Research Overview

My research focus is on digital experimentation and customer experience management.

For example, I investigate (i) how companies can leverage experimentation to increase digital marketing effectiveness, (ii) how smart technologies (e.g., self-tracking devices, digital store technology) influence service innovation, and (iii) how managers can measure and increase customer experiences along the customer journey.

My research projects are in close collaboration with organizations in Asia, Europe, and the US.

Customer Experience Management
Digital Experimentation
Service Innovation

Articles in Refereed Journals

Riegger, Anne-Sophie, Katrin Merfeld, Jan F. Klein, and Sven Henkel, “Technology-Enabled Personalization: Impact of Technological Device Choice on Consumer Reactance”, Technological Forecasting and Social Change, 181, 1-11. (PDF)

Klein, Jan F., Katrin Merfeld, Mark-Philipp Wilhelms, Tomas Falk, and Sven Henkel (2022). Buying to Share: How Peer-to-Peer Asset Sharing Services Promote Product Purchase. Journal of Business Research, 143, 171-183. (PDF)

Riegger, Anne-Sophie, Jan F. Klein, Katrin Merfeld, & Sven Henkel (2021). Technology-Enabled Personalization In Retail Stores: Understanding Drivers and Barriers. Journal of Business Research, 123, 140-155. (PDF)

Wittkowski, Kristina, Jan F. Klein, Tomas Falk, Jeroen Schepers, Jaakko Aspara, & Kai Bergner (2020). What gets measured gets done: Can self-tracking technologies enhance advice compliance? Journal of Service Research, 23(3), 281-298. (PDF)

Klein, Jan F., Yuchi Zhang, Tomas Falk, Jaakko Aspara, & Xueming Luo (2020). Customer journey analyses in digital media: Exploring the impact of cross-media exposure on customers’ purchase decisions. Journal of Service Management, 31(3), 489-508. (PDF)

Gahler, Markus, Jan F. Klein, & Michael Paul (2019). Measuring customer experiences: A text-based and pictorial scale. MSI Working Paper Series Report 19-119. (Link)

Aspara, Jaakko, Jan F. Klein, Xueming Luo, & Henrikki Tikkanen (2018). The dilemma of service productivity and service innovation: An empirical exploration in financial services. Journal of Service Research, 21(2), 249-262. (PDF)

Klein, Jan F., Tomas Falk, Franz-Rudolf Esch, & Alexei Gloukhovtsev (2016). Linking pop-up brand stores to brand experience and word of mouth: The case of luxury retail. Journal of Business Research, 69(12), 5761-5767. (Link)

Büchel, Berno, &  Jan F. Klein (2016). Restrictions in spatial competition: The effects on firms and consumers. Homo Oeconomicus, 33(1-2), 157-172. (Link)

Applied Business Journals & Book Chapters

Gahler, Markus, Jan F. Klein, and Michael Paul (2021), “Customer Experience Tracking im Handel: Echtzeitmessungen Wirksam Implementieren”, Marketing Review St. Gallen, 5/2021, 18-25.

Esch, Franz-Rudolf, Jan F. Klein, Mirjam Schmitt, and Christian Knörle (2016), “Strategie und Steuerung des Customer Touchpoint Management,” in Handbuch Controlling der Kommunikation, Franz-Rudolf Esch, Tobias Langner, and Manfred Bruhn, eds.: Wiesbaden, Springer, 329-350.

Esch, Franz-Rudolf, Jan F. Klein, Mirjam Schmitt, and Christian Knörle (2014), “Customer Touchpoint Management für Corporate Brands umsetzen,” in Corporate Brand Management, Franz-Rudolf Esch, Torsten Tomczak, Joachim Kernstock, Tobis Langner, and Jörn Redler, eds.: Wiesbaden, Springer, 427‑448.

Esch, Franz-Rudolf and Jan F. Klein (2014), “Offline und Online harmonisch verzahnen,“ Lebensmittelzeitung, 26, 42.

Esch, Franz-Rudolf and Jan F. Klein (2014), “Wann passt Social Media zur Marke?,” Absatzwirtschaft, 5, 38-39.