An assessment of SJDs service quality through interaction quality, physical environment and outcome quality. The final intervention looked at reducing perceived waiting times by improving ambiance and reducing patient anxiety.

Which elements in hospitality products, services and concepts will influence customers sensitivity and are triggering for creating DELIGHT & WOW? Is there more than ‘service, location, cleanliness, rooms/design and sleep quality? Will these value drivers change in the future (or perhaps they have already …

Self-organisation in environmental service delivery is increasingly being promoted as an alternative to centralised service delivery. This article argues that self-organised environmental service delivery must be understood in the context of legal rules, especially environmental legislation. The article’s …

In the operational systems of the Dutch Public Prosecution Service, data about criminal cases are registered. This information is used to generate crime statistics or other management information as input for policymaking. A key element for these statistics is the crime type of a case, which is normally …

The project is about Heritage hotels and how key characteristics of this new type of hotels interact with guest expectations and perceptions. As part of the study, this interaction will lead to customer satisfaction and loyalty.

On January 1, 2015, Alrijne Zorggroep was formed by a merger between the Diaconessenhuis and Rijnland zorggroep. Alrijne Zorggroep consists of three hospital locations, two healthcare centres and two nursing homes. The hospitals are located in Leiden, Leiderdorp and Alphen aan de Rijn. This research …

Background: General practitioners experience a high workload during out-of-hours care. A possible solution is the shifting of care to nurse practitioners. Objectives: To provide insight into patient- and care characteristics, safety, efficiency, and patient satisfaction of substituting general practitioners …

The purpose is to give an overview of the extent, range and nature of existing definitions of the concept ‘ageing in place’. Providing such an overview may be helpful, for policy makers, researchers, communities and service providers, to make sense of the versatility and uses of the concept, and allow …

Bachelor Thesis for Case Study Service Quality Gap, Vijaya Hotel Amsterdam.

The Ministry of Agriculture of Rwanda (MINAGRI) launched the Crop Intensification Program (CIP) in 2007 with the aim of making agricultural systems more commercially-oriented in order to increase productivity, self-sufficiency; reduce poverty and improve food security outcomes. This program was implemented …