Service robots provide retailers with new opportunities to innovate their in-store service offerings. Despite advances made in the fields of human-robot interaction, information systems, and marketing, there is relatively little known about how to apply a service robot in retailing. In this paper we aim to shed light on this issue by exploring the added value, roles, and prototyping of a service robot in fashion retailing. Using two Dutch fashion stores as real-life settings, we apply differentinteraction techniques (observation, interview, survey, structured role play, prototyping) to generate first insights and obtain lessons learned. The results of our study suggest that fashion retailers would benefit most from using service robots for communication of promotions and provision of product information. When applying service robots to these use cases, customers seem to prefer briefly and clearly expressed information that is communicated in a style that matches (in-)store communications. Still, the lack of personal attention and social support associated with a service robot makes retailers and store personnel rather reluctant to use them for their service excellence-oriented stores.
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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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Introduction: Nowadays the Western mental health system is in transformation to recovery-oriented and trauma informed care in which experiential knowledge becomes incorporated. An important development in this context is that traditional mental health professionals came to the fore with their lived experiences. From 2017 to 2021, a research project was conducted in the Netherlands in three mental health organizations, focussing on how service users perceive the professional use of experiential knowledge. Aims: This paper aims to explore service users’ perspectives regarding their healthcare professionals’ use of experiential knowledge and the users’ perceptions of how this contributes to their personal recovery. Methods: As part of the qualitative research, 22 service users were interviewed. A thematic analysis was employed to derive themes and patterns from the interview transcripts. Results: The use of experiential knowledge manifests in the quality of a compassionate user-professional relationship in which personal disclosures of the professional’s distress and resilience are embedded. This often stimulates users’ recovery process. Conclusions: Findings suggest that the use of experiential knowledge by mental health professionals like social workers, nurses and humanistic counselors, demonstrates an overall positive value as an additional (re)source.
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“Empowering learners to create a sustainable future” This is the mission of Centre of Expertise Mission-Zero at The Hague University of Applied Sciences (THUAS). The postdoc candidate will expand the existing knowledge on biomimicry, which she teaches and researches, as a strategy to fulfil the mission of Mission-Zero. We know when tackling a design challenge, teams have difficulties sifting through the mass of information they encounter. The candidate aims to recognize the value of systematic biomimicry, leading the way towards the ecosystems services we need tomorrow (Pedersen Zari, 2017). Globally, biomimicry demonstrates strategies contributing to solving global challenges such as Urban Heat Islands (UHI) and human interferences, rethinking how climate and circular challenges are approached. Examples like Eastgate building (Pearce, 2016) have demonstrated successes in the field. While biomimicry offers guidelines and methodology, there is insufficient research on complex problem solving that systems-thinking requires. Our research question: Which factors are needed to help (novice) professionals initiate systems-thinking methods as part of their strategy? A solution should enable them to approach challenges in a systems-thinking manner just like nature does, to regenerate and resume projects. Our focus lies with challenges in two industries with many unsustainable practices and where a sizeable impact is possible: the built environment (Circularity Gap, 2021) and fashion (Joung, 2014). Mission Zero has identified a high demand for Biomimicry in these industries. This critical approach: 1) studies existing biomimetic tools, testing and defining gaps; 2) identifies needs of educators and professionals during and after an inter-disciplinary minor at The Hague University; and, 3) translates findings into shareable best practices through publications of results. Findings will be implemented into tangible engaging tools for educational and professional settings. Knowledge will be inclusive and disseminated to large audiences by focusing on communication through social media and intervention conferences.
Based on the model outcomes, Houtlaan’s energy transition will likely result in congestion and curtailmentproblems on the local electricity grid within the next 5-7 years, possibly sooner if load imbalance between phasesis not properly addressed.During simulations, the issue of curtailment was observed in significant quantities on one cable, resulting in aloss of 8.292 kWh of PV production per year in 2030. This issue could be addressed by moving some of thehouses on the affects cable to a neighboring under-utilized cable, or by installing a battery system near the end ofthe affected cable. Due to the layout of the grid, moving the last 7 houses on the affected cable to the neighboringcable should be relatively simple and cost-effective, and help to alleviate issues of curtailment.During simulations, the issue of grid overloading occurred largely as a result of EV charging. This issue can bestbe addressed by regulating EV charging. Based on current statistics, the bulk of EV charging is expected to occurin the early evening. By prolonging these charge cycles into the night and early morning, grid overloading canlikely be prevented for the coming decade. However, such a control system will require some sort of infrastructureto coordinate the different EV charge cycles or will require smart EV chargers which will charge preferentiallywhen the grid voltage is above a certain threshold (i.e., has more capacity available).A community battery system can be used to increase the local consumption of produced electricity within theneighborhood. Such a system can also be complemented by charging EV during surplus production hours.However, due to the relatively high cost of batteries at present, and losses due to inefficiencies, such a systemwill not be financially feasible without some form of subsidy and/or unless it can provide an energy service whichthe grid operator is willing to pay for (e.g. regulating power quality or line voltage, prolonging the lifetime of gridinfrastructure, etc.).A community battery may be most useful as a temporary solution when problems on the grid begin to occur, untila more cost-effective solution can be implemented (e.g. reinforcing the grid, implementing an EV charge controlsystem). Once a more permanent solution is implemented, the battery could then be re-used elsewhere.The neighborhood of Houtlaan in Assen, the Netherlands, has ambitious targets for reducing the neighborhood’scarbon emissions and increasing their production of their own, sustainable energy. Specifically, they wish toincrease the percentage of houses with a heat pump, electric vehicle (EV) and solar panels (PV) to 60%, 70%and 80%, respectively, by the year 2030. However, it was unclear what the impacts of this transition would be onthe electricity grid, and what limitations or problems might be encountered along the way.Therefore, a study was carried out to model the future energy load and production patterns in Houtlaan. Thepurpose of the model was to identify and quantify the problems which could be encountered if no steps are takento prevent these problems. In addition, the model was used to simulate the effectiveness of various proposedsolutions to reduce or eliminate the problems which were identified
