Measuring customer experience in service: A systematic review

The aim of this systematic review is to identify how customer experience in the service sector has been measured in relevant publications in the marketing field. A sample of 33 papers was collected from two electronic databases—the Web of Science (Thomson Reuters) and Scopus (Elsevier)—covering a large number of publications. After analyzing the articles and reviewing the customer experience literature, the following are our main contributions: (i) clarification of the concepts that appear in the literature review of customer experience in the service sector; (ii) classification of the variables, scales, and constructs related to customer experience in service; (iii) demonstration of the service experience as the preponderant construct that is used to measure customer experience in service; and (iv) proposal of a new dimension—the concept of ‘pre-experience’—to measure customer experience in service. These contributions can provide a more solid basis for measuring customer experience in service.     

The ‘Urban Age’ in Question

Foreboding declarations about contemporary urban trends pervade early twenty‐first century academic, political and journalistic discourse. Among the most widely recited is the claim that we now live in an ‘urban age’ because, for the first time in human history, more than half the world's population today purportedly lives within cities. Across otherwise diverse discursive, ideological and locational contexts, the urban age thesis has become a form of doxic common sense around which questions regarding the contemporary global urban condition are framed. This article argues that, despite its long history and its increasingly widespread influence, the urban age thesis is a flawed basis on which to conceptualize world urbanization patterns: it is empirically untenable (a statistical artifact) and theoretically incoherent (a chaotic conception). This critique is framed against the background of postwar attempts to measure the world's urban population, the main methodological and theoretical conundrums of which remain fundamentally unresolved in early twenty‐first century urban age discourse. The article concludes by outlining a series of methodological perspectives for an alternative understanding of the contemporary global urban condition.     

New firm survival: the interdependence between regional externalities and innovativeness

Small Business Economics - Many studies have shown that regional externalities play a crucial role for the survival prospects of newly founded companies. However, recent research provides evidence...     

Using simulation experiments to test historical explanations: the development of the German dye industry 1857-1913

In a simulation experiment, building on the abductive simulation approach of Brenner and Werker (2007), we test historical explanations for why German firms came to surpass British and France firms and to dominate the global synthetic dye industry for three decades before World War 1 while the U.S. never achieved large market share despite large home demand. Murmann and Homburg (J Evol Econ 11(2):177–205, 2001) and Murmann (2003) argued that German firms came to dominate the global industry because of (1) the high initial number of chemists in Germany at the start of the industry in 1857, (2) the high responsiveness of the German university system and (3) the late (1877) introduction of a patent regime in Germany as well as the more narrow construction of this regime compared to Britain, France and the U.S. We test the validity of these three potential explanations with the help of simulation experiments. The experiments show that the 2nd explanation—the high responsiveness of the German university system— is the most compelling one because unlike the other two it is true for virtually all plausible historical settings.     

Non-marketability and the value of employee stock options

We adapt the Benninga et al. (2005) framework to value employee stock options (ESOs). The model quantifies non-diversification effects, is computationally simple, and provides an endogenous explanation of ESO early-exercise. Using a proprietary dataset of ESO exercise events we measure the non-marketability ESO discount. We find that the ESO value on the grant date is approximately 45% of a similar plain vanilla Black–Scholes value. The model is aligned with empirical findings of ESOs, gives an exercise boundary of ESOs and can serve as an approximation to the fair value estimation of share-based employee and executive compensation. Using the model we give a numerical measure of non-diversification in an imperfect market.