Customer experience quality: an exploration in business and consumer contexts using repertory grid technique

This study proposes a conceptual model for customer experience quality and its impact on customer relationship outcomes. Customer experience is conceptualized as the customer’s subjective response to the holistic direct and indirect encounter with the firm, and customer experience quality as its perceived excellence or superiority. Using the repertory grid technique in 40 interviews in B2B and B2C contexts, the authors find that customer experience quality is judged with respect to its contribution to value-in-use, and hence propose that value-in-use mediates between experience quality and relationship outcomes. Experience quality includes evaluations not just of the firm’s products and services but also of peer-to-peer and complementary supplier encounters. In assessing experience quality in B2B contexts, customers place a greater emphasis on firm practices that focus on understanding and delivering value-in-use than is generally the case in B2C contexts. Implications for practitioners’ customer insight processes and future research directions are suggested.

Prosodic abilities in Spanish and English children with Williams syndrome: a cross-linguistic study

The aim of this study was to compare the prosodic profiles of English and Spanish-speaking children with WS, examining cross-linguistic differences. Two groups of children with WS, English and Spanish, of similar chronological and nonverbal mental age, were compared on performance in expressive and receptive prosodic tasks from the Profiling Elements of Prosody in Speech-Communication (PEPS-C) battery in its English or Spanish version. Differences between the English and Spanish WS groups were found regarding the understanding of affect through prosodic means,using prosody to make words more prominent, and imitating different prosodic patterns. Such differences between the two WS groups on function prosody tasks mirrored the cross-linguistic differences already reported in typically developing children.

Grammatical collocations and verb-particle constructions in Brussels French: a corpus-linguistic approach to transfer

In this study the focus is on transfer in Brussels French, the variety of French spoken in Brussels. The methodology proposed in Jarvis (2000) and Jarvis and Pavlenko (2009) is followed to provide proof for the fact that grammatical collocations such as chercher après "to look for" are the result of contact with the source language, Brussels Dutch.