Lang stond marketing en customer experience ten dienste van een eenzijdig belang van organisatie, en fungeerden mensen primair als middel (in de rol van klant) tot financiële doelstellingen. Echter, het huidige debat in de samenleving over duurzaamheid en de inzet van geavanceerde technologie zet het …

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 …

This study explores the evaluation of research pathways of self-management health innovations from discovery to implementation in the context of practice-based research. The aim is to understand how a new process model for evaluating practice-based research provides insights into the implementation success …

This study offers insights into when brand marketing should be aligned with personality traits and human values, respectively.

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 …

Background Literature on self-management innovations has studied their characteristics and position in healthcare systems. However, less attention has been paid to factors that contribute to successful implementation. This paper aims to answer the question: which factors play a role in a successful implementation …

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 …

Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and …

Despite the positive consumer attitudes towards animal welfare, and an increasing supply of animal welfare enhanced meat, consumers still mainly opt for conventional meat instead of meat produced with higher animal welfare standards. This thesis argues that consumers may do so because they must trade …

Modellen voor Marketing-Insights is het eerste overzicht van de belangrijkste modellen voor consumentengedrag, marktonderzoek en digital analytics in Nederland. Dankzij die modellen kunnen we bij complexe marketingvraagstukken snel tot de kern van een probleem komen en slagvaardig advies geven, of gericht …