The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda

Over the last three decades, customer experience (CE) has developed from a burgeoning concept to a widely recognized phenomenon in terms of both research and practice. To account for the complexity of consumption decisions, the CE literature encompasses both the rational information processing approach to consumer decision‐making and the experiential approach, which includes emotions, feelings and sub‐consciousness. The authors classify and examine CE research on two levels. Studies on static CE analyze experiences during touchpoints at one point in time, while studies on dynamic CE assess how experiences evolve over time. Furthermore, both static and dynamic CE research take place from two distinct theoretical perspectives: the organization and the consumer. As both theoretical perspectives essentially deal with the same phenomenon – the organizational perspective with the creation of CEs and the consumer perspective with the perception of customer experiences – there is potential for a productive symbiosis between them. The authors propose that connecting insights from both perspectives can contribute to a better understanding of what constitutes a CE for consumers and how firms can effectively manage it. First, the authors discuss the development of CE and argue that it has evolved into a broad and fragmented ‘umbrella construct’. Second, after distinguishing and defining static and dynamic CE, they systematically evaluate the state of knowledge in both the organizational and consumer perspectives. Finally, they develop an agenda for future research that integrates the consumer perspective into organizational CE research.     

What do young children know about sex? Research on the sexual knowledge of children between the ages of 2 and 6 years

We investigated the sexual knowledge of 63 Dutch children in the age range 2–6 years. Boys and girls were equally represented in the sample. The children had an average, or above‐average IQ and none of them had any experience of sexual abuse. It was found that young children have a very limited knowledge of sexuality. They only possess some basic knowledge of genital differences, gender identity, sexual body parts and (non‐sexual) functions of the genitals. Knowledge of pregnancy and birth, reproduction and adult sexual behaviour was found to be very limited and decreased in the order presented here. Non‐sexually abused children appear to interpret situations that show physical intimacy between adults and children in terms of their own experiences. None of the children talked about sexual activities. Older children generally knew more than younger ones. No significant differences in knowledge between boys and girls were found. Copyright © 2000 John Wiley & Sons, Ltd.     

THE IMPACT OF PRODUCT RECOVERY ON LOGISTICS NETWORK DESIGN

Efficient implementation of closed‐loop supply chains requires setting up appropriate logistics structures for the arising flows of used and recovered products. In this paper we consider logistics network design in a reverse logistics context. We present a generic facility location model and discuss differences with traditional logistics settings. Moreover, we use our model to analyze the impact of product return flows on logistics networks. We show that the influence of product recovery is very much context dependent. While product recovery may efficiently be integrated in existing logistics structures in many cases, other examples require a more comprehensive approach redesigning a company's logistics network in an integral way.     

Online psychoeducation with parent management training: Examining the contribution of peer support

Psychoeducation is an empirically based intervention that is increasingly delivered online to individuals and groups. Low participation has been a problem for online designs that include peer support. New technology designs have been called for, and in response, we developed a model that synchronized the delivery of individual and group‐based psychoeducational activities for parent management training. We used a problem‐based learning strategy delivered to caregivers of youth demonstrating oppositional behaviours to encourage the development of helping processes and peer support. This mixed methods intervention study had high rates of participant retention and positive measurable changes for two of its three psychoeducational outcome measures. When we merged the study data, we observed that mutual aid—a frequently sought goal of group‐based interventions—contributed to participant outcomes.     

Examining individual‐level academic risk and protective factors for foster youth: School engagement,behaviors, self‐esteem,and social skills

Students' school engagement is widely regarded as critical for positive school adjustment and overall academic success. Foster youth persistently face poorer educational outcomes than peers and demonstrate lower levels of school engagement and higher levels of academically threatening behaviors. The goals of the present study were (a) to explore relationships amongst various child‐level correlates of school engagement and problem behaviors—namely, self‐esteem and social skills—and (b) to respectively investigate the protective potential of self‐esteem and social skills in the association between school engagement and behavior problems that threaten educational trajectories. Results indicate significant associations between school engagement and problem behaviors, as well as between self‐esteem, social skills, and school engagement. Further, self‐esteem mediated the association between school engagement and both youth‐ and foster parent‐reported externalizing behavior, and social skills mediated the association between school engagement and both youth‐ and foster parent‐reported externalizing behavior. Implications for future practice, research, and policy are discussed.     

‘Working fathers' in Japan: Leading a change in gender relations?

