More than 25!years after Moore’s first introduction of the public value concept in 995, the concept is now widely used, but its operationalization is still considered difficult. This paper presents the empirical results of a study analyzing the application of the public value concept in Higher Education …

An assessment of SJDs service quality through interaction quality, physical environment and outcome quality. The final intervention looked at reducing perceived waiting times by improving ambiance and reducing patient anxiety.

Which elements in hospitality products, services and concepts will influence customers sensitivity and are triggering for creating DELIGHT & WOW? Is there more than ‘service, location, cleanliness, rooms/design and sleep quality? Will these value drivers change in the future (or perhaps they have already …

The changes that have taken place in higher education in the last decade, such as output-based funding, global competition, and the marketization of higher education, call for a re-focus on the establishment of bonds between students and their educational institution. Previous studies have emphasized …

Purpose More than 25 years after the first introduction of the public value concept by Moore in 1995, the concept is now widely used, but the operationalization of public value accounting is still weak. This paper shows empirical results of a study analyzing the application of the public value concept …

Self-organisation in environmental service delivery is increasingly being promoted as an alternative to centralised service delivery. This article argues that self-organised environmental service delivery must be understood in the context of legal rules, especially environmental legislation. The article’s …

In the operational systems of the Dutch Public Prosecution Service, data about criminal cases are registered. This information is used to generate crime statistics or other management information as input for policymaking. A key element for these statistics is the crime type of a case, which is normally …

The project is about Heritage hotels and how key characteristics of this new type of hotels interact with guest expectations and perceptions. As part of the study, this interaction will lead to customer satisfaction and loyalty.

High-quality interactions between young children and teachers in early childhood education and care (ECEC) are the cornerstone of educational quality. International findings suggest that the quality of interactions that support emotions and classroom organization is at a medium to high level, but the …

On January 1, 2015, Alrijne Zorggroep was formed by a merger between the Diaconessenhuis and Rijnland zorggroep. Alrijne Zorggroep consists of three hospital locations, two healthcare centres and two nursing homes. The hospitals are located in Leiden, Leiderdorp and Alphen aan de Rijn. This research …