury Retail

The Future of Luxury Retailing and Consumer Services VSI

The Future of Luxury Retailing and Consumer Services VSI

Perfecting myself might break some eggs: How influencer aspiration negates eco-guilt in influencer driven purchases

Perfecting myself might break some eggs: How influencer aspiration negates eco-guilt in influencer driven purchases

Perfecting myself might break some eggs: How influencer aspiration negates eco-guilt in influencer driven purchases

Is digital fashion the future of the metaverse? Insights from YouTube comments.

Is digital fashion the future of the metaverse? Insights from YouTube comments.

Sailing into Tranquility: The Rise of Slow Yachting in Luxury Tourism

Sailing into Tranquility: The Rise of Slow Yachting in Luxury Tourism

Navigating the metaverse: Marketing strategies and sensory integration

Navigating the metaverse: Marketing strategies and sensory integration

The metaverse experience: a big data approach to virtual service consumption

The metaverse experience: a big data approach to virtual service consumption

Future research directions: Enhancing the citizenship experience

Future research directions: Enhancing the citizenship experience

Designing Retail and Consumer Services for a Positive Societal and Citizenship Impact

Designing Retail and Consumer Services for a Positive Societal and Citizenship Impact

Enhancing consumer well-being through the citizenship experience

Enhancing consumer well-being through the citizenship experience

Inclusive servicescapes: the imperative of universal design principles

Inclusive servicescapes: the imperative of universal design principles

Effects of Travel Agencies' Environment, Social, and Governance Marketing Activities on Consumer Behavioral Intentions

Effects of Travel Agencies' Environment, Social, and Governance Marketing Activities on Consumer Behavioral Intentions

Keeping up with Methods – Service Marketing Research Special Issue," Journal of Services Marketing.

Keeping up with Methods – Service Marketing Research Special Issue," Journal of Services Marketing.

Mini‐Me Fashion Sharenting: Drivers, Consequences, and the Role of Market Mavens 

Mini‐Me Fashion Sharenting: Drivers, Consequences, and the Role of Market Mavens 

Exploring regenerative tourism: Consumer perspectives on inspiration, legacy, and morality

Exploring regenerative tourism: Consumer perspectives on inspiration, legacy, and morality

Metaverse retail: Pioneering research avenues for tomorrow's marketplace

Metaverse retail: Pioneering research avenues for tomorrow's marketplace

Viewpoint: phygital – the emperor’s new clothes?

Viewpoint: phygital – the emperor’s new clothes?

Developing profitable customer relationships through AI

There is a Secret to Success: Linking Customer Experience Management Practices to Profitability

Solo Tourism: Exploration and conceptualization - A semi-supervised machine learning approach

Quantifying the influence of customer experience on consumer share-of-category

Metaverse Retail: Pioneering Research Avenues for Tomorrow's Marketplace

The Retailing Metaverse Special Issue: Challenges and Opportunities

There is a Secret to Success: Linking Customer Experience Management Practices to Profitability

Solo Tourism: Exploration and conceptualization - A semi-supervised machine learning approach

Quantifying the influence of customer experience on consumer share-of-category

The “Nip and Tuck” Service Framework: Bright and Dark Side of Beautification/Modification Services

Come fly with me: exploring the private aviation customer experience (PAX)

Lifestyle of the rich and famous: Exploring the ultra-high net-worth individuals’ customer experience (UHCX)

The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities

Slow Tourism: Conceptualization and interpretation - A traveler vloggers' perspective

How luxury retail will change forever – The role of atmospherics in the digital era

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

The future of luxury management – 5 megatrends that are here to stay: guidance for researchers and managers

A Glimpse of the Future Retail Customer Experience – Guidelines for Research and Practice

Reevaluating tourism experience measurements: an alternative Bayesian approach

Sustainability in Luxury – Core Requirement or Just a Fad? Insights from Consumer Twitter Activities

The “Nip and Tuck” Service Framework: Bright and Dark Side of Beautification/Modification Services

Lifestyle of the rich and famous: Exploring the ultra-high net-worth individuals’ customer experience (UHCX)

