This report was produced within the framework of the RAAK PRP project ‘Veiligheid op de werkvloer’. Personal protective equipment (PPE) is used on a daily basis by millions of people all over the EU, voluntarily or as a result of EU legislation. In this report we deal specifically with the textile/garment aspects of PPE. In this context we must consider the fact that PPE encompasses a huge area with hundreds of different applications of materials and systems tuned to specific needs;from a materials point of view it represents a complex area due to the large diversity of labour conditions. Textiles and clothing represent an area where PPE is an important area of attention. On a global scale it is an area of much research. Safety and comfort are becoming more and more important and these aspects must be in balance. Uncomfortable systems will not be used and put safe working at risk. Thus there is a continuous need for technological innovation to improve the effectiveness of PPE systems. Specialization and specific combinations aimed at use under well-defined conditions contributes to finding a good balance between comfort and safety. The design of products, taking into account the individual needs represent an area of intensive research: Safety directed ‘fashion design’.The ultimate goal is the development of proactive systems by which workers (but capital goods as well) are optimally protected. There is also a lot of attention for maintenance and cleaning since protective functions may deteriorate as a result of cleaning processes. Another important point is standardization because producers need directions for product development and supply of goods. In our overview we make a distinction between static and dynamic systems. Static systems provide passive protection, simply by being a part of an equipment that separates the worker from the danger zone. Dynamic systems are more ‘intelligent’ because these can react to stimuli and subsequently can take action. These dynamic systems use sensors, communication technology and actuators. From this research the following may be concluded: 1. Safety is obtained by choice of materials for a textile construction, including the use of coatings with special properties, application of specific additives and he use of special designed fibre shapes. 2. The architecture and ultimate construction and the combinations with other materials result in products that respond adequately. This is of great importance because of the balance comfort – safety. But a lot can be improved in this respect. 3. Insight in human behaviour, ambient intelligence and systems technology will lead to new routes for product development and a more active approach and higher levels of safety on the work floor. Consequently there is a lot of research going on that is aimed at improved materials and systems. Also due to the enormous research area of smart textiles a lot of development is aimed at the integration of new technology for application in PPE. This results in complex products that enhance both passive and active safety. Especially the commissioners, government and industry, must pay a lot of attention to specifying the required properties that a product should meet under the specific conditions. This has a cost aspect as well because production volumes are usually not that large if for small groups of products specific demands are defined. We expect that through the technology that is being developed in the scope of mass customization production technologies will be developed that allows production at acceptable cost, but still aimed at products that have specific properties for unique application areas. Purchasing is now being practiced through large procurements. We must than consider the fact that specification takes place on the basis of functionality. In that case we should move away from the current cost focus but the attention should shift towards the life cycle
MULTIFILE
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)?
