Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

Concerns about sustainability drive organizations to assume responsibility for societal impacts. Reducing negative impacts requires organizational change. Given the ability of information technology/systems to optimize business processes, it is an important contributor to more sustainable business practices. …

Organizations are currently facing substantial challenges regarding becoming circular by 2050 – also referred to as Circular Economy (CE). Subsequently, increasing complexity on all organizational levels creates uncertainty about respective organizational and technological capabilities and adequate strategies …

The relentless growth in Mexico City’s aviation traffic has inevitably strained capacity development of its airport, raising the dilemma between the possible solutions. In the present study, Mexico’s Multi-Airport System is subjected to analysis by means of multi-model simulation, focusing on the capacity-demand …

A.General description on research questions, objectives, and theoretical framework. Research suggests that teachers and parents might be better equipped to tackle school bullying when they collaborate (Axford et al., 2015; Gaffney et al., 2021; Huang et al., 2019). Despite the various efforts to secure …

Positive Energy Districts (PEDs) are potential high-impact climate change mitigation actions towards low carbon or even climate neutral cities. This implies that the energy performance and greenhouse gas emissions of PEDs need to be assessed. To this end, an accounting methodology, metrics, supporting …

Purpose Food waste is one of the most challenging issues humanity is currently facing. Therefore, there has been a growing interest in the prevention of food waste because of world hunger, environmental impacts, resource scarcity and economic costs. The purpose of the study is to investigate the factors …

Purpose This study aims to develop an understanding of how customers of a physical retail store valuate receiving location-based mobile phone messages when they are in proximity of the store. It proposes and tests a model relating two benefits (personalization and location congruency) and two sacrifices …

Contribution to Session 3 op Pre-PhD program: DEVELOPING YOUR METHODOLOGY, the 'HOW?', together with dr. Chris Tonelli.

The simultaneous analysis of a broad range of polar ionogenic metabolites using capillary electrophoresis-mass spectrometry (CE-MS) can be challenging, as two different analytical methods are often required, that is, one for cations and one for anions. Even though CE-MS has shown to be an effective method …