Does the emergent phenomenon of ‘working fathers' herald a process of change in gender relations in Japan? Against the background of the current discourse in Japan about new modes of fathers' participation in the family, the article focuses on the small group of working fathers — men who explicitly organize their working lives around family responsibilities — to examine the potentiality of change. This supposed change in the roles of men (and women), at home and in the workplace, is considered in terms of latency, as a ‘slow‐dripping' process. The qualitative research focuses on Fathering Japan, Japan's leading fathering movement, its ideology, its members and their families. The article offers a critical perspective, juxtaposing gender ideology with practice. Exploring the real‐life experiences of working fathers caught between family and work, especially against Japan's gendered corporate culture, the article also addresses the persistence of gender inequality in Japan.     

A post‐socialist legacy in transnational families: Russian and Polish women in Finland

In this article, we bridge the analytical gap between transnational anthropology and the anthropology of post‐socialism to explore the transnational family lives of Russian and Polish women in Finland. We point to three interrelated aspects of the post‐socialist legacy – (1) an inclusive understanding and practice of family that involves the interactions of immediate and extended family configurations; (2) intergenerational solidarity among women; and (3) feminine subjectivity built on the socialist ideal of a working mother. Our ethnographies illustrate that Russian and Polish women maintain their transnational families through networks of transnationally dispersed extended families. In women's lives and selves, traditional gendered motherhood and the liberal idea of a working woman are combined and supported by women's intergenerational companionship across borders. Our case studies show that such concrete, informal relations of affection and care provide women with a sense of security and self‐worth amid transnational change.     

Theorizing race in Hawai‘i: Centering place,indigeneity, and settler colonialism

Scholars have argued that the sociology of race in the United States should be theorized within a settler‐colonial framework, while others have advanced a turn toward empire. Theories of settler colonialism are only recently gaining traction within sociology, however, and insights from Indigenous studies remain unfamiliar to many sociologists of race and ethnicity. Contemporary scholarship on Hawai‘i addresses settler colonialism and indigeneity in ways that could inform the sociology of race. The recent scholarship on Hawai‘i reviewed here advances the theorizing of race in three ways. First, it shows the complexity, endurance, and creativity of Indigenous agency, as well as resistance to colonialism. Second, by critically describing settler colonialism, it distinguishes colonial domination from racial domination, while also demonstrating their entanglements. Third, this body of literature examines how racializations are triangulated, organized by selective assimilation, and shaped by contestations over land, places, and resources. By engaging with these three themes, contemporary scholarship on Hawai‘i suggests pathways for future research at the intersection of race, place, indigeneity, and settler colonialism.     

Parent–child joint media engagement in infancy

Early conversations are an important source in shaping children's cognitive and emotional development, and it is vital to understand how parents use media as a platform to engage in conversations with their young children and what might predict the quality of these interactions. Thus, in the current study we explored the nature of parent–child discourse while engaging in media (i.e., joint media engagement) with infants, and how parent (empathic concern and responsiveness) and child (negative emotionality and regulatory capacity) variables might be associated with the quality of engagement. The current study consisted of 269 infants (50% female, M_age = 17.09 months, SD = 3.93; 59% White) and their primary caregiver (98% mothers) who engaged in a variety of in‐home tasks and parental questionnaires. Results established three meaningful codes for both parent and child that assessed positive and negative joint media engagement. Further, results suggested that parental empathic concern was associated with positive parent and child media engagement, while child negative emotionality was associated with lower levels of distraction. Discussion focuses on the importance of studying parent–child discourse in the context of joint media engagement and recommends limiting media exposure before 18 months of age.     

Poverty alleviation,coverage and fiscal sustainability: Investigating the effect of a new social pension in Hong Kong

This article synthesises the characteristics of social pensions across Asia and evaluates the effect of a new social pension in the Hong Kong SAR, the Old Age Living Allowance (OALA), on poverty alleviation, coverage rates and fiscal sustainability. We found that the effectiveness of the OALA in reducing old‐age poverty was limited, although it has led to an increase of retirement pension coverage by 6%. The OALA is projected to face substantial cost increases in the medium and longer term. Increasing the level of OALA benefits would be a direct means to enhance its poverty alleviation effect but may potentially be hampered by concerns about the fiscal sustainability of such changes. More obfuscated alternatives for Hong Kong policy makers to affect old‐age poverty alleviation include adjusting the indexing rules of benefit level payments and the eligibility criteria to reduce the stigma attached to the current policy choices.