Aiming for increased accessibility and adaptability, higher educational institutes are making their curricula more flexible, offering students more freedom to choose what courses they want to take. Making a well-informed choice out of many possible elective courses is difficult, because it requires the …

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 …

Summary Self-managed shelters claim that participants who have been homeless, are better able to run a shelter than regular providers. Little research has investigated self-managed shelters. In this paper we described the experiences of participants and peer workers with empowerment processes in Je Eigen …

Ever since the 2016 presidential election in the United States of America one of the recurrent questions has been whether this election was tempered with. Were the elections manipulated and, more importantly from a legal perspective, was international law violated during these foreign influence operations …

MELTING POT is making hidden spaces of Luxembourg's unknown industrial history accessible and brings public life to the sites. Cultural heritage not only needs architectural transformation but also a smart community orientated program. This program is inspired by the history of the site and the values …

Participant empowerment is a foundational goal of selforganised homeless care. We aim to understand how a selforganised setting contributes to participants' empowerment. The data we analysed (56 interviews, both open and semistructured) were generated in a longitudinal participatory case study into Je …

Much research has been conducted into the determinants of customer experience. However, these studies do not include relationship norms as a possible determinant of customer experience. Nevertheless, there are strong indications that the relationship norms used by a customer are an important factor in …

Purpose: Self-managed institutional homeless programmes started as an alternative to regular shelters. Using institutional theory as a lens, we aim to explore the experiences of stakeholders with the institutional aspects of a self-managed programs. Method: The data we analysed (56 interviews, both open …

The Hybrid City’ proves that there are alternative ways to compact cities without compromising the quality of life, affordability, health and accessibility of the city. For this we have to review conventional ways of housing and living together. Network economies, the rise of digital possibilities and …

Will the Automotive era come to an end in the 21th century? Looking at today’s environmental and economic challenges of the use of last century technology cars and listening to some trend watchers one could think so. Cars can be regarded, as an old school status product indeed, for which there is no …