KLAUS PHIL

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Phil Klaus

Full Professor

Professor of Customer Experience Strategy and Management

Contact

pklaus@ium.monaco.edu

Research interests

Customer Experience Strategy and Management
UHNWI Client Management
Luxury Strategy & Management
Artificial Intelligence
Tourism Strategy & Management

Latest Publications

  • NORMAN, E., P. KLAUS, V. LUONG, “Thriving in Opposition: the Effect of Boycotting on Narcissists’ Well-Being”, Journal of Consumer Behavior, Winter 2025 (ABDC:A, ABS:2).
  • LUONG, V., A. TARQUINI, Y. ANADOL, P. KLAUS, A. MANTHIOU, “Is digital fashion the future of the metaverse? Insights from YouTube comments.”, Journal of Retailing and Consumer Services, 2024, vol. 79 (ABDC:A, CNRS:3, ABS:2).
  • TARQUINI, A., P. KLAUS, “Sailing into Tranquility: The Rise of Slow Yachting in Luxury Tourism”, Tourism Planning and Development, 2024 (ABS:2).
  • KLAUS, P., A. MANTHIOU, “Navigating the metaverse: Marketing strategies and sensory integration”, Journal of Retailing and Consumer Services, 2024 (ABDC:A, CNRS:3, ABS:2).
  • MANTHIOU, A., V. LUONG, K. AYADI, P. KLAUS, “The metaverse experience: a big data approach to virtual service consumption”, International Journal of Contemporary Hospitality Management, 2024 (ABDC:A, CNRS:3, ABS:3).
  • KUPPELWIESER, V. G., P. KLAUS, “Future research directions: Enhancing the citizenship experience”, Journal of Retailing and Consumer Services, 2024 (ABDC:A, CNRS:3, ABS:2).
  • KUPPELWIESER, V. G., P. KLAUS, “Enhancing consumer well-being through the citizenship experience”, Journal of Retailing and Consumer Services, 2024 (ABDC:A,CNRS:3, ABS:2).
  • KLAUS, P., K. EDWARDS, D. NORVIK, A. MANTHIOU, V. LUONG, “Inclusive servicescapes: the imperative of universal design principles”, Journal of Services Marketing, 2024 (ABDC:A, CNRS:3, ABS:2).
  • YUN, J., P. KLAUS, E. HONG, S. LEE, J. PARK, “Effects of Travel Agencies’ Environment, Social, and Governance Marketing Activities on Consumer Behavioral Intentions”, International Journal of Tourism Research, 2024 (ABDC:A, ABS:2).
  • LUONG, V., A. MANTHIOU, H. LIU, E. HICKMANN, P. KLAUS, “Mini‐Me Fashion Sharenting: Drivers, Consequences, and the Role of Market Mavens ”, Journal of Consumer Behavior, 2024 (ABDC:A, ABS:2).
  • MANTHIOU, A., P. KLAUS, V. LUONG, A. TARQUINI, “Exploring regenerative tourism: Consumer perspectives on inspiration, legacy, and morality”, Journal of Travel and Tourism Marketing, 2024 (ABDC:A, CNRS:3, ABS:2).
  • KLAUS, P., A. MANTHIOU, “Metaverse retail: Pioneering research avenues for tomorrow’s marketplace”, Journal of Retailing and Consumer Services, 2024, vol. 78, pp. 103782 (ABDC:A, CNRS:3, ABS:2).
  • KLAUS, P., “Viewpoint: phygital – the emperor’s new clothes?”, Journal of Strategic Marketing, 2024, vol. 32, no. 8, pp. 1172-1179 (ABDC:A, CNRS:4, ABS:2.
  • Klaus, P., Kuppelwieser, V. G., & Heinonen, K. (2023). Quantifying the influence of customer experience on consumer share-of-category. Journal of Retailing and Consumer Services, 73, 103375.
  • Klaus, P. (2023). Where is customer experience (CX) research heading? A personal commentary. Journal of Services Marketing, 37(6), 700-705.
  • Tarquini-Poli, A., & Klaus, Ph. (2023). Developing profitable customer relationships through AI. Managing Luxury Brands: A Complete Guide to Contemporary Luxury Brand Strategies, 173.
  • Wetzels, R. W., Klaus, Ph., & Wetzels, M. (2023). There is a secret to success: Linking customer experience management practices to profitability. Journal of Retailing and Consumer Services, 73, 103338.
  • Klaus, P., Manthiou, A., & Luong, V. H. (2022). Sustainability in luxury: insights from Twitter activities. Journal of Strategic Marketing, 1-18.
  • Manthiou, A., Klaus, P., & Luong, V. H. (2022). Slow tourism: Conceptualization and interpretation–A travel vloggers’ perspective. Tourism Management, 93, 104570.
  • Klaus, Ph., & Kuppelwieser, V. (2022), “A Glimpse in the Retailing Customer Experience Future – Guidelines for Research and Practice,” Journal of Retailing and Consumer Services.
  • Klaus, P., & Tynan, C. (2022). The future of luxury management–5 megatrends that are here to stay: guidance for researchers and managers. Journal of Marketing Management, 38(13-14), 1271-1277.
  • Klaus, P. P. (2022). How luxury retail will change forever-The role of atmospherics in the digital era. Journal of Retailing and Consumer Services, 68.
  • Kuppelwieser, V. G., Klaus, P., Manthiou, A., & Hollebeek, L. D. (2022). The role of customer experience in the perceived value–word-of-mouth relationship. Journal of Services Marketing, 36(3), 364-378.

Updated 22 April 2025