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.
MULTIFILE
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.
LINK
Lectorale rede
DOCUMENT
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.
DOCUMENT
For IT services companies, delivering high quality IT services is of eminent importance. IT service quality drives customer satisfaction, which in its turn drives firm performance. It is this link that is addressed in this paper: How can the performance of customer service delivery teams be improved, when looked upon from the perspective of firm performance? Based on the literature on excellent performing organizations, we apply the concepts that, according to Collins (2001), drove the development of 'good' companies to 'great' companies to a case study of an under performing service delivery team that developed into an excellent performing service delivery team. The lessons from this study were that most of the drivers behind the performance improvement of this team were in fact 'soft' factors that concerned the human side of the team more than the organizational, procedural or structural measures.
DOCUMENT
The influence of a person’s environment and its modifying potential on participation is well recognized for most childhood disabilities, but scarcely studied for adolescents with autism spectrum disorder (ASD). A scoping review was conducted, the aim of which was to map the existing literature about supporting and hindering environments for the participation of adolescents with ASD. Sources of scientific evidence were searched for in four databases. Inclusion criteria were the perspectives of adolescents between 12 and 21, families, peers, or significant others; ecologic validity; and a clear connection between environment and participation. The publication dates ranged from 2001 to 2014 and partly up to 2018. The International Classification of Functioning, Disability and Health (ICF) served as the guiding framework for inclusion/exclusion during the selection process. Thematic analysis was performed by five independent reviewers. Results were additionally validated by stakeholders. This scoping review identified 5528 articles, and finally included 31 studies. Two main themes were found: “providing security” indicates how the environment, and specifically the parental, physical, and informational environments, have a securing or intimidating effect. The second theme, “helping to connect”, indicates which environments support or hinder social relationships or social activities, and hence participation. An additional third main theme, “tension in participation”, relates to ambiguities that seem essential to understand participation or isolation of adolescents with ASD. Results show that participation is a value-laden concept. This research widens the field of dealing with adolescents with ASD, as it directs attention towards the responsibility of the environment regarding participation.
DOCUMENT
The central aim of this thesis was to increase understanding of designing vocational learning environments at the school–work boundary. Four studies were conducted, focusing on learning environment designs at the school–work boundary and on design considerations of the actors involved in their construction, both from the world of school and the world of work.
DOCUMENT
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.
MULTIFILE
Introduction: Nowadays the Western mental health system is in transformation to recovery-oriented and trauma informed care in which experiential knowledge becomes incorporated. An important development in this context is that traditional mental health professionals came to the fore with their lived experiences. From 2017 to 2021, a research project was conducted in the Netherlands in three mental health organizations, focussing on how service users perceive the professional use of experiential knowledge. Aims: This paper aims to explore service users’ perspectives regarding their healthcare professionals’ use of experiential knowledge and the users’ perceptions of how this contributes to their personal recovery. Methods: As part of the qualitative research, 22 service users were interviewed. A thematic analysis was employed to derive themes and patterns from the interview transcripts. Results: The use of experiential knowledge manifests in the quality of a compassionate user-professional relationship in which personal disclosures of the professional’s distress and resilience are embedded. This often stimulates users’ recovery process. Conclusions: Findings suggest that the use of experiential knowledge by mental health professionals like social workers, nurses and humanistic counselors, demonstrates an overall positive value as an additional (re)source.
DOCUMENT
Educational institutions and vocational practices need to collaborate to design learning environments that meet current-day societal demands and support the development of learners’ vocational competence. Integration of learning experiences across contexts can be facilitated by intentionally structured learning environments at the boundary of school and work. Such learning environments are co-constructed by educational institutions and vocational practices. However, co-construction is challenged by differences between the practices of school and work, which can lead to discontinuities across the school–work boundary. More understanding is needed about the nature of these discontinuities and about design considerations to counterbalance these discontinuities. Studies on the co-construction of learning environments are scarce, especially studies from the perspective of representatives of work practice. Therefore, the present study explores design considerations for co-construction through the lens of vocational practice. The study reveals a variety of discontinuities related to the designable elements of learning environments (i.e. epistemic, spatial, instrumental, temporal, and social elements). The findings help to improve understanding of design strategies for counterbalancing discontinuities at the interpersonal and institutional levels of the learning environment. The findings confirm that work practice has a different orientation than school practice since there is a stronger focus on productivity and on the quality of the services provided. However, various strategies for co-construction also seem to take into account the mutually beneficial learning potential of the school–work boundary.
LINK
