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 …

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 …

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

The ultimate ambition of Pieter Pot is to make circular grocery packaging the standard quo in Europe. They want to establish Pieter Pot as an authority and expert in waste-free groceries. The first milestone in achieving this mission is to break even at 50.000 monthly orders. One of Pieter Pot's obstacles …

In this paper, the success of students during their first year at the Amsterdam University of Applied Sciences at the faculty of Communication and Creative Business (formerly called Media, Information and Communication) will be compared prior to Covid-19 and during Covid-19 in the first year. With the …

Initial expectations about the interactive affordances of VR were often inspired by science fiction and technological fantasies rather than based on actual technical possibilities. In these futuristic accounts of VR, interactors would have the opportunity to fully engage with the characters that inhabit …

We have come to understand our world less and less, despite the countless one-liners (and slogans) that influencers and advertising people are constantly shooting at us via social media, among other things. We can no longer describe our world - it has simply become too complex for that. HBut marketing …

While many researchers have investigated soft skills for different roles related to business, engineering, healthcare and others, the soft skills needed by the chief information security officer (CISO) in a leadership position are not studied in-depth. This paper describes a first study aimed at filling …

Purpose Social media have become a key part of placemaking. Placemaking revolves around collaboration between multiple stakeholders, which requires ongoing two-way communication between local government and citizens. Although social media offer promising tools for local governments and public professionals …