In this paper, we describe the development of a collaborative approach to elicit and analyse service process experience as part of a project commissioned by the Dutch Ministry of Infrastructure and Environment. We designed and deployed a model-based instrument for measuring the experiences of both the …

In 1999 the Gele Rijders (Yellow Riders), the traditional name for the soldiers of 11 Battalion Horse Artillery, and with them soldiers, hussars, and gunners of numerous other units, were deployed to the municipality of Orahovac in Kosovo. In the evaluation report the Secretary of Defence sent to Parliament …