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).
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Non-discursive practices such as the economy and political constellations have always caused shifts in history. However, in the network society of today, these shifts have become omnipresent. Globalization of health and medical tourism have created a shift or rupture in the history of healthcare provision and into the lives of different stakeholders. The purpose of this paper is to detect and assess the rupture caused by global health care or medical tourism within the field of the written media, in order to define the reality of medical tourism as a trans-historical field. The methodology of this study comprised an extensive discourse analysis of written and new media performed over a time frame of more than a decade. Market, medical, ethical and patient discourses were detected along scientific sources, international and local newspapers. Results indicate that a change in the market discourse has caused a shift in the attitude towards medical tourism, where ethical voices are seen as submissive to the market logic. In the current time perspective, medical tourism has become more mature with the development of non-ethical counterparts such as organ tourism and reproductive tourism as a consequence. The research framework shows that the general public receives a normative message from the medical tourism sector.
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The richness of the studies presented is disappearing under a thick sauce of left-wing ideology and perceptions of globalization, making it too easy for ‘the enemy’ to neglect this book. Quotes like ‘To put it crudely, market tyrannies and state despotism have deepened inequalities and abrogate freedom both within and among nations’, are not very helpful in starting a more open debate on the marginalization of young people in different cultures and countries. I think the studies themselves are very convincing and do not need too obvious links to globalizing evil. The research observations are in contrast with the rather blunt social political analyses. The position of social work, given its empowering tradition with regard to excluded groups (such as many of the youth gangs and cultures in this publication), needs to be a self confident approach, focused on giving insight into and improving practices in the life world contexts of young people.
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Using a series of case studies, we show that global mindset is at the heart of global growth and opportunity for entrepreneurial ventures. We review how having an entrepreneurial mindset and international experience influence the rapidity of internationalization by discussing the entrepreneurial process and how the global mindset of founders of born global firms influences their choices in the competitive landscape. This chapter closes with a discussion of a continuum — globalization frustrated (focusing on firms with entrepreneurs that have global mindsets but cannot internationalize) to globalization mandated (focusing on firms that are forced to be global).
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With the increasing global population, urbanization, the current unsustainable and expansive agricultural practices would be expected to further elevate the risk of food and nutritional insecurity of the global population, which is recognized as a global threat for the 21st century. This paper reviews the demographic changes, urbanization, sustainability of the conventional agricultural systems, the environmental and resource implications and presents possible sustainable alternatives.
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During recent years the world has seen rapid changes such as globalization, the Internet, and the rise of new economies. To survive these changes organizations need to be in control of their processes, and be able to continuously improve the process performance. Therefore many organizations are increasingly adopting Business Process Management (BPM). However, it is not clear if the implementation of BPM(S) is really adding value to an organization. Consequently, in this paper, we try to answer the following research question: 'Does adoption of Business Process Management lead to a higher process performance?' Based on quantitative research we show that there is dependence between the performance of processes within an organization and the BPM maturity of that organization. As a result we conclude that improvement in process performance can be attained by increasing the BPM maturity of an organization.
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Openbare les. Toegang tot het recht is het kenmerk van een rechtvaardige samenleving waar mensen hun waardigheid op een gelijke manier op basis van wet- en regelgeving kunnen verwezenlijken, zonder het risico te lopen te worden genegeerd of vervolgd. Of je nu rijk, arm, oud, jong, gedetineerde, nieuwe Nederlander of illegaal bent: je kunt je recht zoeken. Op papier – bijvoorbeeld in wetboeken – of op internet. Zowel formele instituties – waaronder rechtbanken – als informele – zoals de Ombudsman of online mediation – houden zich bezig met geschillenbeslechting. De praktijk is echter vaak weerbarstiger. Weliswaar wordt op een globaal en statelijk niveau door het internationaal en national recht en beleid erkend dat het bevorderen van veiligheid, publieke dienstverlening en toegang tot het recht voor ieder mens van belang is. Maar op lokaal niveau – kleine bedrijven, buurten, school, werk of detentie – werkt dit doorgaans anders door. Is toegang tot het recht bijvoorbeeld relevant in een wereld waar een sloppenwijkbewoner geen mensenrecht op eigendom kan afdwingen? Waar groepen vluchtelingen in Europa geen asiel kunnen aanvragen, hoewel ze beschermd zijn door het Verenigde Naties (VN) Vluchtelingenverdrag? Of waar de neveneffecten van het internationale delen en gebruik van big data nauwelijks met een effectief rechtsmiddel aan de kaak kunnen worden gesteld?
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Within European cross-border health care, recent studies have identified several types of international patients. Within the Anglo-Saxon setting, the specific terminology of medical tourism is used. The analytical purpose of the paper is to resolve this semantic difference by suggesting an alternative terminology, 'transnational health care' that is understood as a 'context-controlled and coordinated network of health services'. For demand-driven trans-border access seekers and cross-border access searchers, there is a need to opt for regional health-policy strategies. For supply-driven sending context actors and receiving context actors, there would be organizational benefits to these strategies.Applying the terminology of trans-border access seekers, cross-border access searchers, sending context and receiving context actors results in a transnational patient mobility typology of twelve types of international patients, based on the criteria of geographical distance, cultural distance and searching efforts, public/private/no cover and private/public provision of health services. Finally, the normative purpose of the paper is to encourage the use of this terminology to promote a policy route for transnational health regions. It is suggested that the development of transnational health regions, each with their own medical and supportive service characteristics, could enhance governmental context-controlled decision power in applying sustainable health destination management.
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Where does entrepreneurship start? Moreover, what is so different about entrepreneurship in this New Age of innovation? What do entrepreneurs do when the world becomes more ‘flat’? According to The Entrepreneurial Society by David Audretsch something novel is happening, something only Schumpeter (1942) could have imagined. He argues that the combination of technological advancements and globalization have led a baby boom generation to manage things differently.
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