The focus of this chapter is the customer journey, a concept that has emerged from business practice and that 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 …

The covid-19 pandemic has strained organizational systems, with the health care field particularly affected given sudden surges of demand and changes of policy. The pandemic showcases the need to understand how social systems can be resilient to such external shocks. Drawing on ‘joint production motivation' …

Many cities consider their live music ecologies to be a valuable asset to urban culture. Many have adopted active live music policies, which is part and parcel of the trend of instrumentalization of urban cultural policies. In this paper we explore the reasons behind the increased political policy attention …

OBJECTIVES: To investigate the course of depressive symptoms, and basic and instrumental activities of daily living (collectively described as, (I)ADL functioning) from acute admission until one year post-discharge, the longitudinal association between depressive symptoms and (I)ADL functioning, and …

We examine the demise of a multi-stakeholder network that was launched to promote an inclusive dairy market in Ethiopia to better understand why nongovernmental organizations (NGOs) may develop interventions in contexts of poverty that fail to endure after they exit. We identify organizational reflexivity …

from the article: "In the Netherlands, housing corporations are increasingly adopting self-service technologies (SSTs) to support affairs their tenants need to arrange. The purpose of the study is to examine the customers’ motivations of using SSTs in the context of the Dutch public housing sector. An …

This study reports the outcomes of a systematic literature review, which aims to determine the influence of four indoor environmental parameters — indoor air, thermal, acoustic, and lighting conditions —on the quality of teaching and learning and on students' academic achievement in schools for higher …

This study reports the outcomes of a systematic literature review, which aims to determine the influence of four indoor environmental parameters — indoor air, thermal, acoustic, and lighting conditions —on the quality of teaching and learning and on students' academic achievement in schools for higher …

Background: The increase in life expectancy has brought about a higher prevalence of chronic illnesses among older people. Objectives: To identify common chronic illnesses among older adults, to examine the influence of such conditions on their Health-Related Quality of Life (HRQoL), and to determine …

Background The number of interventions is lower, and the level of satisfaction is higher among women who receive midwife-led primary care from one or two midwives, compared to more midwives. This suggests that midwives in small-sized practices practice more women centred. This has yet to be explored. Objective To …