The interplaying factors of the robotic tourism experience: The customer journey's touchpoints, context, and qualities

Slow Tourism: Conceptualization and interpretation - A traveler vloggers' perspective

How luxury retail will change forever – The role of atmospherics in the digital era

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

The future of luxury management – 5 megatrends that are here to stay: guidance for researchers and managers

A Glimpse of the Future Retail Customer Experience – Guidelines for Research and Practice

Reevaluating tourism experience measurements: an alternative Bayesian approach

Sustainability in Luxury – Core Requirement or Just a Fad? Insights from Consumer Twitter Activities

What matters most to ultra-high-net-worth individuals? Exploring the UHNWI luxury customer experience (ULCX)

What matters most to ultra-high-net-worth individuals? Exploring the UHNWI luxury customer experience (ULCX)

More than just brands, status, and exclusivity? Exploring the Luxury Experience and Luxury Experience Management

What Matters Most to UHNWI? Exploring the UHNWI Luxury Customer Experience (ULCX)

The Convenience of Shopping via Voice AI: Introducing AIDM

The Role of Customer Experience in the Perceived Value–Word-of-Mouth Relationship

Customer experience quality in African B2B contexts

Viewpoint: Phygital – The Emperor’s new clothes?

The Future of Customer Experience (CX) in Retailing

Priceless time – The UHNWI's most precious possession: implications for international marketing theory and practice

Measuring customer experience quality: The EXQ scale revisited

The Ultimate Luxury: Exploring Ultra-High-Net-Worth (UHNW) Individuals’ Motivations and Experiences

The Convenience of Shopping via Voice AI: Introducing AIDM

The Role of Customer Experience in the Perceived Value–Word-of-Mouth Relationship

Customer experience quality in African B2B contexts

The Future of Customer Experience (CX) in Retailing

Priceless time – The UHNWI's most precious possession: implications for international marketing theory and practice

Measuring customer experience quality: The EXQ scale revisited

Guiding directions and propositions: Placing dynamics at the heart of customer experience (CX) research

Guiding directions and propositions: Placing dynamics at the heart of customer experience (CX) research

Guest editorial: age is a construct, not a characteristic

Guest editorial: age is a construct, not a characteristic

AGE IS A CONSTRUCT, NOT A CHARACTERISTIC

AI voice bots: a services marketing research agenda

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Gathering Momentum: Placing Dynamics at the Heart of Customer Experience (CX) Research

Viewpoint: a primer for inclusive service marketing theory

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

Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research

Man vs machine: examining the three themes of service robotics in tourism and hospitality

Revisiting the Age Construct: Implications for Service Research

The end of the world as we know it? The influence of online channels on the luxury customer experience

In Transition: Service Research Opportunities for An Aging Society

AI voice bots: a services marketing research agenda

Moving the Customer Experience Field Forward: Introducing the Touchpoints, Context, Qualities (TCQ) Nomenclature

Viewpoint: a primer for inclusive service marketing theory

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

Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research

Man vs machine: examining the three themes of service robotics in tourism and hospitality

Revisiting the Age Construct: Implications for Service Research

The dawn of traditional CX metrics? Examining satisfaction, EXQ, and WAR

The dawn of traditional CX metrics? Examining satisfaction, EXQ, and WAR

The end of the world as we know it? The influence of online channels on the luxury customer experience

The end of the world as we know it? The influence of online channels on the luxury customer experience

Customer Experience (CX), not Brands will be sitting on the Iron Throne

Customer engagement in evolving technological environments: Synopsis and guiding propositions

The Product is Me: Hyper-Personalized Consumer Goods as Unconventional Luxury

A New Me: Going abroad for health and body beautification/modification

The dawn of traditional CX metrics? Examining satisfaction, EXQ, and WAR

Consumer Responses to Planned Obsolence

The missing link - fairness as the ultimate determinant of service profitability

Viewpoint: Conveying Managerial Relevance into Service Research

Luxury patient experience (LPX): review, conceptualization, and future research directions

Measuring Customer Experience - How to Develop and Execute the Most Profitable Customer Experience Strategies

Measuring Customer Experience - How to Develop and Execute the Most Profitable Customer Experience Strategies