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 …

Background: Patient education, home-based exercise therapy, and advice on returning to normal activities are established physiotherapeutic treatment options for patients with nonspecific low back pain (LBP). However, the effectiveness of physiotherapy interventions on health-related outcomes largely …

A plea to reclaim the internet from addictive platform capitalism, from the author of Sad by Design. However often you delete apps from your phone, the seduction of the platform draws you back. There is a rising disaffection with "platform" culture--with megacorporations such as Google and Facebook that …

In this paper we propose a novel approach for validating a simulation model for a passengers' airport terminal. The validation approach is based on a "historical data" and "model-to-model" validation approach, and the novelty is represented by the fact that the model used as comparison uses historical …

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 …

BACKGROUND: Patient participation in nursing documentation has several benefits like including patients' personal wishes in tailor-made care plans and facilitating shared decision-making. However, the rise of electronic health records may not automatically lead to greater patient participation in nursing …

In deze opdracht staat het beleven van een landschap - en de geologische-, ecologische-, en cultuurhistorische verhalen die erover te vertellen zijn - via de smartphone centraal. Dit onderzoek is uitgevoerd in opdracht van Stichting Geopark Twente (SGT) en Gemeente Losser. Eerstgenoemde is de ontwikkelaar …

This research report shows a market research and situation analysis of the ethnic market including several recommendations towards Coroos. This was conducted due to a shift in the population compositions within West-European countries (by the emergence of new ethnic groups) which would possibly effect …

Although it appears increasingly important yet potentially challenging to attract customers to physical stores, location-based messaging, i.e., delivering mobile phone messages using data about the recipient's location when that recipient is near the sender, has been said to enable such attraction. Still, …

Background and aim – In practice, phone pods and office booths, hereafter referred to as pods, have proven their added value and popularity in open-plan offices. How would that work in another context, such as in higher education? This study explores use and user perceptions of these pods in an atrium …