This dissertation presents research on customers’ perceptions of cleanliness in service environments. The research contributes to the gap in the literature on cleanliness examined from a customer perspective, and adds to the understanding of environmental cues that influence perceived cleanliness. Part one of the dissertation includes the operationalisation of the concept of perceived cleanliness and the development of an instrument to measure perceived cleanliness. Results showed that perceived cleanliness consists of three dimensions: cleaned, fresh, and uncluttered. Next, the Cleanliness Perceptions Scale (CP-scale) was developed and validated in different service environments, resulting in a 12 item questionnaire that can be used to measure perceived cleanliness in service environments. Part two includes the experimental research on the effects of different environmental cues on perceived cleanliness. It furthermore explores to what extent the effects of these environmental cues on perceived cleanliness can be explained by the concept of priming. The experiments demonstrated that particular environmental cues influence perceived cleanliness: the visible presence of cleaning staff, light colour, light scent, and uncluttered architecture positively influence customers’ perceptions of cleanliness in service environments. Also, empirical support was found for priming as one of the mechanisms involved in the effects.Part three reflects on the implications of the dissertation for theory and practice. The research provides knowledge that is relevant for the fields of facility management, service marketing, social psychology, and environmental psychology. The dissertation improves the understanding of the concept of perceived cleanliness by enabling scholars and practitioners to measure the concept and the effects of particular environmental cues in service environments.
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This paper identifies dimensions of perceived cleanliness and subsequently presents a scale for measuring perceived cleanliness in service environments. The cleanliness perceptions scale (CPS) is more comprehensive than existing scales, which focus on how customers perceive the cleanliness of specific interior elements, thereby ignoring other dimensions, including the aesthetic quality of a service environment. Whereas existing scales are intended restaurants and hotels, the CPS was specifically developed for the facilities management industry, which is responsible for cleanliness in a wide variety of service environments. A qualitative study followed by two quantitative studies resulted in the twelve-item CPS, which covers the three dimensions of perceived cleanliness: cleaned, fresh, and uncluttered.
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Service design is literally the design of services. Service designers improve existing services or design completely new ones. Nothing new so far. Services have been around for centuries, and every service was conceived and designed by someone. However, service design takes a different angle; a different perspective as its starting point: it is a process of creative inquiry aimed at the experiences of the individual user. ‘Service design, insights from 9 case studies’ is the final publication of the Innovation in Services programme. During this programme, creative design agencies applied the methods of service design in nine different projects.
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The objective of DIGIREAL-XL is to build a Research, Development & Innovation (RD&I) Center (SPRONG GROUP, level 4) on Digital Realities (DR) for Societal-Economic Impact. DR are intelligent, interactive, and immersive digital environments that seamlessly integrate Data, Artificial Intelligence/Machine Learning, Modelling-Simulation, and Visualization by using Game and Media Technologies (Game platforms/VR/AR/MR). Examples of these DR disruptive innovations can be seen in many domains, such as in the entertainment and service industries (Digital Humans); in the entertainment, leisure, learning, and culture domain (Virtual Museums and Music festivals) and within the decision making and spatial planning domain (Digital Twins). There are many well-recognized innovations in each of the enabling technologies (Data, AI,V/AR). However, DIGIREAL-XL goes beyond these disconnected state-of-the-art developments and technologies in its focus on DR as an integrated socio-technical concept. This requires pre-commercial, interdisciplinary RD&I, in cross-sectoral and inter-organizational networks. There is a need for integrating theories, methodologies, smart tools, and cross-disciplinary field labs for the effective and efficient design and production of DR. In doing so, DIGIREAL-XL addresses the challenges formulated under the KIA-Enabling Technologies / Key Methodologies for sectoral and societal transformation. BUas (lead partner) and FONTYS built a SPRONG group level 4 based on four pillars: RD&I-Program, Field Labs, Lab-Infrastructure, and Organizational Excellence Program. This provides a solid foundation to initiate and execute challenging, externally funded RD&I projects with partners in SPRONG stage one ('21-'25) and beyond (until' 29). DIGIREAL-XL is organized in a coherent set of Work Packages with clear objectives, tasks, deliverables, and milestones. The SPRONG group is well-positioned within the emerging MINDLABS Interactive Technologies eco-system and strengthens the regional (North-Brabant) digitalization agenda. Field labs on DR work with support and co-funding by many network organizations such as Digishape and Chronosphere and public, private, and societal organizations.
