Digitalization enables public organizations to personalize their services, tuning them to the specific situation, abilities, and preferences of the citizens. At the same time, digital services can be experienced as being less personal than face-to-face contact by citizens. The large existing volume of academic literature on personalization mainly represents the service provider perspective. In contrast, in this paper we investigate what makes citizens experience a service as personal. The result are eight dimensions that capture the full range of individual experiences and expectations that citizens expressed in focus groups. These dimensions can serve as a framework for public sector organizations to explore the expectations of citizens of their own services and identify the areas in which they can improve the personal experiences they offer.
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Helen Kopnina explains how some pivotal events in her personal life have led to the development of an appreciation of Nature. This article also reflects on whether the love of Nature or care for the environment is learned or inherited. https://www.ecologicalcitizen.net/article.php?t=ecocentrism-personal-story LinkedIn: https://www.linkedin.com/in/helenkopnina/
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This thesis reports on an interpretative case study about student teachers’ and new teachers’ personal interpretations in their teaching practice, during and after an international teaching internship. The main aim of this study was to describe how an international teaching internship interrupts existing, familiar ways of thinking or acting. The findings are an interpretation of how this interruption influences student teachers’ and new teachers’ “personal interpretative frameworks” (Kelchtermans, 2009) during their teacher training programmes and transition from student to teacher. This framework reflects the basis on which a beginning teacher grounds their personal decisions or judgements for action and answers the questions: ‘how can I effectively deal with this particular situation? and ‘why would I work that way?’ (Vanassche & Kelchtermans, 2014, p. 118).
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Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.
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A first episode of psychosis (FEP) is a stressful, often life-changing experience. Scarce information is available about personal preferences regarding their care needs during and after a FEP. Whereas a more thorough understanding of these preferences is essential to aid shared decision-making during treatment and improve treatment satisfaction. Methods: Face-to-face interviews with participants in remission of a FEP were setup, addressing personal preferences and needs for care during and after a FEP. The interviews were conducted by a female and a male researcher, the latter being an expert with lived experience. Results: Twenty individuals in remission of a FEP were interviewed, of which 16 had been hospitalized. The distinguished themes based on personal preferences were tranquility, peace and quietness, information, being understood, support from significant others, and practical guidance in rebuilding one's life. Our findings revealed that the need for information and the need to be heard were often not sufficiently met. For 16/20 participants, the tranquility of inpatient treatment of the FEP was pre-dominantly perceived as a welcome safe haven. The presence and support of family and close friends were mentioned as an important factor in the process of achieving remission.
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We examined the various career paths of PhDs in the Netherlands. In this publication, we feature the personal stories of ten of our study participants, detailing their careers both within and outside of academia. The ten portraits of PhD graduates are complemented by three portraits of employers describing their experiences working with PhDs. The personal accounts featured in this publication contain a wealth of information and recommendations for PhD students, universities and employers alike.
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People tend to disclose personal identifiable information (PII) that could be used by cybercriminals against them. Often, persuasion techniques are used by cybercriminals to trick people to disclose PII. This research investigates whether people can be made less susceptible to persuasion by reciprocation (i.e., making people feel obligated to return a favour) and authority, particularly in regard to whether information security knowledge and positive affect moderate the relation between susceptibility to persuasion and disclosing PII. Data are used from a population-based survey experiment that measured the actual disclosure of PII in an experimental setting (N = 2426). The results demonstrate a persuasion–disclosure link, indicating that people disclose more PII when persuaded by reciprocation, but not by authority. Knowledge of information security was also found to relate to disclosure. People disclosed less PII when they possessed more knowledge of information security. Positive affect was not related to the disclosure of PII. And contrary to expectations, no moderating effects were found of information security knowledge nor positive affect on the persuasion–disclosure link. Possible explanations are discussed, as well as limitations and future research directions. Uitgegeven door Sage, APA beschrijving: van der Kleij, R., van ‘t Hoff—De Goede, S., van de Weijer, S., & Leukfeldt, R. (2023). Social engineering and the disclosure of personal identifiable information: Examining the relationship and moderating factors using a population-based survey experiment. Journal of Criminology, 56(2-3), 278-293. https://doi.org/10.1177/26338076231162660
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Light profoundly impacts many aspects of human physiology and behaviour, including the synchronization of the circadian clock, the production of melatonin, and cognition. These effects of light, termed the non-visual effects of light, have been primarily investigated in laboratory settings, where light intensity, spectrum and timing can be carefully controlled to draw associations with physiological outcomes of interest. Recently, the increasing availability of wearable light loggers has opened the possibility of studying personal light exposure in free-living conditions where people engage in activities of daily living, yielding findings associating aspects of light exposure and health outcomes, supporting the importance of adequate light exposure at appropriate times for human health. However, comprehensive protocols capturing environmental (e.g., geographical location, season, climate, photoperiod) and individual factors (e.g., culture, personal habits, behaviour, commute type, profession) contributing to the measured light exposure are currently lacking. Here, we present a protocol that combines smartphone-based experience sampling (experience sampling implementing Karolinska Sleepiness Scale, KSS ratings) and high-quality light exposure data collection at three body sites (near-corneal plane between the two eyes mounted on spectacle, neck-worn pendant/badge, and wrist-worn watch-like design) to capture daily factors related to individuals’ light exposure. We will implement the protocol in an international multi-centre study to investigate the environmental and socio-cultural factors influencing light exposure patterns in Germany, Ghana, Netherlands, Spain, Sweden, and Turkey (minimum n = 15, target n = 30 per site, minimum n = 90, target n = 180 across all sites). With the resulting dataset, lifestyle and context-specific factors that contribute to healthy light exposure will be identified. This information is essential in designing effective public health interventions.
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This study focuses on SME networks of design and high-tech companies in Southeast Netherland. By highlighting the personal networks of members across design and high-tech industries, the study attempts to identify the main brokers in this dynamic environment. In addition, we investigate whether specific characteristics are associated with these brokers. The main contribution of the paper lies in the fact that, in contrast to most other work, it is quantitative and that it focuses on brokers identified in an actual network (based on both suppliers and users of the knowledge infrastructure). Studying the phenomenon of brokerage provides us with clear insights into the concept of brokerage regarding SME networks in different fields. In particular we highlight how third parties contribute to the transfer and development of knowledge. Empirical results show, among others that the most influential brokers are found in the nonprofit and science sector and have a long track record in their branch.
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This is a revised PAPAI (Personal Adapted Physical Activity Instructor) handbook 2020, part of the Sport Empowers Disabled Youth 2 (SEDY2) project. The original handbook of the PAPAI project, based on Finnish pilot-phase experiences, was written in 2016 by Aija Saari and Heidi Skantz. This revised (2020) PAPAI handbook contains updated materials and lessons learned by the Finnish Paralympic Committee and Inholland University during 2017-2020.
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