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.     

LATIN AMERICA'S DECLINING SKILL PREMIUM: A MACROECONOMIC ANALYSIS

The decline in Latin America's skill premium and income inequality during the 2000s was partly driven by an economic expansion that favored low‐skill‐intensive service sectors. Evidence shows inequality becomes countercyclical in the 2000s, and unlike previous expansions, the boom was concentrated on services while manufacturing lagged behind. I build an open economy general equilibrium model that features a low‐skill‐intensive nontradable sector. The model suggests that favorable shocks to commodity prices and international interest rate spreads, such as those that buffeted Latin America in the 2000s, account for about a fifth of the observed decline in the skill premium. (JEL D31, E32, F41, O15, O54)     

Should I stay or should I go now? Exploring Polish women's returns “home”

At a time when there are more people on the move than ever before, it is pivotal to explore people's motivations and experiences of return migration. Whilst motivations for migration are comparatively well explored, return migrants' experiences are less well‐known and migrants' gender is rarely considered. This article addresses these gaps. It is based on qualitative research and in‐depth interviews with 32 Polish women: 16 migrants and 16 return migrants. Considered through the lens of agency and structure, this research uncovers how fluid the process of migration has become; migration motivations and patterns are blurred and interlinked with one another while classic migration theories seem outdated. The study uses an “intersection of motivations” to show how inseparable migration‐related motivations have become. This article contributes to the growing literature on East–West return migration and highlights women as migrants and the gendered nature of their mobility.     

Evaluating the Effectiveness and Efficiency of Hong Kong Welfare Programmes in Reducing Child Poverty

This paper examines the effectiveness and efficiency of welfare programmes that are relevant to child poverty reduction in Hong Kong. We employ data from a cross‐sectional survey of a representative sample of families, conducted in 2015 through face‐to‐face interviews. Our results indicate that all four welfare programmes were inadequate in alleviating child poverty. This was either due to the deep poverty gap to be filled or high rates of exclusion error. Most programmes are also inefficient because of inclusion error. We conclude by suggesting some policy implications for the welfare programmes.     

Exploring Infant Gesture and Joint Attention as Related Constructs and as Predictors of Later Language

In infancy, use of gesture and the ability to engage in joint attention with others both predict later language development. Conceptually, gesture and joint attention abilities may reflect a similar underlying social‐communicative skill. However, these abilities are often studied separately. Despite the fact that gesture is often used in episodes of joint attention, little is known about the degree to which measures of gesture use and joint attention ability are associated with one another or how they similarly, or differentially, predict children's language abilities. Participants in this study were 53 infants. At 12 months, multiple measures of infants’ gesture use were gleaned from a free–play interaction with a parent. Infants’ responding to and initiating joint attention were measured via the Early Social‐Communicative Scales (Mundy et al., 2003). Infants’ expressive and receptive language was measured at 24 months with the Mullen Scales of Early Learning (Mullen, 1995). A factor analysis including gesture and joint attention measures indicated that at 12 months, joint attention, particularly responding to joint attention, reflects a similar underlying construct with infant gesture use, yet they uniquely predict later language ability.     

Examining Discrimination,Ethnic‐Racial Identity Status,and Youth Public Regard Among Black,Latino, and White Adolescents

How positively adolescents believe others feel about their ethnic‐racial group (i.e., public regard) is an important part of their ethnic‐racial identity (ERI), which is likely informed by contextual and individual factors. Using cluster analyses to generate ERI statuses among Black, Latino, and White adolescents (n = 1,378), we found that associations between peer versus adult discrimination and public regard varied across ERI status and ethnic‐racial group. However, among all adolescents, an achieved ERI (i.e., having explored ethnicity‐race and having a clear sense about its personal meaning) buffered the negative association between adult discrimination and public regard, but not between peer discrimination and public regard. Implications for understanding the interplay between contextual and individual factors for public regard are discussed.     

Unauthorized Status and Youth Development in the United States: Consensus Statement of the Society for Research on Adolescence

In the United States, 5.3 million children and adolescents are growing up either with unauthorized status or with at least one parent who has that status. Until recently, little in the way of research has informed federal, state, and local policy debates related to unauthorized status (e.g., border enforcement, deportation, and a pathway to citizenship) although these issues have important implications for youth development. This statement is a brief summary of the research evidence on multiple domains of development that may be affected by the child or parent's unauthorized status. We also describe the contextual and psychological mechanisms that may link this status to developmental outcomes. We summarize a range of policies and practices that could reduce the developmental harm to children, youth, and their families stemming from this status. Finally, we conclude with recommendations for policy, practice, and research that are based on the evidence reviewed.     

Relational‐Interdependent Self‐Construal and Gender Predicting Blood Pressure Reactivity and Recovery From Stress in Early Adolescence

This study investigated the association between relational‐interdependent self‐construals (relational interdependence) and blood pressure reactivity and recovery from two types of peer stressors (i.e., relational and instrumental) and gender as a moderator of this association. One hundred and ninety‐six early adolescents (M = 10.11 years) reported their relational interdependence and participated in a laboratory stress protocol in which their systolic and diastolic blood pressures before, during, and after experiencing peer stressors were assessed. Results indicated that for males only, those with high relational interdependence showed greater systolic blood pressure reactivity and, at a trend level, impaired recovery from instrumental stressors; females with high relational interdependence showed greater diastolic blood pressure reactivity to relational stressors.     

STRATEGIC DISCLOSURE OF MEANINGFUL INFORMATION TO RIVAL

I study a model of strategic disclosure of a private signal to a rival in the presence of a payoff externality. In the model, two agents forecast the unknown true state of a future period. Specifically, the quality of the signal is also private information. Hence, which quality of signal is revealed for which incentive is the main question of interest. I show that, even when disclosure is costly, the revealing equilibrium, where an agent voluntarily reveals his signal, can exist and it should be a monotone equilibrium. Asymmetry between the penalty for an incorrect forecast and the reward for a correct forecast is a necessary condition for the existence of this revealing equilibrium. If the penalty is larger than the reward, the unique revealing equilibrium is a separating equilibrium, where only the low quality signal is disclosed in order to induce the rival's imitation. On the other hand, if the reward is much larger than the penalty, the unique revealing equilibrium is a pooling equilibrium, where the signal is always revealed in order to induce the rival's deviation. If the reward is not much larger than the penalty, no revealing equilibrium is robust to a costly disclosure. (JEL D81, D82)     

Therapists’ Assessments in Treating “Sex Addiction” and Their Relationship to Clients’ Gender,Relationship Status,and Exclusivity Status

A total of 208 therapists and therapists‐in‐training were surveyed to better understand if clinical assessments and recommendations regarding “sex addiction” changed based upon a client's gender, relationship status, or exclusivity status. Using clinical vignettes, this study examined the clinical assessment and recommendations of licensed mental health providers (n = 92) and mental health providers in‐training (n = 116). Results indicated that professional ratings differed based on relationship exclusivity and gender; specifically, female nonmonogamous behavior was rated more negatively than male nonmonogamous behavior, while male monogamous behavior was rated more negatively than female monogamous behavior. Recommendations for treatment varied, with higher addiction ratings leading to greater odds of recommending individual, group, and community support over relational therapy. Clinical and training implications are discussed. Video abstract accessible by clicking here .