The Measurement Invariance of Customer Loyalty and Customer Experience across Firms, Industries, and Countries

Research on cross-national (and cross-group) measurement invariance is now well developed in the social and behavioural sciences, but this research has yet to engage research practitioners whose focus is measuring and modelling customer loyalty and customer experience. This is a notable gap in existing research on cross-group comparisons, especially considering the reliance of business decision-makers on customer feedback. Though standard measures of customer experience and loyalty are used in every industry, their measurement invariance across industries has not been subject to extensive testing. This article brings current thinking about cross-group comparisons and modern tools of multi-group confirmatory factor analysis (MGCFA) to the measurement of customer loyalty and customer experience across firms, industries, and countries, drawing on original large-scale survey data from the United States, United Kingdom, and Canada

Proximity, Politics and Policy Attitudes in the North American Context

The study of mass public opinion and political behaviour has developed a substantial corpus of theoretical claims and empirical results linking political, attitudinal and demographic variables to different policy attitudes. Still, the research literature has, to date, paid scant attention to how space – that is, proximity and distance to salient geographic features – influences policy attitudes. Research in political behaviour has long proceeded as though policy attitudes among mass publics ‚come from nowhere.‛ The unifying argument of the four articles comprising this thesis is that mass public opinion does indeed come from somewhere: spatial dynamics matter for policy attitudes in a variety of domains. The articles develop the argument that spatial proximity to geographic features act as an indirect measure of intergroup contact, localized knowledge, issue awareness, and issue salience. The articles deal with three substantive topics: the Canada–United States relationship, attitudes toward energy transportation infrastructure, and attitudes toward immigration policy. Specifically, the thesis draws on survey data to investigate: (1) the mutual perceptions of the Canadian and American publics, (2) Canadian attitudes toward North American integration, (3) attitudes toward the Keystone XL pipeline in the United States, and (4) American attitudes toward illegal immigration. The major finding in each article is an interactive relationship between proximity and political attitudes: depending on the political context, proximity serves to either amplify or mute the effects of political party identification or ideology on policy attitudes. An innovative aspect of this research is the integration of spatial data through geocoding (appending latitude–longitude coordinates to) respondent-level data and calculating distances to relevant geographic features (e.g., the Canada–United States border, oil pipelines and the United States–Mexico border)

The structure of foreign policy attitudes in transatlantic perspective: comparing the United States, United Kingdom, France and Germany

While public opinion about foreign policy has been studied extensively in the United States, there is less systematic research of foreign policy opinions in other countries. Given that public opinion about international affairs affects who gets elected in democracies and then constrains the foreign policies available to leaders once elected, both comparative politics and international relations scholarship benefit from more systematic investigation of foreign policy attitudes outside the United States. Using new data, this article presents a common set of core constructs structuring both American and European attitudes about foreign policy. Surveys conducted in four countries (the United States, the United Kingdom, France and Germany) provide an expanded set of foreign policy‐related survey items that are analysed using exploratory structural equation modeling (ESEM). Measurement equivalence is specifically tested and a common four‐factor structure that fits the data in all four countries is found. Consequently, valid, direct comparisons of the foreign policy preferences of four world powers are made. In the process, the four‐factor model confirms and expands previous work on the structure of foreign policy attitudes. The article also demonstrates the capability of ESEM in testing the dimensionality and cross‐national equivalence of social science concepts

Evaluering av sammenheng mellom tiltak

While climate scientists have developed high resolution data sets on the distribution of climate risks, we still lack comparable data on the local distribution of public climate change opinions. This paper provides the first effort to estimate local climate and energy opinion variability outside the United States. Using a multi-level regression and post-stratification (MRP) approach, we estimate opinion in federal electoral districts and provinces. We demonstrate that a majority of the Canadian public consistently believes that climate change is happening. Belief in climate change's causes varies geographically, with more people attributing it to human activity in urban as opposed to rural areas. Most prominently, we find majority support for carbon cap and trade policy in every province and district. By contrast, support for carbon taxation is more heterogeneous. Compared to the distribution of US climate opinions, Canadians believe climate change is happening at higher levels. This new opinion data set will support climate policy analysis and climate policy decision making at national, provincial and local levels

Estimating the size of “anti-vax” and vaccine hesitant populations in the US, UK, and Canada : comparative latent class modeling of vaccine attitudes

