Design/methodology Organisations are digitising the customer journey at a fast pace but have no idea what the effects of digitisation will be on customer experience and customer relationships. This paper describes two studies on digitisation in customer contact and the effects on customer experience …

Background: Non-technical errors, such as insufficient communication or leadership, are a major cause of medical failures during trauma resuscitation. Research on staffing variation among trauma teams on teamwork is still in their infancy. In this study, the extent of variation in trauma team staffing …

This paper's main goal is to shed a conceptual light on the hospitality perspective regarding online peer-to-peer interactions and present the collaborative paradigm of the online communication approach to elucidate hospitable online interactions on collaborative platforms. We believe that hospitable …

Social robots have been introduced in different fields such as retail, health care and education. Primary education in the Netherlands (and elsewhere) recently faced new challenges because of the COVID-19 pandemic, lockdowns and quarantines including students falling behind and teachers burdened with …

BACKGROUND: Efficient communication between (helicopter) emergency medical services ((H)EMS) and healthcare professionals in the emergency department (ED) is essential to facilitate appropriate team mobilization and preparation for critically ill patients. A correct estimated time of arrival (ETA) is …

Purpose: This case study is presented to inform the reader of potential speech, language, cognitive, and emotional characteristics in preadolescent cluttering. Method: This case study describes a 10-year-old boy who started to clutter during preadolescence. The case illustrates that, in some adolescents, …

Inclusive research practices can lead to progress towards an inclusive society. With this study, we aimed to gain insight into dilemmas and catalysing processes within the long-term collaboration of an inclusive research duo: one non-academic researcher who lives with the label of intellectual disabilities …

In dit krantenartikel pleit Bianca Harms in het kader van duurzame consumptie voor het boycotten van Black Friday.

The purpose of this study is to provide a better insight into the impact of rebranding on stakeholders; the case for this study is the rebranding of the Hotel Management School (HMS). This research has explored how the stakeholders have experienced rebranding and how the rebranding has affected the brand …