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)?
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Background: Everyday exposure to radiofrequency electromagnetic fields (RF-EMF) emitted from wireless devices such as mobile phones and base stations, radio and television transmitters is ubiquitous. Some people attribute non-specific physical symptoms (NSPS) such as headache and fatigue to exposure to RF-EMF. Most previous laboratory studies or studies that analyzed populations at a group level did not find evidence of an association between RF-EMF exposure and NSPS. Objectives: We explored the association between exposure to RF-EMF in daily life and the occurrence of NSPS in individual self-declared electro hypersensitive persons using body worn exposimeters and electronic diaries. Methods: We selected seven individuals who attributed their NSPS to RF-EMF exposure. The level of and variability in personal RF-EMF exposure and NSPS were determined during a three-week period. Data were analyzed using timeseries analysis in which exposure as measured and recorded in the diary was correlated with NSPS. Results: We found statistically significant correlations between perceived and actual exposure to wireless internet (WiFi - rate of change and number of peaks above threshold) and base stations for mobile telecommunications (GSM+UMTS downlink, rate of change) and NSPS scores in four of the seven participants. In two persons a higher EMF exposure was associated with higher symptom scores, and in two other persons it was associated with lower scores. Remarkably, we found no significant correlations between NSPS and timeweighted average power density, the most commonly used exposure metric. Conclusions: RF-EMFexposure was associated either positively or negatively with NSP Sinsome but not all of the selected self-declared electro hypersensitive persons. https://doi.org/10.1016/j.envint.2018.08.064
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Learning environment designs at the boundary of school and work can be characterised as integrative because they integrate features from the contexts of school and work. Many different manifestations of such integrative learning environments are found in current vocational education, both in senior secondary education and higher professional education. However, limited research has focused on how to design these learning environments and not much is known about their designable elements (i.e. the epistemic, spatial, instrumental, temporal and social elements that constitute the learning environments). The purpose of this study was to examine manifestations of two categories of integrative learning environment designs: designs based on incorporation; and designs based on hybridisation. Cross-case analysis of six cases in senior secondary vocational education and higher professional education in the Netherlands led to insights into the designable elements of both categories of designs. We report findings about the epistemic, spatial, instrumental, temporal and social elements of the studied cases. Specific characteristics of designs based on incorporation and designs based on hybridisation were identified and links between the designable elements became apparent, thus contributing to a deeper understanding of the design of learning environments that aim to connect the contexts of school and work.
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As climate change accelerates, rising sea levels pose challenges for low-lying nations like the Netherlands. Floating developments (such as homes, solar parks, and pavilions) are considered the most climate adaptative solution for the future, but the effects on the environment are unknown which is holding back this floating transformation. Since public and private partners are not able to answer questions on the effect of floating urbanisation on the environment and water quality based on speculations by models without field data, permits are given only after proof that ecological & water quality will not affected (also EU warnings ‘deteriorating’ water quality (UvW 2025, EU 2025). This proposal aims to develop an innovative autonomous docking station for aquatic drones, enhancing environmental monitoring of floating structures. Only a few monitoring campaigns measured the impact of small floating structures (small structures and only basic parameters). Traditional monitoring methods rely on manual sampling and static sensors, which are costly, labour-intensive, and provide delayed results. A new study, led by Hanze with Gemeente Rotterdam, Waternet (Gemeente Amsterdam) and Indymo, will assess the impact of new large-scale floating developments with a new method. Autonomous aquatic drones improve data resolution but face operational challenges such as battery life and data retrieval. An innovating docking station will address these issues by enabling drones to recharge, offload data, and perform continuous missions without human intervention. Advanced tools—including aquatic drones, 360-degree cameras, sonar imaging, and real-time sensors—will collect high-resolution environmental data also monitoring biodiversity and bathymetry. The proposed docking station will support real-time sensor networks, allowing for spatial and temporal data collection. It will improve the (cost) efficiency and quality of long-term environmental monitoring, providing insights into water quality dynamics and underwater ecosystems in Rotterdam and Amsterdam as an international example of floating development in the battle of climate change.
