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 …

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Aanleiding : Het vakgebied Customer Experience is de laatste jaren enorm in ontwikkeling. Organisaties zien de toegevoegde waarde van een positieve klantbeleving. Voor commerciële organisaties kan een positieve klantbeleving leiden tot meer tevreden klanten die loyaler zijn naar de organisatie, meer …

Objectives: The primary objective was to determine the responsiveness of the Dutch version of the 13-item Tampa Scale for Kinesiophobia for cardiac patients (TSK-NL Heart). The secondary objective was to assess changes in kinesiophobia during cardiac rehabilitation. Methods: Kinesiophobia was measured …

This study explores the evaluation of research pathways of self-management health innovations from discovery to implementation in the context of practice-based research. The aim is to understand how a new process model for evaluating practice-based research provides insights into the implementation success …

OBJECTIVE: To study the effects of a comprehensive secondary prevention programme on weight loss and to identify determinants of weight change in patients with coronary artery disease (CAD). METHODS: We performed a secondary analysis focusing on the subgroup of overweight CAD patients (BMI ≥27 kg/m2) …

Background: Marital status is associated with prognosis in patients with cardiovascular disease (CVD).However, the influence of partners on successful modification of lifestyle-related risk factors (LRFs) in secondaryCVD prevention is unclear. Therefore, we studied the association between the presence …

The focus of this chapter is the customer journey, a concept which has emerged from business practice and which now commands the attention of practitioners and academics alike. The customer journey is defined as the sum total of all customer interactions with a product, brand or organization across multiple …

Dat de coronacrisis de evenementenbranche met volle vaart heeft geraakt, staat buiten kijf. Een groot deel van de bedrijven besluit te herstructureren om te besparen op de kosten. Een van de manieren is om de klantervaring structureel te verbeteren, schrijven Harald Pol en Patrick Mulder. En dat loont …

This study explores the evaluation of research pathways of self-management health innovations from discovery to implementation in the context of practice-based research. The aim is to understand how a new process model for evaluating practice-based research provides insights into the implementation success …