Vaccine hesitancy is a significant impediment to global efforts to vaccinate against the SARS-CoV-2 virus at levels that generate herd immunity. In this article, we show the utility of an inductive approach–latent class analysis (LCA)–that allows us to characterize the size and nature of different vaccine attitude groups; and to compare how these groups differ across countries as well as across demographic subgroups within countries. We perform this analysis using original survey data collected in the US, UK, and Canada. We also show that these classes are strongly associated with SARS-CoV-2 vaccination intent and perceptions of the efficacy and safety of the COVID-19 vaccines, suggesting that attitudes about vaccines to fight the novel coronavirus pandemic are well explained by latent vaccine attitudes that precede the pandemic. More specifically, we find four substantive classes of vaccine attitudes: strong supporters, supporters with concerns, vaccine hesitant, and “anti-vax” as well as a fifth measurement error class. The strong “anti-vax” sentiment class is small in all three countries, while the strong supporter class is the largest across all three countries. We observe different distributions of class assignments in different demographic groups–most notably education and political leaning (partisanship and ideology)

Like father, like son: Justin Trudeau and valence voting in Canada's 2015 federal election

Canada's 2015 federal election was an exiting, as well as a nostalgia provoking, contest. After nine years in office, Prime Minister Stephen Harper and the governing Conservatives were defeated by the resurgent Liberals led by Justin Trudeau. Trudeau is the son of Pierre Trudeau, perhaps Canada’s best known prime minister. Analyses of national survey data demonstrate that party leader images—a major component of the "valence politics" model of electoral choice—were important in both cases. Unlike his father, Justin Trudeau was castigated as a "lightweight" and "just not ready." However, articulating plausible policies to jump-start Canada's sluggish economy and espousing "sunny ways," the younger Trudeau was warmly received by many voters. In contrast, Harper's image of managerial competence was tarnished by bad economic news, and his attempt to refocus the campaign on emotionally charged cultural issues failed. The result was a Liberal majority government and a prime minister named Trudeau

Some people just want to watch the world burn: the prevalence, psychology and politics of the ‘Need for Chaos’

People form political attitudes to serve psychological needs. Recent research shows that some individuals have a strong desire to incite chaos when they perceive themselves to be marginalized by society. These individuals tend to see chaos as a way to invert the power structure and gain social status in the process. Analysing data drawn from large-scale representative surveys conducted in Australia, Canada, the United Kingdom and the United States, we identify the prevalence of Need for Chaos across Anglo-Saxon societies. Using Latent Profile Analysis, we explore whether different subtypes underlie the uni-dimensional construct and find evidence that some people may be motivated to seek out chaos because they want to rebuild society, while others enjoy destruction for its own sake. We demonstrate that chaos-seekers are not a unified political group but a divergent set of malcontents. Multiple pathways can lead individuals to ‘want to watch the world burn’

The association between primary care quality and healthcare utilisation, costs and outcomes for people with serious mental illness: retrospective observational study

Background Serious mental illness (SMI), including schizophrenia, bipolar disorder and other psychoses, is linked with high disease burden, poor outcomes, high treatment costs and lower life expectancy. In the UK, most people with SMI are treated in primary care by general practitioners (GPs), who are financially incentivised to meet quality targets for patients with chronic conditions, including SMI, under the Quality and Outcomes Framework (QOF). The QOF, however, omits important aspects of quality. Objective(s) We examined whether better quality of primary care for people with SMI improved a range of outcomes. Design and setting We used administrative data from English primary care practices that contribute to the Clinical Practice Research Datalink GOLD database, linked to Hospital Episode Statistics, Accident & Emergency (A&E) attendances, Office for National Statistics mortality data, and community mental health records in the Mental Health Minimum Dataset. We used survival analysis to estimate whether selected quality indicators affect the time until patients experience an outcome. Participants Four cohorts of people with SMI depending on the outcomes examined and inclusion criteria. Interventions Quality of care was measured with: i) QOF indicators: care plans and annual physical reviews ;and ii) non-QOF indicators identified through a systematic review (antipsychotic polypharmacy and continuity of care provided by GPs). Main outcome measures Several outcomes were examined: emergency admissions for i) SMI and ii) ambulatory care sensitive conditions (ACSCs); iii) all unplanned admissions; iv) A&E attendances; v) mortality; vi) re-entry into specialist mental health services; vii) costs attributed to primary, secondary and community mental healthcare. Results Care plans were associated with lower risk of A&E attendance (Hazard ratio (HR) 0.74, 95%CI 0.69-0.80), SMI admission (HR 0.67, 95%CI 0.59-0.75), ACSC admission (HR 0.73, 95%CI 0.64-0.83), and lower overall healthcare (£53), primary care (£9), hospital (£26), and mental healthcare costs (£12). Annual reviews were associated with reduced risk of A&E attendance (HR 0.80, 95%CI 0.76-0.85), SMI admission (HR 0.75, 95%CI 0.67-0.84), ACSC admission (HR 0.76, 95%CI 0.67-0.87), and lower overall healthcare (£34), primary care (£9), and mental healthcare costs (£30). Higher GP continuity was associated with lower risk of A&E presentation (HR 0.89, 95%CI 0.83-0.97), ACSC admission (HR 0.77, 95%CI 0.65-0.92), but not SMI admission. High continuity was associated with lower primary care costs (£3). Antipsychotic polypharmacy was not statistically significantly associated with the risk of unplanned admission, death or A&E presentation. None of the quality measures were statistically significantly associated with risk of re-entry into specialist mental healthcare. Limitations There is risk of bias from unobserved factors. To mitigate this, we controlled for observed patient characteristics at baseline and adjusted for the influence of time-invariant unobserved patient differences. Conclusions Better performance on QOF measures and continuity of care are associated with better outcomes and lower resource utilisation and could generate moderate cost savings. Future work Future research should examine the impact of primary care quality on measures that capture broader aspects of health and functioning

