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.     

Scheduling with interjob communication on parallel processors

Consider a scheduling problem in which a set of tasks needs to be scheduled on m parallel processors. Each task \(T_i\) consists of a set of jobs with interjob communication demands, represented by a weighted, undirected graph \(G_i\). The processors are assumed to be interconnected by a shared communication channel, which can be used by jobs to communicate among each other while being processed in parallel. In each time step, the scheduler assigns jobs to the processors and allows any processed job to use a certain capacity of the channel in order to satisfy (parts of) its communication demands to adjacent jobs processed in the same step. The goal is to find a schedule with minimum length in which the communication demands of all jobs are satisfied. We show that this problem is NP-hard in the strong sense even if the number of processors is constant and the underlying graph is a single path or a forest with arbitrary constant maximum degree. Consequently, we design and analyze approximation algorithms with asymptotic approximation ratio \(\min \{1.8, 1.5 \frac{m}{m-1}\}+1\) if the underlying graph G, the union of the \(G_i\), is a forest. For general graphs it is \(\min \left\{ 1.8, \frac{1.5m}{m-1}\right\} \cdot \left( \text {arb}(G) + \frac{5}{3}\right) \), where \(\text {arb}(G)\) denotes the arboricity of G.     

The intersection of social protection and mobilities: a move towards a ‘Practical Utopia’ research agenda

Currently, a number of contributions in mobility studies are looking for fruitful intersections with other ‘adjacent’ approaches . In this spirit, our theoretical paper argues to study one particular aspect: the intersection of social protection and mobilities. Currently, the provision of social services in the ‘West’ is strongly entrenched within nation-state logics, which assume that clients’ immobility is a precondition of service delivery and that national citizenship is the desirable conditionality of gaining social rights. To overcome such a wide-spread conflation of social security with state security, we introduce the heuristic concept ‘social protection’. It allows social security to be imagined beyond a state-centric perspective and avoids the pitfalls of either a citizenship or a migration approach by taking on a mobility perspective. Thus, for scholars anchored in mobility studies we propose how to develop a social security perspective in a progressive way. For readers from other areas, e.g. citizenship, migration or social policy, we will show how a mobility perspective enriched by a No Border approach can overcome a narrow Western, statist and static perspective on social security. Our goal is to conceptually open up what we call a ‘practical utopia’ research agenda, one that expands our political horizons for future and present socialities.     

Pregnant women’s choice of birthing hospital: A qualitative study on individuals’ preferences

Objective

To investigate pregnant women’s decision making in relation to their choice of birthing hospital and, in particular, their priorities regarding hospital characteristics.

Exploring the Impact of Personal and Partner Traits on Sexuality: Sexual Excitation,Sexual Inhibition,and Big Five Predict Sexual Function in Couples

Sexual difficulties are common among women and men and are associated with various mental and physical health problems. Although psychological traits are known to impact sexual attitudes and behavior, sexuality- and personality-related traits have not been jointly investigated to assess their relevance for sexual functioning in couples. The aim of this study was to investigate how psychological traits of two partners influence women’s and men’s sexual function. Data from 964 couples, representative of the adult population in Germany, were analyzed. Sexual function was assessed with the Female Sexual Function Index (FSFI) and the International Index of Erectile Function (IIEF). Sexuality-related traits were measured with the Sexual Excitation/Sexual Inhibition Inventory for Women and Men (SESII-W/M). Personality was measured with self-report and partner-rating versions of the Big Five Inventory (BFI). Sexual excitation was a positive and sexual inhibition was a negative predictor of sexual function in both genders. Women whose partners were sexually inhibited reported lower sexual function. Conscientious individuals reported better sexual function. Women whose partners were more conscientious also had better sexual function. Assessing partner-related factors may be helpful to identify predisposing and maintaining factors of sexual dysfunctions, especially in women.     

Why perceived organizational and supervisory family support is important for organizations? Evidence from the field

Review of Managerial Science - The relationship between perceived organizational support and its work-outcomes were usually based on social exchange theories. By keeping the social exchange...     

Central exit examinations increase performance... but take the fun out of mathematics

We study the causal effect of state-mandated (central) exit examinations (CEEs) on student performance in Germany and find a small positive effect. We also investigate what actually drives this effect. We find that the teachers’ main reaction to CEEs is to increase the amount of homework and to check and discuss homework more often. Students report increased learning pressure, which has sizeable negative effects on student attitudes toward learning. Students who take central exit exams in mathematics like mathematics less, think it is less easy, and are more likely to find it boring.     

Explaining Cross-Country Differences in Attitudes Towards Immigration in the EU-15

In this paper, we use data from the first two rounds of the European Social Survey to analyze the extent to which differences in average attitudes towards immigration across the EU-15 countries may be explained by differences in socioeconomic characteristics and individually perceived consequences of immigration, using an extension of a decomposition technique developed by Fairlie (2005). We find that despite the significant effects of socioeconomic characteristics on attitudes, differences in the distributions of these characteristics can only explain a modest share of the cross-country variation in average attitudes. A larger part can be explained by differences in perceived consequences of immigration, but the main part is still left unexplained. Apart from providing useful input for policy makers working in the area of immigration policy, this raises a number of questions for further research for which the ESS data can be successfully applied.