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 …

Purpose Food waste is one of the most challenging issues humanity is currently facing. Therefore, there has been a growing interest in the prevention of food waste because of world hunger, environmental impacts, resource scarcity and economic costs. The purpose of the study is to investigate the factors …

This paper seeks to understand the role of valuing in urban live music ecologies. It explains how multiple actors (e.g. directors of music venues, musicians, policy-makers, and real estate experts) in Dutch live music ecologies negotiate the different values of live music. To examine this dynamic, we …

Purpose This study explores how and when intuitive forms of planning can be used in a family firm's succession process. Design/methodology/approach The study uses an extended focus group meeting, consisting of individual, group and subgroup discussions with seven highly experienced external family business …

Our current take-make-dispose economic model faces a vital challenge as it extracts resources from the natural environment at faster rates than that the natural environment can replenish. A circular economy where businesses lower their negative impact on the natural environment by transitioning towards …

Over the past few decades, education systems, especially in higher education, have been redefined. Such reforms inevitably require reconsideration of operational notions and definitions of quality, along with a number of related concepts. This reconsideration aligns with the core of higher education …

Collaboration between university and industry has brought societal and educational benefits by promoting research and innovation, providing industry training, and promoting access to resources and technology for both academia and industry. University, industry, and government collaboration known as …

This interview-based article about Hubert Hermans, founder of The Dialogical Self Theory (DST), was intended to determine the founder’s personal relationship to the construction and development of his theory and to provide a portrait of the engaged scientist and vulnerable researcher at work. DST lends …

This article investigates the phenomenon of rebound effects in relation to a transition to a Circular Economy (CE) through qualitative inquiry. The aim is to gain insights in manifestations of rebound effects by studying the Dutch textile industry as it transitions to a circular system, and to develop …

Since the start of the COVID-19 pandemic, online supervision has increased markedly, including within the Dutch probation services. In the present research, we systematically collected and analysed both clients and probation officers’ experiences of working online in the prior year. Although the clients …