Keynote given during the 5th International Conference on New Business Models on the topic of sustainable, inclusive and circular new business models. New business models have been widely touted for their promise of sustainability. However, conceptual approaches to new business models by and large fail …

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 …

Purpose A growing body of scholarly research focuses on internal communication (IC), which, over the past decade, has become an important specialisation within the field of communication. However, little scholarly attention has been paid to IC education, resulting in a lack of academic knowledge about …