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.     

Post‐socialist language ideologies in action: Linking interview context and language ideology through stance

Changes associated with the post‐socialist period in Albania have complicated the legacy of language ideologies grounded in Ottoman‐era and socialist‐era politics. In this article, I analyze two metalinguistic interviews with young adults in the Albanian capital of Tirana in order to investigate the status of standardizing and anti‐standardizing language ideologies while also raising a methodological question regarding interview context and researcher role as persistent issues in sociolinguistic research. As acts of evaluation, language ideologies can be linked to interactional positionings and alignments via stance, which is significant for understanding aspects of identity and context in the interview. I argue that this framework provides a better understanding of interview dynamics than previous style shifting approaches, as any explanation of differences in interview interactions must simultaneously consider macro‐level influences of ideology and micro‐level interactional developments.     

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.     

Leveraging identities: the strategic manipulation of social hierarchies for political gain

Much scholarship on boundary-making focuses on dyadic relationships between “us” and “them.” Yet the presence of multiple categories within societies allows for complex interactions among more than two potentially relevant groups. To capture this phenomenon and its dynamics better, we develop the concept of leveraging: the strategic manipulation of social distance among three or more constructed groups for political gain. The use of one group as a lever against another may involve stigmatizing or elevating categories of people along boundaries of race, ethnicity, national origin, religion, gender, class, sexual orientation, or other salient social markers. We theorize these processes and identify the motivations of the initiators of leveraging as well as the range of possible responses to it. We use a pair of empirical case studies drawn from contemporary Europe and additional examples from other settings to demonstrate the relevance of the concept. Conceptualizing leveraging both improves our scholarly understanding of group-making processes and offers political actors tools for interpreting and responding to a common set of strategic practices.

     

绝对教育年限与相对教育位置的收入效应——对教育生产功能和信号功能的检验

文章利用中国国家统计局2000年进行的全国范围内的城镇住户调查数据,考察了中国劳动者绝对教育数量和相对教育位置这两者的收入效应,从而分别度量出教育经济收益中的生产成分和信息成分.实证结果发现,中国劳动力市场中教育一方面具有显著地促进劳动者劳动生产率的生产功能,另一方面还具有显著地反映劳动者劳动生产率的信息功能.     

Child care availability and first-birth timing in Norway

Both sociological and economic theories posit that widely available, high-quality, and affordable child care should have pronatalist effects. Yet to date, the empirical evidence has not consistently supported this hypothesis. We argue that this previous empirical work has been plagued by the inability to control for endogenous placement of day care centers and the possibility that people migrate to take advantage of the availability of child care facilities. Using Norwegian register data and a statistically defensible fixed-effects model, we find strong positive effects of day care availability on the transition to motherhood.     

Social class and workers’ rent, 1983–2001

Sociologists and economists continue to seek explanations for the growth of earnings inequality since the late 1970s. In this article, we draw upon the structural tradition of labor market analysis in sociology in order evaluate the conjecture that selective rent destruction is a source of the recent increase in earnings inequality. In empirical analysis of the Outgoing Rotation Groups of the Current Population Surveys from 1983 to 2001, we demonstrate that (1) the earnings of workers at the bottom of the class distribution have declined relative to the earnings of those at the top and (2) the variance of wage premia associated with employment in alternative industries has declined relatively more for those at the bottom of the class distribution. Adopting the position from both the sociology and labor economics literatures that these industry wage premia are reasonable measures of industry rents, we conclude that the results support the rent destruction conjecture and, by implication, that structural models of labor markets can explain some of the increase in earnings inequality.