The objective of DIGIREAL-XL is to build a Research, Development & Innovation (RD&I) Center (SPRONG GROUP, level 4) onDigital Realities (DR) for Societal-Economic Impact. DR are intelligent, interactive, and immersive digital environments thatseamlessly integrate Data, Artificial Intelligence/Machine Learning, Modelling-Simulation, and Visualization by using Gameand Media Technologies (Game platforms/VR/AR/MR). Examples of these DR disruptive innovations can be seen in manydomains, such as in the entertainment and service industries (Digital Humans); in the entertainment, leisure, learning, andculture domain (Virtual Museums and Music festivals) and within the decision making and spatial planning domain (DigitalTwins). There are many well-recognized innovations in each of the enabling technologies (Data, AI,V/AR). However, DIGIREAL-XL goes beyond these disconnected state-of-the-art developments and technologies in its focus on DR as an integrated socio-technical concept. This requires pre-commercial, interdisciplinary RD&I, in cross-sectoral andinter-organizational networks. There is a need for integrating theories, methodologies, smart tools, and cross-disciplinaryfield labs for the effective and efficient design and production of DR. In doing so, DIGIREAL-XL addresses the challengesformulated under the KIA-Enabling Technologies / Key Methodologies for sectoral and societal transformation. BUas (lead partner) and FONTYS built a SPRONG group level 4 based on four pillars: RD&I-Program, Field Labs, Lab-Infrastructure, and Organizational Excellence Program. This provides a solid foundation to initiate and execute challenging, externally funded RD&I projects with partners in SPRONG stage one ('21-'25) and beyond (until' 29). DIGIREAL-XL is organized in a coherent set of Work Packages with clear objectives, tasks, deliverables, and milestones. The SPRONG group is well-positioned within the emerging MINDLABS Interactive Technologies eco-system and strengthens the regional (North-Brabant) digitalization agenda. Field labs on DR work with support and co-funding by many network organizations such as Digishape and Chronosphere and public, private, and societal organizations
The research, supported by our partners, sets out to understand the drivers and barriers to sustainable logistics in port operations using a case study of drone package delivery at Rotterdam Port. Beyond the technical challenges of drone technology as an upcoming technology, it needs to be clarified how drones can operate within a port ecosystem and how they could contribute to sustainable logistics. KRVE (boatmen association), supported by other stakeholders of Rotterdam port, approached our school to conduct exploratory research. Rotterdam Port is the busiest port in Europe in terms of container volume. Thirty thousand vessels enter the port yearly, all needing various services, including deliveries. Around 120 packages/day are delivered to ships/offices onshore using small boats, cars, or trucks. Deliveries can take hours, although the distance to the receiver is close via the air. Around 80% of the packages are up to 20kg, with a maximum of 50kg. Typical content includes documents, spare parts, and samples for chemical analysis. Delivery of packages using drones has advantages compared with traditional transport methods: 1. It can save time, which is critical to port operators and ship owners trying to reduce mooring costs. 2. It can increase logistic efficiency by streamlining operations. 3. It can reduce carbon emissions by limiting the use of diesel engines, boats, cars, and trucks. 4. It can reduce potential accidents involving people in dangerous environments. The research will highlight whether drones can create value (economic, environmental, social) for logistics in port operations. The research output links to key national logistic agenda topics such as a circular economy with the development of innovative logistic ecosystems, energy transition with the reduction of carbon emissions, societal earning potential where new technology can stimulate the economy, digitalization, key enabling technology for lean operations, and opportunities for innovative business models.
