American Job Center Customer Experience Study Summary Report Literature Scan

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Release Date: January 01, 2018

American Job Center Customer Experience Study Summary Report Literature Scan

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About the Literature Scan

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The U.S. Department of Labor (DOL) has contracted with IMPAQ International and ideas to learn about the customer experience in American Job Centers (AJCs), and to identify ways to improve that experience. Developing an understanding about how job seekers and employer customers perceive their AJC experience, and then maximizing what makes a positive experience, should lead to improved outcomes in employment and other areas. As part of this exploratory study, the research team conducted a literature scan in fall 2015 on related key topics. The research team also sought data on customer experience from customers themselves, using Social Media Topic Modeling (SMTM).

The objective of this scan is to learn what has been reported recently on AJC customer experience, to see what is known from the emerging field of behavioral research and how those researchers are measuring customer experience, and to note promising AJC customer experience strategies. The research team accomplished these objectives by reviewing recent literature on customer experience in AJCs and in analogous systems, including a review of relevant behavioral science literature.

Citation

Chamberlain, A., Goger, A., Cadima, J., Darling, M., Kenrick, A., Lefkowitz, J. (2017). IMPAQ International. Study of the American Job Center Customer Experience: Literature Scan. Chief Evaluation Office, U.S. Department of Labor.

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The Department of Labor’s (DOL) Chief Evaluation Office (CEO) sponsors independent evaluations and research, primarily conducted by external, third-party contractors in accordance with the Department of Labor Evaluation Policy and CEO’s research development process.