Impact of family practice continuity of care on unplanned hospital use for people with serious mental illness

Objective: To investigate whether continuity of care in family practice reduces unplanned hospital use for people with serious mental illness (SMI). Data Sources Linked administrative data on family practice and hospital utilization by people with SMI in England, 2007-2014. Study Design: This observational cohort study used discrete-time survival analysis to investigate the relationship between continuity of care in family practice and unplanned hospital use: emergency department (ED) presentations, and unplanned admissions for SMI and ambulatory care-sensitive conditions (ACSC). The analysis distinguishes between relational continuity and management/ informational continuity (as captured by care plans) and accounts for unobserved confounding by examining deviation from long-term averages. Data Collection/Extraction Methods: Individual-level family practice administrative data linked to hospital administrative data. Principal Findings: Higher relational continuity was associated with 8-11 percent lower risk of ED presentation and 23-27 percent lower risk of ACSC admissions. Care plans were associated with 29 percent lower risk of ED presentation, 39 percent lower risk of SMI admissions, and 32 percent lower risk of ACSC admissions. Conclusions: Family practice continuity of care can reduce unplanned hospital use for physical and mental health of people with SMI

An Inhaled Galectin-3 Inhibitor in COVID-19 Pneumonitis (DEFINE):A Phase Ib/IIa Randomised Controlled Trial

RATIONALE: High circulating galectin-3 is associated with poor outcomes in patients with coronavirus disease (COVID-19). We hypothesized that GB0139, a potent inhaled thiodigalactoside galectin-3 inhibitor with antiinflammatory and antifibrotic actions, would be safely and effectively delivered in COVID-19 pneumonitis. OBJECTIVES: Primary outcomes were safety and tolerability of inhaled GB0139 as an add-on therapy for patients hospitalized with COVID-19 pneumonitis. METHODS: We present the findings of two arms of a phase Ib/IIa randomized controlled platform trial in hospitalized patients with confirmed COVID-19 pneumonitis. Patients received standard of care (SoC) or SoC plus 10 mg inhaled GB0139 twice daily for 48 hours, then once daily for up to 14 days or discharge. MEASUREMENTS AND MAIN RESULTS: Data are reported from 41 patients, 20 of which were assigned randomly to receive GB0139. Primary outcomes: the GB0139 group experienced no treatment-related serious adverse events. Incidences of adverse events were similar between treatment arms (40 with GB0139 + SoC vs. 35 with SoC). Secondary outcomes: plasma GB0139 was measurable in all patients after inhaled exposure and demonstrated target engagement with decreased circulating galectin (overall treatment effect post-hoc analysis of covariance [ANCOVA] over days 2–7; P = 0.0099 vs. SoC). Plasma biomarkers associated with inflammation, fibrosis, coagulopathy, and major organ function were evaluated. CONCLUSIONS: In COVID-19 pneumonitis, inhaled GB0139 was well-tolerated and achieved clinically relevant plasma concentrations with target engagement. The data support larger clinical trials to determine clinical efficacy. Clinical trial registered with ClinicalTrials.gov (NCT04473053) and EudraCT (2020–002230–32)