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 …

The transition towards more sustainable business practices requires the changing of products, services, processes, policies and resources of organizations. Acknowledging the role projects play in these changes, the concept of sustainability should be integrated in the way projects are selected, prioritized, …

Doelstellingen De mate van betrokkenheid van jonge gebruikers bij wervingsadvertenties voor geldezels op Instagram onderzoeken. Methoden Drie advertenties die de belangrijkste mechanismen voor betrokkenheid bij cybercriminaliteit weerspiegelen en gericht waren op Nederlandse gebruikersclusters werden …

When should a surveillance system that is used in preventive policing sacrifice the privacy of citizens to prevent criminality? What should be the impact of individual moral expectations when a social media platform designs an algorithm? To what degree can we use technology-driven deception in dementia …

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 …

Sportverenigingen in Nederland dragen bij aan een gezonde leefstijl, sociale cohesie en inclusieve sportdeelname. Ondanks dat de sportparticipatie toeneemt, hebben de clubs het moeilijk om hun ledental op peil te houden. Diverse ontwikkelingen spelen daarbij een rol. De focus van het onderzoek in dit …

Purpose This study aims to develop an understanding of how customers of a physical retail store valuate receiving location-based mobile phone messages when they are in proximity of the store. It proposes and tests a model relating two benefits (personalization and location congruency) and two sacrifices …

Deze editie van de monitor laat allereerst de ontwikkeling zien van het aantal banen en bedrijven in de Nederlandse creatieve industrie en ICT-sector aan de hand van de LISA-dataset waarin data tot en met april 2020 beschikbaar waren. Ook de analyse van het belang van de top 10 steden in creatieve industrie …

This demo is the first outcome of the research project VR for Diversity. The theoretical backgrounds for the project are shortly discussed and the concept for Amelia’s Dream is presented. Amelia’s Dream is a VR experience that is filmed using volumetric video capture technology, in which a young woman …

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 …