Research Overview

My research focus is on digital experimentation and customer journey analytics. I investigate how companies can leverage large-scale experimentation (i) to increase promotional effectiveness and (ii) to improve customer journeys. I also study how companies can measure and increase customer experience along the customer journey. My research projects are in close collaboration with organizations in Europe, Asia, and the US.

A/B Testing
Customer Journey Analytics
Large-Scale Experimentation

Articles in Refereed Journals

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)

Book Chapters & Applied Business Journals

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.