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.     

Growth machines and social movements in mature tourist destinations Costa del Sol-Málaga

Abstract

The purpose of this study is to analyse the new processes of tourism growth and its conflicts from the perspective of social movements. First, the urban growth machine analysis model is applied by the systematisation of six projects. Second, the resistance movements against those projects and whether this resistance could be the start of local tourism degrowth policies are examined. The methodology is qualitative, based on documentary analysis, participatory observation, discussion groups and interviews. The case study is the destination of Costa del Sol-Málaga. The results enable the development of the urban growth machine model in tourist destinations. Meanwhile, social movements demystify the argument based on neoclassical economic progress. The social movements condemn the effects of large-scale top-down projects, and implement alternative bottom-up proposals. Although the social movements do not reject tourism, they call for greater control over its impact, denounce unlimited growth, overtourism and the loss of urban quality of life. These movements advocate a lifestyle linked to the everyday space, which they believe is threatened by excessive urban-tourism growth. They are a symptom of the need to devise a proposal using the principles of degrowth.     

Transfers in Spanish State Retirement Pensions

A central issue in the recent reforms of state pensions in Spain has been to increase the proportionality between contributions and benefits along actuarially fair lines. The aim of this paper is to quantify the transfer component of social security retirement pensions, with transfer being understood as the difference between the pension effectively received and that which would be received under a system of actuarial fairness. The analysis is placed within a life-cycle framework, with particular reference to the distributive effects by income level. The results show that, in the past, there was a marked bias in favour of the objective of intergenerational and intragenerational redistribution, to the detriment of the objective of income insurance. This paper examines the factors that determine the final value of the transfer component within the entire Spanish pensions system.     

Pedestrian traffic injuries in Mexico: A country update

Road traffic injuries in general and pedestrian injuries in particular are a major public health problem in Mexico, especially in large urban areas. Analysis of mortality and road crashes at the national level was done using routine data recorded on death certificates. Fatality rates for different age groups were estimated by region for the year 2000. These data were supplemented by a cross-sectional study of pedestrian injuries in Mexico City based on death certificates information for pedestrians who lived and died in Mexico City between 1994 and 1997. Participant observation of physical spaces where crashes occurred was carried out. The spaces were filmed and in-depth interviews of survivors conducted. Road traffic crashes were responsible for approximately 17,500 deaths in Mexico during 2000. The mean age of the victims was 37 years. Mexico lost an average of 30 years of productive life for each individual who died in a traffic crash – 525,000 years in 2000. An estimated 9500 (54.3%) of all fatalities were pedestrians, and for every pedestrian death there were 13 others who sustained nonfatal injuries requiring medical care. The overall crude mortality rate for pedestrian injuries in Mexico City was 7.14 per 100,000 (CI 6.85-7.42). A concentration of deaths was observed in 10 neighborhoods at specific types of street environments. The underlying factors included dangerous crossings and the absence or inadequacy of pedestrian bridges, as well as negative perceptions of road safety by pedestrians. In conclusion, this study demonstrates the importance of elucidating the underlying contextual determinants of pedestrian injuries.     

Brazilian OFDI Determinants

Recently, the global economy assumed a new setting in which emerging economies began to make substantial investments in the international market. This study aimed to investigate the determinants of outward foreign direct investment from Brazil from 2002–2011. The proposed models developed included attractiveness of the host country, characteristics of home country, and firms’ strategies. The results corroborate the existing argumentations concerning adaptation of mainstream theory with respect to the realities of emerging economies. Brazilian multinationals do not internationalize their activities in pursuit of cost reduction, efficiency, or to explore new markets or natural resources of the host countries. Results show that Brazilian investments were attracted by the availability of skilled labor, openness of the host market, geographic proximity, improved financial conditions of Brazilian companies, and national companies’ strategy of reaffirmation and consolidation as global players.     

Project Management of Production Line Automation: A Comparative Analysis of Project Management in Brazil and Colombia

This article aims to evaluate the production line automation projects developed by Brazilian and Colombian companies from the Project Management perspective, through the analysis of the application degree of PMBOK processes, to understand how formal techniques are being employed in these countries and also to identify improvement opportunities, when necessary. Data were collected through a survey. The similarity index between the ten processes, with the highest application degree in the Brazilian and Colombian samples, was 70%. For the processes with the lowest application degree, the similarity index was 60%. No similar study was found in the literature.     

