This research is done on behalf of the company Fudura, which is, as a commercially operating organisation, part of the Enexis Group. Fudura is a nationwide organisation operating on the Dutch energy market, especially in the provinces of Groningen, Drenthe, Overijssel, Noord-Brabant, and Limburg. As …

The Leidse Schouwburg-Stadsgehoorzaal is the umbrella organisation of the concert hall and the oldest theatre in the Netherlands in Leiden. The Leidse Schouwburg-Stadsgehoorzaal offers shows and concerts to a wide range of visitors. Within the organisation, there was no focus on the Customer Journey. …

There has been a global displacement of people, who were forced to leave their homes due to war and conflicts. Especially from 2015 on a problem arose, as all these people entered other countries to build up a new and safe life. All these people ask asylum and protection of European countries. The Netherlands …

Cloud computing is one of the latest ICT innovations, offering many advantages and leading to the digital transformation of private and public organizations. Despite the advantages, initiatives for cloud computing adoption in public administration are in early stage and relatively slow, comparing to …

This report provides analysis, evaluation and recommendation of implementing WhatsApp as a customer service channel at Eurail.com. Methods of analysis and gathering data include extensive desk research, interviews and surveys. Results of the analyzed data show different perspectives and outcomes which …

Learning is all about feedback. Runners, for example, use apps like the RunKeeper. Research shows that apps like that enhance engagement and results. And people think it is fun. The essence being that the behavior of the runner is tracked and communicated back to the runner in a dashboard. We wondered …

Background Pre-hospital spinal immobilisation by emergency medical services (EMS) staff is currently the standard of care in cases of suspected spinal column injuries. There is, however, a lack of data on the characteristics of patients who received spinal immobilisation during the pre-hospital phase …

The European Union Solidarity Fund is a financial support instrument, which supports member states of the European Union and countries applying for accession with recovery costs after they were affected by a natural disaster. The Regulation (EC) No 2012/2002 established the Fund in November 2002; it …

This dissertation investigates how an NGO like PETA (People for the Ethical Treatment of Animals) can recover its brand equity after this was damaged due to a scandal. The focus was on improving perceived service quality as this appeared to be a very important aspect of brand equity that is damaged severely …

‘The fear of crime’ is “upon everybody’s tongue” nowadays (Farrall & Gadd 2004:1). The concept is widely accepted as social problem across the globe (Gray, Jackson & Farrall 2008, Garland 2001) as it is held to impinge ‘(…) upon the well-being of a large proportion of the population’ (Farralll et al. …