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 …

Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and …

Background: A description of the complexity of the process of self-management and the way stroke survivors give meaning to their process of self-management post-stroke is lacking. This study explores how stroke survivors managed their lives, gave meaning to their self-management post-stroke and how this …

Early studies conclude that high-rise apartment buildings present challenges for people’s quality of life, resulting in social isolation, social annoyance and anonymity for residents. Nevertheless, empirical research into factors supporting social interaction in high-rise apartment buildings is still …

Brand Positioning is an English translation of an exceptionally well-renowned Dutch textbook, which provides a practical approach to analysing, defining and developing a brand’s positioning and strategy. Divided into three key parts, the book works step-by-step through the creation of an effective marketing …

The peace operations literature suffers from a narrow focus on battle fi eld deterrence. It ignores the need to deter actors beyond the battle fi eld from supporting the combatants using force, and analyses the use of military threats and force in peace operations in a vacuum without taking into account …

The main purpose of this dissertation is to establish which road (ownership or circulation) car tax model is best to reduce CO2 emissions in the European Union. In Europe, climate change and reduction of greenhouse gasses is a concern among the population, as it is seen by the growing Eco activism as …

Citizens’ initiatives are believed to be a suitable alternative approach to service provision, especially in rural areas where services and facilities are under pressure because of depopulation and the decentralization measures of the state. To date, research has mainly focused on successful examples …

Employee burnout is an increasing global problem. Some countries, such as The Netherlands, diagnose and treat burnout as a medical condition. While deficient sleep has been implicated as the primary risk factor for burnout, the longest current sleep measurement of burnout individuals is 4 weeks; and …

Purpose The purpose of this paper is to investigate possible differences in the degrees of employability, leader–member exchange (LMX) and innovative work behaviours in a comparison between Belgium and the Netherlands. Although neighbouring countries, disparate national cultures between the two are …