The focus of this chapter is the customer journey, a concept which has emerged from business practice and which now commands the attention of practitioners and academics alike. The customer journey is defined as the sum total of all customer interactions with a product, brand or organization across multiple …

Empathy competence is considered a key aspect of excellent performance in communication professions. But we lack an overview of the specific knowledge, attitudes, and skills required to develop such competence in professional communication. Through interviews with 35 seasoned communication professionals, …

Publicatie in het internationale peer reviewed tijdschrift American Politics Research (SSCI Ranking Political Science, 2019, 84/181, Journal Impact Factor 1.442). Citizen exposure to political incivility is increasing. Studies have found heterogeneous responses to incivility, but we know little about …

Most FLP research focuses on intrafamily communication (1FLP) and how this is impacted by larger contexts. But what happens when different multilingual families interact intensively on a daily basis? This article analyses language use during a holiday in India in and between four deaf-hearing befriended …

This goal of this paper was to find out: How could an avatar using inverse kinematics in first person perspective in Virtual Reality influence core gameplay? The definition of immersion and possible inverse kinematics solutions have been researched to test ways to improve gesture-based and other types …

This study analyses how the social construction of integrity takes place within the context of football in the Netherlands. Combining a contex tual approach to sports integrity with the analytic lens of sensemaking, this qualitative multi-method case study analyses – in one extreme case in Dutch youth …

Dutch secondary school pupils seldom speak the foreign language in class, citing anxiety as a primary factor (Haijma, 2013). Implementing improvisational drama techniques (IDTs), however, could help ameliorate this situation by generating positive affective reactions, such as confidence and joy, and …

Background: During hospitalization patients frequently have a low level of physical activity, which is an important risk factor for functional decline. Function Focused Care (FFC) is an evidencebased intervention developed in the United States to prevent functional decline in older patients. Within FFC, …

Talent&Pro is a Dutch secondment firm, which outsources specialized consultants to financial organizations and offers them professional traineeships. This advice report proposes a communication strategy for Talent&Pro, in order to boost its brand awareness and increase the number of applicants it attracts. …

The changes that have taken place in higher education in the last decade, such as output-based funding, global competition, and the marketization of higher education, call for a re-focus on the establishment of bonds between students and their educational institution. Previous studies have emphasized …