Introduction This report presents a conducted customer satisfaction research commissioned by Holiday Inn Leiden. The contractor wanted to know whether if the expectations of the Leisure-guests relate well on the final experiences. Holiday Inn Leiden was interested to conduct a research among the group …

To graduate this year as a marketing professional each student has to complete a thesis about a relevant subject. Van der Valk Hotel Leiden, the mandator, requires a customer satisfaction survey to discover how satisfied their business guests are. Van der Valk Hotel Leiden is a beautiful and luxurious …

Purpose: To present a new Value Adding Management model in order to support decision makers in identifying appropriate interventions to add value to the organisation, to manage its implementation, and to measure the output and outcomes. Theory: The paper builds on value adding management theories and …

Objective To develop, implement and evaluate a personalized patient discharge letter (PPDL) to improve the quality of handoff communication from hospital to home. Design From the end of 2006–09 we conducted a quality improvement project; consisting of a before–after evaluation design, and a process evaluation. …

‘The clients you arrange affiliate campaigns for are the biggest telecom providers in the Netherlands. The campaigns are doing great, which results in steady sales. But it is not enough. What is the fun of working for clients whom already have a steady market, and whom are represented at every possible …

Background: Nurse-sensitive indicators and nurses’ satisfaction with the quality of care are two commonly used ways to measure quality of nursing care. However, little is known about the relationship between these kinds of measures. This study aimed to examine concordance between nurse-sensitive screening …

This study explores the processes of integration that are assumed to underlie integrated care delivery.

In the Netherlands, various organisational models of dementia case management exist. In this study the following four models are distinguished, based on differences in the availability of the service and in the case management function: Model 1: the case management service is available from first dementia …

Bagels & Beans is a very popular franchise in the Netherlands with almost over 60 lunchrooms. It has a very simple and innovative concept. The managers of the five Bagels & Beans lunchrooms in The Hague where wondering why it has been a success since the beginning. The research question is: “What are …