Nederland heeft in het Natura 2000 Beheerplan Deltawateren richtlijnen vastgelegd voor natuurbehoud en biodiversiteit. De Nederlandse wateren en de deltagebieden maken tweederde uit van de Natura 2000 gebieden en vormen een belangrijk leefgebied voor kustbroedvogels en zijn voor trekvogels onmisbaar als rustgebied en plek om te foerageren. Om natuurbeheer effectiever te kunnen laten verlopen, is monitoring van de dynamiek van estuariene natuur in de deltabeheercyclus van groot belang. Het biedt publieke professionals mogelijkheden om systeemontwerpen en/of systeemingrepen (tijdig) aan te passen. Voor projectmonitoring wordt gebruik gemaakt van conventionele meettechnieken die veelal arbeidsintensief en dus kostbaar zijn. Doel van dit project is te onderzoeken of het monitoren van natuurherstelprojecten efficiënter kan. Kernvraag is of door de inzet van nieuwe meettechnieken meer of andersoortige data tegen lagere kosten, over grotere arealen en met betere temporele resoluties kan worden vergaard. Oftewel meer systeembegrip. Op drie locaties in de Westerschelde (Baalhoek, Knuitershoek en Perkpolder) wordt geëxperimenteerd met innovatieve meettechnieken om beter inzicht te krijgen op factoren die van invloed zijn op het functioneren van getijdenecosystemen. Data van negen kernparameters wordt ingewonnen: (1) vogelaantallen, (2) benthos als vogelvoedsel, (3) benthos als bioturbator, (4) middelgrootte schaal morfologie, (5) grootschalige morfologie, (6) korte termijn (dagelijkse) veranderingen in sedimenthoogte, (7) bodemdichtheid, (8) hydrodynamiek: stroming /golven en (9) sedimentconcentraties in water. Het activiteitenplan bestaat uit zes werkpakketten: (1)het fysiek inrichten van de meetlocaties, (2) data-acquisitie op zowel conventionele- als innovatieve wijze, (3) data-analyse door vergelijkend onderzoek, (4) het ontwikkelen van een afwegingskader voor publieke professionals, (5) een plan van doorwerking en (6) projectmanagement. Na afronding van elke meetcampagne worden data geanalyseerd en vergeleken met modellen en kennis die tot dan toe bekend is. Kennis en expertise wordt op de DeltaExpertise-site (HZ Body of Knowledge) gestructureerd en ontsloten met behulp van de Expertise Management Methodologie en de Soft Systems Methodologie.
Performance feedback is an important mechanism of adaptation in learning theories, as it provides one of the motivations for organizations to learn (Pettit, Crossan, and Vera 2017). Embedded in the behavioral theory of the firm, organizational learning from performance feedback predicts the probability for organizations to change with an emphasis on organizational aspirations, which serve as a threshold against which absolute performance is evaluated (Cyert and March 1963; Greve 2003). It postulates that performance becomes a ‘problem’, or the trigger to search for alternative procedures, strategies, products and behaviors, when performance is below that threshold. This search is known as problemistic search. Missing from this body of research, is empirically grounded understanding if the characteristics of performance feedback over time matter for the triggering function of the feedback. I explore this gap. This investigation adds temporality as a dimension of the performance feedback concept guided by a worldview of ongoing change and flux where conditions and choices are not given, but made relevant by actors and enacted upon (Tsoukas and Chia 2002). The general aim of the study is to complement the current knowledge of performance feedback as a trigger for problemistic search with an explicit process temporal approach. The main question guiding this project is how temporal patterns of performance feedback influence organizational change, which I answer in four chapters, each zooming into one sub-question.First, I focus on the temporal order of performance feedback by examining performance feedback and change sequences organizations go through. In this section time is under study and the goal is to explore how feedback patterns have evolved over time, just as the change states organizations pass through. Second, I focus on the plurality of performance feedback by investigating performance feedback from multiple aspiration levels (i.e. multiple qualitatively different metrics and multiple reference points) and how over time clusters of performance feedback sequences have evolved. Next, I look into the rate and scope of change relative to performance feedback sequences and add an element of signal strength to the feedback. In the last chapter, time is a predictor (in the sequences), and, it is under study (in the timing of responses). I focus on the timing of organizational responses in relation to performance feedback sequences of multiple metrics and reference points.In sum, all chapters are guided by the timing problem of performance feedback, meaning that performance feedback does not come ‘available’ at a single point in time. Similarly to stones with unequal weight dropped in the river, performance feedback with different strength comes available at multiple points in time and it is plausible that sometimes it is considered by decision-makers as problematic and sometimes it is not, because of the sequence it is part of. Overall, the investigation is grounded in the general principles of organizational learning from performance feedback, and the concept of time as duration, sequences and timing, with a focus on specification of when things happen. The context of the study is universities of applied sciences and hotels in The Netherlands. Project partner: Tilburg University, School of Social and Behavioral Sciences, Department of Organization Studies
