"Why is Customer Experience Management the next battleground for managers?” by Phil Klaus, IUM

Collection In’Search – Episode 37 "Why is Customer Experience Management considered the next battleground by managers worldwide?” by Phil Klaus, Professor of Marketing, International University of Monaco Kuppelwieser V., Klaus Ph., Baruch Y., and Manthiou A. “The missing link - fairness as the ultimate determinant of service profitability” Recherche et Applications en Marketing, 2018, FNEGE rang 2, CNRS rang 2. Klaus Ph. “Luxury patient experience (LPX): review, conceptualization, and future research directions” The Service Industries Journal, 2017 More information on www.recherche.inseec.com