This report provides a conducted research on different attributes of the Leisure guest segment of the Hampshire Hotel Fitland in Leiden. The expectations and performances are measured in terms of 29 different attributes by a questionnaire, based on the customer satisfaction model of Akbaba . Furthermore, …

Kasteel Oud-Poelgeest is an estate which consists of two different buildings, one of them is a castle and the other one is the coach house. It is a congress-hotel, with 15 meeting rooms and 45 hotel rooms. The director of Kasteel Oud-Poelgeest finds it really important to focus on the guest to see what …

This report shows the online customer journey of Hotel van Oranje. It finds that there are negative touch points with the younger generation and it is leading to customer dissatisfaction of the website. Key recommendations are:  A new responsive website for Hotel van Oranje  Monitoring the touchpoints …

Introduction This report presents a conducted customer satisfaction research commissioned by Holiday Inn Leiden. The contractor wanted to know whether if the expectations of the Leisure-guests relate well on the final experiences. Holiday Inn Leiden was interested to conduct a research among the group …

An extended SERVQUAL instrument is developed, validated and used to measure perceived service quality delivered to students by business schools in an emerging market economy. A longitudinal survey is conducted with selected students in their final year of study from two business schools in an emerging …

http://dx.doi.org/10.14261/postit/0AC5BB0E-3951-48E2-B00D49D5194985A7In 2015 and 2016, Saxion University of Applied Sciences organized the 2nd and 3rd edition of the Regional Innovation and Entrepreneurship Conference (RIEC).University Business Incubators (UBI) are being considered spatial clusters (Pont …

© 2016, © Emerald Group Publishing Limited. Purpose – Despite their growing popularity among organisations, satisfaction with activity-based work (ABW) environments is found to be below expectations. Research also suggests that workers typically do not switch frequently, or not at all, between different …

This paper presents insights and perceptions of stakeholders involved in the development and implementation of residential smart grid pilot projects in the Netherlands, adding to the limited information that is currently available in this area, while expectations about the potential benefits of smart …

Technology is responsible for major systemic changes within the global financial sector in general and particularly in the trade in financial products. The global financial sector has already developed into a comprehensive network of mutually connected people and computers that are constantly evaluating …

This research examines the effectiveness of the EU as a regional crisis management actor in the post-Lisbon era. In doing so, an assessment is made of the capability-expectations gap applied to the crisis in Ukraine, thereby building upon the work of Hill (1993) and that of Ginsberg (1999). This research …