The focus of this chapter is the customer journey, a concept that has emerged from business practice and that 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 …

Online social networks produce a visuality that reflects the attention economy governing this space. What is seen becomes elevated into prominence by networked publics that ‘perform’ affective expressions within platform affordances. We mapped Twitter images of refugees in two language spaces - English …

Purpose: The aim of this study was to investigate the occupational well-being among employees with chronic diseases, and the buffering effect of four job resources, possibly offering targets to enhance occupational well-being. Method: This cross-sectional study (N = 1951) was carried out among employees …

When organizations start to digitize, this often means that processes will be changed. The management paradigm that is centered on the continues review and improvement of organizational processes is Business Process Management (BPM). To digitize processes, an organization should have the right competences …

Recommendation systems, recommenders in short, selecting and filtering content are widely used by companies in order to provide suggestions for items to users. These ‘items’ range from songs (e.g., Spotify), series (e.g., Netflix), and movies (e.g., YouTube) to messages (e.g., Facebook), job vacancies …

Directing branding towards an international landscape allows non-governmental organizations (NGOs) to expand to new scenes and reach larger audiences. This can open doors potentially leading to an increase in growth and impact, through collaboration with international organizations and increased fundraising …

Huiselijk geweld lijkt sterk toe te nemen tijdens de Covid-19 pandemie. Wat opvalt in de berichtgeving, is dat er stelselmatig wordt uitgegaan van mannelijke daders en vrouwelijke slachtoffers. Is dit wel terecht? In dit artikel beschrijven Vivienne de Vogel en Kasia Uzieblo dat ook vrouwen huiselijk …

Much research has been conducted into the determinants of customer experience. However, these studies do not include relationship norms as a possible determinant of customer experience. Nevertheless, there are strong indications that the relationship norms used by a customer are an important factor in …

QUOTES “It can be assumed, based on the given research, that within current legislation regarding sustainability improvements can be made. Enforcement of legislation is lacking, and fashion companies are not bound by rules, but rather make a voluntary choice to participate and create a more sustainable …

Trust is a foundation of social (and organizational) order and also serves as the underpinning of healthy relationships, exchanges and transactions. There is a growing concern globally that social and organizational trust is eroding, and that it has become harder for organizations to build and protect …