Myopic Loss Aversion in Brazilian Open Retirement Funds

ABSTRACT

This paper analyzes the relationship between withdrawals from Brazilian open retirement funds, portfolio composition (fixed income or equity) and frequency of statement sending (monthly, quarterly, semiannually or annually). Our results indicate that equity retirement plans present a lower withdrawal index when compared to that of fixed income plans. Furthermore, the higher the statement sending frequency, the lower the withdrawals from open retirement plans. However, withdrawals from equity retirement plans tend to increase when statements are sent to investors more frequently. These phenomena can be explained by behaviorist theories, such as the concept of myopic loss aversion. In a context where loss aversion is present, the more frequently the investor evaluates his or her portfolio, or the shorter the investment horizon, the less attractive he or she will find investment in assets with a high rate of return and risk, such as equities. This behavior occurs not only regarding short-term investments, but also traditional long-term assets such as equity retirement plans.

RESUMEN. Este estudio analiza la relación existente entre las retiradas de los fondos abiertos de jubilación brasileños, la composición de la cartera (ingreso fijo o patrimonio), y la frecuencia del envío de estados financieros (mensual, trimestral, semestral o anualmente). Nuestros resultados indican que los planes de jubilación patrimonial tienen un índice de retirada menor, en comparación con los planes de ingreso fijo. Además, cuanto mayor la frecuencia de los estados financieros, menor es la retirada de los planes abiertos de jubilación. Sin embargo, las retiradas de los planes de jubilación patrimoniales tienden a aumentar cuando los estados se envían a los inversores con más frecuencia. Este fenómeno puede explicarse con las teorías comportamentales, tales como el concepto de la aversión miope a la pérdida. En un contexto donde la aversión a la pérdida es una realidad, cuanto mayor la frecuencia con que el inversor pueda evaluar su carera, o menor el horizonte de inversión, menos atractivas considerará él las inversiones en activos con un alto retorno y riesgo, tal como las acciones. Este comportamiento ocurre no sólo en las inversiones a corto plazo, sino también en los activos a largo plazo, como los planes de jubilación patrimoniales.

RESUMO. Este artigo analisa a relação entre as retiradas dos fundos abertos de aposentadoria brasileiros, a composição da carteira (renda fixa ou ações) e a freqüência da remessa de extratos (mensal, trimestral ou semestral). Nossos resultados indicam que os planos de aposentadoria que aplicam em ações apresentam um índice de retirada menor em comparação com os planos de renda fixa. Além disso, quanto maior a freqüência de remessa de extratos, menores as retiradas dos planos abertos de aposentadoria. Entretanto, as retiradas dos planos de aposentadoria que aplicam em ações tendem a aumentar quando o extrato é enviado aos investidores commais freqüência. Esses fenômenos podem ser explicados por teorias behavioristas, como o conceito de aversão míope à perda. Num contexto onde a aversão à perda esteja presente, quanto maior a freqüência com que o investidor avalia a sua carteira, ou quanto menor o horizonte do investimento, menos atraente ele achará o investimento em ativos com alto retorno e risco, como ações. Esse comportamento ocorre não apenas em investimentos a curto prazo, mas também nos ativos tradicionais de longo prazo como os planos de aposentadoria com aplicação em ações.     

Strategic currency hedging and global portfolio investments upside down

The literature on the convenience of currency hedging of international portfolio investments has not reached a final verdict. There are arguments for (Perold and Schulman [Perold, A.F. and Schulman, E.C. (1988). The free lunch in currency hedging: implications for investment policy and performance standards, Financial Analysts Journal, May/June Vol. 44, No. 3: 45-52]) and against (Froot [Froot, K. (1993). Currency hedging over long horizons. NBER Working Paper 4355.] and Campbell et al. [Campbell, J.Y., Viceira, L.M. and White, J.S. (2003). Foreign currency for long-term investors. The Economic Journal, Volume 113, Number 486, (March), pp. C1-C25(1)]). This paper analyzes the perspective of global investors based in emerging markets, for which hedging should imply increasing expected returns. The question thus is whether currency hedging is a “free lunch” in this case. No free lunch exists, as it turns out. Hard currencies act as natural hedges against global (and local) portfolio losses, since they tend to appreciate with respect to emerging market currencies when the world portfolio return is negative. Therefore, in this case currency hedging increases volatility—although also increasing expected returns. This result is likely to hold generally for relatively open economies with flexible exchange rate regimes.