This dissertation increases our insight into the role of the service employee’s intercultural competences in the service to culturally diverse customers. Investigating the effect of the intercultural competences of service employees is of major importance because, as a consequence of globalization, the number of intercultural service encounters has increased dramatically and still does. The delivery of service to a culturally diverse customer-base requires a combination of knowledge, skills and attitude; the intercultural competences (also known as Global Mindset). In this study the hotel sector has been investigated specifically. The hotel sector is an important economic player that continues to grow inspite of economic downturn. The special characteristics of hotel services make the sector also very suitable for the research of face-to-face encounters in an international context. In this dissertation, a holistic approach has been chosen, meaning that in the four empirical studies not only the perspective of the manager, but also that of the employee and the customer was investigated. All three of the above-mentioned are actors in intercultural service according to the argumentation of the ‘service-profit chain’ (Heskett, Jones, et al., 1994). Together, the manager, employee and the customer form the so-called ‘service triangle’ (Bitner, 1990).
The pace of introduction of new technology and thus continuous change in skill needs at workplaces, especially for the engineers, has increased. While digitization induced changes in manufacturing, construction and supply chain sectors may not be felt the same in every sector, this will be hard to escape. Both young and experienced engineers will experience the change, and the need to continuously assess and close the skills gap will arise. How will we, the continuing engineering educators and administrators will respond to it? Prepared for engineering educators and administrators, this workshop will shed light on the future of continuing engineering education as we go through exponentially shortened time frames of technological revolution and in very recent time, in an unprecedented COVID-19 pandemic. S. Chakrabarti, P. Caratozzolo, E. Sjoer and B. Norgaard.
This paper focuses on utilizing the Celciushouse as an escape room in energy education. In a broader context, it also addresses the incorporation of serious gaming in education. The project is part of COVE SEED. SEED - Sustainable Energy Education, aims to develop innovative vocational education and training, working with experts from five different European regions to phase out fossil fuels and contributing to Europe becoming a fossil free energy continent. SEED is a CoVE (Centres of Vocational Excellence) programme. CoVE’s are part of the Erasmus+ program aiming to establish transnational platforms on, among others, regional development, innovation and inclusion. SEED combines education on various international levels including level 2,3,4, and 6. At this moment, the project ESCAPEROOM IN ENERGY EDUCATION is still in its initial phase. With this paper and the accompanying workshop, we aim to gather insights from other international regions involved in the SEED project collaboration. The acceleration of technological developments means that what is learned today may be outdated tomorrow. Therefore, it is essential for educational institutions to focus on developing general skills such as critical thinking, problem-solving, and the ability to quickly absorb new information. The market demands professionals with modern knowledge and skills. Techniques taught to students today may become outdated tomorrow. Therefore, the ability to learn how to learn is becoming increasingly crucial. Analytical and research skills are therefore gaining importance. It is also essential for students to utilize various learning methods. Not just learning from books but particularly learning from practical experience. Practice-oriented learning, where students gain direct experience in real situations, not only reinforces theoretical knowledge but also develops practical skills that are valuable in the job market. To tackle these problems, serious gaming or the establishment of escape rooms can be a solution.
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