For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, …

The central focus of this article is on the moral dilemmas that social servants face when applying the law. These moral dilemmas result from the professional’s discretionary space. Exploratory qualitative research shows that, in order to solve these dilemmas, professionals in some public organisations …

Diversity implies variety. Diversity refers to the differences between people. Visible aspects – such as age, skin colour, gender, disability – and less or non-visible aspects such as cultural and social background, skills and competencies, and style of working. If you can handle diversity, you will …

Implemented by Karel van Hoestenberghe with the assistance of Roderick Udo. Trade.Com was conceived to help regional organisations and countries in Africa,the Caribbean and the Pacific to formulate their own trade policies and build adequate capacities for trade negotiations. The Facility operates within …

This article addresses drivers and partner features in vertical or horizontal cooperation. A survey is used to assess their impact and to evaluate whether respondents give significantly different scores to comparable influencing factors depending on the type of cooperation. The results show that internal …

In their postgraduate educational programs, residents are immersed in a complex workplace. To improve the quality of the training program, it is necessary to gain insight into the factors that influence the process of learning in the workplace. An exploratory study was carried out among 56 nursing home …

The impact communities of practice (CoPs) make can be understood in several different ways, depending on which theoretical perspective is used. For example, CoPs have been studied from a learning-theory perspective, from organizational development theory, and from a small-group theory. To understand …

To make sustainable management and innovation attractive for companies, they need focus. In particular SME's don't have a clear view on where innovation should be aimed at in relation to sustainability. It just seems too complex. At the same time innovation suffers from the 'innovation paradox': much …

When the Netherlands developed a national system of vocational education at the end of the 19th century, it was a direct answer to obvious shortcomings in the technical and trade professions (De Jonge, 1968). It concentrated on training craftsmen for the traditional, mainly agrarian economy, and technicians …

Knowledge valorisation is the transfer of knowledge from one party to another for economic benefit. The concept of valorisation is based on the underlying metaphor of KNOWLEDGE AS A THING. It is the same metaphor that makes it possible to talk about the value of knowledge. If knowledge is like a ‘thing’, …