Research Output per year
Personal profile
Research interests
Jan's research focus is on digital experimentation and customer journey analytics. He investigates how companies can leverage large-scale experimentation (i) to increase promotional effectiveness and (ii) to improve customer journeys. He also studies how companies can measure and increase customer experience along the customer journey. Jan's research projects are in close collaboration with organizations in Europe, Asia, and the US.
Jan speaks and consults on digital experimentation and customer journey strategies. He also teaches in executive education and custom programs for companies.
Visit Jan's personal page for more information.
Keywords
A/B Testing
Customer Journey Analytics
Large-Scale Experimentation
Career
Since 2017 Assistant Professor of Marketing, Tilburg University
2015-2017 Recurring Visiting Scholar, Global Center for Big Data in Mobile Analytics, USA
2015-2016 Post-Doctoral Researcher, Marketing Department, Aalto University, Finland
2013-2015 Senior Associate, Brand Consultancy, Germany
Teaching
Tilburg University
Market Assessment (Master), Spring 2018, 2019
Decision Making in Marketing (Bachelor), Spring 2017, 2018, 2019
Google Online Marketing Challenge (GOMC), Spring 2017
TiSEM Professional Learning
Mobile Marketing: Trends & Strategic Considerations, Spring 2018
Aalto Executive Education AEE
Leveraging Customer Experience (MBA & EMBA), Fall 2016
Developing Customer Experience (Custom Program), Fall 2016
Aalto University
Customer Experience Management (Bachelor & Master), Spring 2016, Fall 2016
Management Center Innsbruck MCI
Customer Journey Management (Master), Fall 2016
Management and Training Workshops
with companies on experimentation, mobile marketing, and customer journey strategies
Current courses
Click here for my courses.
Education/Academic qualification
PhD, European Business School, EBS University
Master’s Degree, KATZ Business School, University of Pittsburgh
External positions
Shareholder (CX Research GbR)
1 Apr 2018 → …Keywords
- A/B Testing
- Customer Experience Management
- Customer Journey Analytics
- E-Commerce
- Large-Scale Experimentation
Network
Recent external collaboration on country level. Dive into details by clicking on the dots.
Research Output 2014 2019
The dilemma of service productivity and service innovation: An empirical exploration in financial services
Aspara, J., Klein, J., Luo, X. & Tikkanen, H., 2018, In : Journal of Service Research. 21, 2, p. 249-262Research output: Contribution to journal › Article › Scientific › peer-review
Open Access
financial service
Innovation
Productivity
productivity
innovation
Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail
Klein, J., Falk, T., Esch, F-R. & Gloukhovtsev, A., Dec 2016, In : JBR: Journal of Business Research. 69, 12, p. 5761-5767Research output: Contribution to journal › Article › Scientific › peer-review
Retail
Luxury
Word-of-mouth
Brand experience
Store brands
Measuring Customer Experiences: A Text-Based and Pictorial Scale
Gahler, M., Klein, J. F. & Paul, M., 2019, Cambridge: MSI Working Paper Series.Research output: Working paper › Other research output
Customer experience
Customer loyalty
Interaction
Customer satisfaction
Restrictions in spatial competition: The effects on firms and consumers
Büchel, B. & Klein, J., Aug 2016, In : Homo Oeconomicus. 33, 1-2, p. 157-172Research output: Contribution to journal › Article › Scientific › peer-review
Spatial competition
Legal environment
Transportation costs
Firm behavior
Hotelling
Strategie und Steuerung des Customer Touchpoint Management
Esch, F-R., Klein, J., Schmitt, M. & Knörle, C., 2016, Handbuch Controlling der Kommunikation. Esch, F-R., Bruhn, M. & Langner, T. (eds.). Wiesbaden: Springer Gabler, p. 329-350 (Springer Reference Wirtschaft ).Research output: Chapter in Book/Report/Conference proceeding › Chapter › Scientific › peer-review
Customer management
Marketing effectiveness