Within large service organizations there are currently two trends visible. These trends seem to be diametrically opposed. On the one hand organizations face increasing price pressure and thus a pressure to cut costs. One of the consequences of this trend is that organizations are increasingly encouraging customers to make more use of digital communication channels. At the same time, companies find it important to know their customers in order to respond adequately to their needs. To do this, organizations must have a certain degree of personal involvement to their customers and they must have regular personal contact. It is assumed that both trends – digitisation and personalisation – will have a strong impact on customer experience and (perhaps) on the relational models customers use. If it is true that relational models - so the way in which people perceive and assess a relationship - play a role in the perception of the customer, it is also interesting to know if it is possible to influence these relational models. During the last fifty years much research has been done into the possibilities to influence customers by using subliminal priming techniques. In these techniques thoughts and feelings are unconsciously activated by showing people certain words or images (eg Bargh, Chen & Burrows, 1996; Dijksterhuis, 2005). In recent years a number of experiments were performed in which customers were unconsciously primed at some type of relationship (eg Aggarwal, 2004; McGraw & Tetlock, 2005; Tuk, Verlegh, Smidts & Wigboldus, 2009). These experiments showed that it is possible to activate a certain type of relationship. The experiments however the researchers used scenario’s based on an interpersonal relationship, and often to a fictitious relationship. The question is whether priming techniques also work for an already existing and more complex relationship between an organization and its customers. From 2010-2013 we conducted research for six large service providers in banking, insurance, utilities and social welfare to discover what the customer experience of these organisations, what role relational models played in customer experience and whether it was possible to influence these relational models. The research project has provided answers to the following questions: - Which relational models are used by customers and what is the influence of these models on customer experience? - What is the influence of digitisation in customer communication on relational models and customer experience? - What is the influence of personalisation in customer communication on relational models and customer experience? And finally, - Is it possible to influence relational models (and customer experience) by using specific words and images that are associated with relational models (relational framing)?
In this document, we provide the methodological background for the Safety atWork project. This document combines several project deliverables as defined inthe overall project plan: validation techniques and methods (D5.1.1), performanceindicators for safety at work (D5.1.2), personal protection equipment methods(D2.1.2), situational awareness methods (D3.1.2), and persuasive technology methods(D4.1.2).
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Despite increased interest in experience and experience design in hospitality, tourism, and leisure, the field remains emergent. For experience design to mature in research and practice, clear consensus conceptualization of key constructs, like memorable, meaningful, and transformative experiences, is needed. While existing research identifies emotions as the key to memorable experiences, more conceptual work is needed to understand the unique impact and process behind meaningful experiences. This paper proposes an expanded conceptualization of the impact and process associated with meaningful experiences. We suggest that as individuals reflect on existing experiential (i.e., autobiographical) memories, they can extract insight from those memories. If any of the extracted insights connect with core sources of meaning, then the individuals perceive their experience as meaningful. Suggestions for potential strategies to design for meaningful experiences are also shared.
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In order to achieve much-needed transitions in energy and health, systemic changes are required that are firmly based on the principles of regard for others and community values, while at the same time operating in market conditions. Social entrepreneurship and community entrepreneurship (SCE) hold the promise to catalyze such transitions, as they combine bottom-up social initiatives with a focus on financially viable business models. SCE requires a facilitating ecosystem in order to be able to fully realize its potential. As yet it is unclear in which way the entrepreneurial ecosystem for social and community entrepreneurship facilitates or hinders the flourishing and scaling of such entrepreneurship. It is also unclear how exactly entrepreneurs and stakeholders influence their ecosystem to become more facilitative. This research programme addresses these questions. Conceptually it integrates entrepreneurial ecosystem frameworks with upcoming theories on civic wealth creation, collaborative governance, participative learning and collective action frameworks.This multidisciplinary research project capitalizes on a unique consortium: the Dutch City Deal ‘Impact Ondernemen’. In this collaborative research, we enhance and expand current data collection efforts and adopt a living-lab setting centered on nine local and regional cases for collaborative learning through experimenting with innovative financial and business models. We develop meaningful, participatory design and evaluation methods and state-of-the-art digital tools to increase the effectiveness of impact measurement and management. Educational modules for professionals are developed to boost the abovementioned transition. The project’s learnings on mechanisms and processes can easily be adapted and translated to a broad range of impact areas.
One of the mission-driven innovation policies of the Netherlands is energy transition which sets, among others, the challenge for a carbon-neutral built environment in 2050. Around 41% of Dutch houses do not yet have a registered energy label, and approximately 31% of the registered houses have label C or lower. This calls for action within the housing renovation industry. Bound to the 70 percent rule, a renovation plan requires full (or at least 70 percent) agreement on the renovation between relevant parties, including residents. In practice, agreement indicators focus mostly on economic and energy aspects. When indicators include people’s needs and preferences, it is expected to speed participation and agreement, increasing residents’ satisfaction and enhances the trust in public institutions. Tsavo was founded in 2015 to organise the sustainability of buildings for ambitious clients. Its sustainability process aims to accelerate renovation by keeping at their core value the social needs and preferences of residents. In this project Tsavo and TU Delft work together to optimise the sustainability process so, it includes everyone’s input and results in a sustainability plan that represents everyone. Tsavo’s role will be key in keeping the balance between both a sustainable renovation service that is cheaper and fast yet also attractive and with an impact on the quality of living. In this project, Tsavo’s sustainable renovation projects will be used to implement methods that focus on increasing participation and residents’ satisfaction. TU Delft will explore principles of attractive, accessible and representative activities to stimulate residents to decide on a renovation plan that is essential and meaningful to all.
The SPRONG-collaboration “Collective process development for an innovative chemical industry” (CONNECT) aims to accelerate the chemical industry’s climate/sustainability transition by process development of innovative chemical processes. The CONNECT SPRONG-group integrates the expertise of the research groups “Material Sciences” (Zuyd Hogeschool), “Making Industry Sustainable” (Hogeschool Rotterdam), “Innovative Testing in Life Sciences & Chemistry” and “Circular Water” (both Hogeschool Utrecht) and affiliated knowledge centres (Centres of Expertise CHILL [affiliated to Zuyd] and HRTech, and Utrecht Science Park InnovationLab). The combined CONNECT-expertise generates critical mass to facilitate process development of necessary energy-/material-efficient processes for the 2050 goals of the Knowledge and Innovation Agenda (KIA) Climate and Energy (mission C) using Chemical Key Technologies. CONNECT focuses on process development/chemical engineering. We will collaborate with SPRONG-groups centred on chemistry and other non-SPRONG initiatives. The CONNECT-consortium will generate a Learning Community of the core group (universities of applied science and knowledge centres), companies (high-tech equipment, engineering and chemical end-users), secondary vocational training, universities, sustainability institutes and regional network organizations that will facilitate research, demand articulation and professionalization of students and professionals. In the CONNECT-trajectory, four field labs will be integrated and strengthened with necessary coordination, organisation, expertise and equipment to facilitate chemical innovations to bridge the innovation valley-of-death between feasibility studies and high technology-readiness-level pilot plant infrastructure. The CONNECT-field labs will combine experimental and theoretical approaches to generate high-quality data that can be used for modelling and predict the impact of flow chemical technologies. The CONNECT-trajectory will optimize research quality systems (e.g. PDCA, data management, impact). At the end of the CONNECT-trajectory, the SPRONG-group will have become the process development/chemical engineering SPRONG-group in the Netherlands. We can then meaningfully contribute to further integrate the (inter)national research ecosystem to valorise innovative chemical processes for the KIA Climate and Energy.
