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Mastering Meaningful Customer Connections

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)?

Rationale, design and initial results of an educational intervention to improve provider-initiated HIV testing in primary care

Het meten van motorische vaardigheid in de lichamelijke opvoeding

Kinderen zijn beduidend zwaarder en minder actief dan vroeger. Docenten Lichamelijke Opvoeding (LO) zouden een belangrijke rol kunnen spelen in het ombuigen van deze trends, onder andere door zich meer te richten op de motorische vaardigheid van kinderen, een belangrijke voorspeller van een meer actieve leefstijl op latere leeftijd. Uit de Nulmeting Bewegingsonderwijs (Reijgersberg et al., 2013) komt naar voren dat niet duidelijk is in hoeverre docenten LO bijdragen aan de motorische vaardigheid van kinderen. Om hier meer inzicht in te krijgen is behoefte aan een valide, betrouwbaar en praktisch toepasbaar meetinstrument. In dit artikel wordt ingegaan op het meten van de motorische vaardigheid binnen de context van de lichamelijke opvoeding met een nieuw meetinstrument: het Athletic Skills (AS)-beweegparcours.

Optimization of military garment fit

In the Dutch armed forces clothing sizes are determined using 3D body scans. To evaluate if the predicted size based on the scan analysis matches the best fit, 35 male soldiers fitted a combat jacket and combat pants. It was shown that the predicted jacket size was slightly too large. Therefore, an adjustment was proposed. The predicted and preferred pant size matched rather well. We further investigated discrepancies between predicted and preferred sizes using virtual fitting analysis. Colour maps showing the difference between garment and body circumference illustrated that some soldiers selected a garment size that was obviously too small or too large. In order to minimize the effect of personal preference and maximize standardize ease, we recommend to maintain the current size prediction (with minor corrections for jackets) and use virtual fitting selectively as a control measure.

Infant Motor Milestones and Childhood Overweight:

Background: Poor motor skill competence may influence energy balance with childhood overweight as a result. Our aim was to investigate whether the age of motor milestone achievement has changed over the past decades and whether this change may contribute to the increasing trend observed in childhood overweight. Methods: Motor skill competence was assessed in children from the Young Netherlands Twin Register born between 1987 and 2007. Follow-up ranged from 4 up to 10 years. Weight and height were assessed at birth, 6 months, 14 months, and 2, 4, 7, and 10 years. Results: Babies born in later cohorts achieved their motor milestones ‘crawling’, ‘standing’, and ‘walkingunassisted’ later compared to babies born in earlier cohorts (N = 18,514, p <0.001). The prevalence of overweight at age 10 was higher in later cohorts (p = 0.033). The increase in overweight at age 10 was not explained by achieving motor milestones at a later age and this persisted after adjusting for gestational age, sex, and socioeconomic status. Conclusion: Comparing children born in 1987 to those born in 2007, we conclude that children nowadays achieve their motor milestones at a later age. This does not however, explain the increasing trend in childhood overweight.

Media representations of naturalized athletes

Turkey has received consistent criticism from international media for having many naturalized athletes in its national squad, both in the Olympic Games and other major international sporting events. Similar criticisms have also been a feature of debates for a long time in domestic media, varying in views toward these athletes. This research focuses on media representations of naturalized athletes in Turkey between 2008 and 2020. We investigated the sentiments of news items from four major Turkish newspapers (Milliyet, Cumhuriyet, Sabah and Fanatik) on their stances toward naturalized athletes over the timespan of 2008–2020. Beside analyzing the sentiment of the media content both cumulatively and fragmentedly, we also identified the yearly trends and most featured sports in this context, combining qualitative and quantitative techniques. Our findings showed that sentiments in Turkish media toward naturalized athletes are mostly neutral and negative as well as with differences varying on the basis of the newspapers and news item types. The most criticism underlined pursuing “shortcut” success with naturalized athletes representing Turkey in the international arena. Among the featured sports, basketball, football, and track and field have been the most discussed ones in the naturalization context.