For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, …

A recent employees satisfaction audit, showed that the employees of Eurest in Holland Casino Utrecht were very dissatisfied about 'communication'. Though, when I asked them they could not describe the exact problem and if I would ask what needed to change for them in order to improve the communication …

The severe shortage of donors is a major constraint facing European countries. In Europe more than 60,000 patients are on waiting lists for an organ transplantation. Because of the shortage of donated organs, every day almost ten people die in Europe while on the waiting list. But what are the causes …

This paper is about the conceptual framework of team flow and the action research project at the Hogeschool Utrecht (University of Applied Sciences) which has been launched recently. Have you ever linked the performance of The Rolling Stones - as a long - standing successful music business - to concepts …