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 …

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 …

The evolution of digital media has fostered the emergence of new and adapted forms of storytelling. Journalism combines classic narrative resources with technology and interactive strategies to inform, explain and represent reality. After an initial stage of adaptation and experimentation, it is necessary …

Interactivity as part of journalistic narratives is a common practice in newsrooms around the world. Interactive journalistic narratives developed as a subgenre of online journalism in the decade following Snow Fall: The Avalanche of Tunnel Creek (The New York Times, 2012) after which news organisations …

Background: Since 2006, business principles have been introduced to foster efficient healthcare by way of managed competition. Managed competition is expressed by a contract between a health insurer and a physiotherapy primary healthcare organisation (PTPHO). In such a managed environment, PTPHOs have …

Business owners seem to recover. 52% of the business owners can pay their bills on time and 60% have enough financial resources to continue their business. Business investments are rising and the number of business owners having a lower renumeration than in 2019 are diminishing.The number of business …

An Update on Social Media in Project Management

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 …

Circular solutions require a systemic approach involving multiple actors within and across industrial sectors. This has implications for the structure and dynamics within geographically bounded entrepreneurial ecosystems. Actors within the entrepreneurial ecosystem assume the role of ‘system coordination’ …

The current Covid-19 pandemic has underlined the importance of urban public spaces in achieving health and social well-being (Dobson, 2021; Poortinga et al., 2021), prompting policymakers and urban planners to rethink their approach to the design of these spaces. They now propagate adapting urban public …