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enhancement of guest experience through technology

this thesis was simply a research done to see how the manor amsterdam can use technologies to enhance its guest eperience. Surveys and intervews were conducted to see what the guest preferences were after which an implementation process was also drawn up.

Is that lawful?

Data collected from fitness trackers worn by employees could be very useful for businesses. The sharing of this data with employers is already a well-established practice in the United States, and companies in Europe are showing an interest in the introduction of such devices among their workforces. Our argument is that employers processing their employees’ fitness trackers data is unlikely to be lawful under the General Data Protection Regulation (GDPR). Wearable fitness trackers, such as Fitbit and AppleWatch devices, collate intimate data about the wearer’s location, sleep and heart rate. As a result, we consider that they not only represent a novel threat to the privacy and autonomy of the wearer, but that the data gathered constitutes ‘health data’ regulated by Article 9. Processing health data, including, in our view, fitness tracking data, is prohibited unless one of the specified conditions in the GDPR applies. After examining a number of legitimate bases which employers can rely on, we conclude that the data processing practices considered do not comply with the principle of lawfulness that is central to the GDPR regime. We suggest alternative schema by which wearable fitness trackers could be integrated into an organization to support healthy habits amongst employees, but in a manner that respects the data privacy of the individual wearer.

Is EU regulation effective in ensuring children’s online privacy and data protection?

Following the rationale of the current EU legal framework protecting personal data, children are entitled to the same privacy and data protection rights as adults. However, the child, because of his physical and mental immaturity, needs special safeguards and care, including appropriate legal protection. In the online environment, children are less likely to make any checks or judgments before entering personal information. Therefore, this paper presents an analysis of the extent to which EU regulation can ensure children’s online privacy and data protection.

Handling consumer messages on social networking sites

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive customer service interventions with consumer messages on social network sites may evoke feelings of privacy infringement. Subsequently we use privacy calculus theory to propose how these perceptions of privacy infringement, together with the perceived usefulness of the intervention, in turn drive customer satisfaction. In two experiments, we find that feelings of privacy infringement associated with proactive interventions may explain why only reactive interventions enhance customer satisfaction. Moreover, we find that customer satisfaction can be modeled through the calculus of the perceived usefulness and feelings of privacy infringement associated with an intervention. These findings contribute to a better understanding of the impact of privacy concerns on consumer behavior in the context of firm–consumer interactions on social network sites, extend the applicability of privacy calculus theory, and contribute to complaint and compliment management literature. To practitioners, our findings demonstrate that feelings of privacy are an element to consider when handling consumer messages on social media, but also that privacy concerns may be overcome if an intervention is perceived as useful enough.

Design my privacy

'Privacy lost - and found?'

In this paper we explore the extent to which privacy enhancing technologies (PETs) could be effective in providing privacy to citizens. Rapid development of ubiquitous computing and ‘the internet of things’ are leading to Big Data and the application of Predictive Analytics, effectively merging the real world with cyberspace. The power of information technology is increasingly used to provide personalised services to citizens, leading to the availability of huge amounts of sensitive data about individuals, with potential and actual privacy-eroding effects. To protect the private sphere, deemed essential in a state of law, information and communication systems (ICTs) should meet the requirements laid down in numerous privacy regulations. Sensitive personal information may be captured by organizations, provided that the person providing the information consents to the information being gathered, and may only be used for the express purpose the information was gathered for. Any other use of information about persons without their consent is prohibited by law; notwithstanding legal exceptions. If regulations are properly translated into written code, they will be part of the outcomes of an ICT, and that ICT will therefore be privacy compliant. We conclude that privacy compliance in the ‘technological’ sense cannot meet citizens’ concerns completely, and should therefore be augmented by a conceptual model to make privacy impact assessments at the level of citizens’ lives possible.