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 …

FD Mediagroep (FDMG1 ) is the leading information provider in the financial economic domain in the Netherlands. FDMG operates “Het Financieele Dagblad” (FD) a daily finan- cial newspaper, similar to the Financial Times. In addition, FDMG operates the daily all-news radio station “Business News Radio” …

Personalization of media services is gaining more and more traction, e.g., through the rise of personalization driven by recommender systems across media outlets. At the same time, we see a general rise in distrust and skepticism around the collection and processing of personal data, spurred by policy …