Technology has always been a very distinctive feature of human existence. Technology is to humans what nature is to other organisms: our host. Man is nature, but through technology – humans came to stand against nature and its biodiversity; technology is now a global enterprise, advancing on a scale and pace that has never been seen before. The paper argues that this poses a threat not only to the planet and biodiversity but above all to humans themselves. A psychological perspective is chosen, that of the thinking and feeling person, which is contrasted with emerging (smart) technologies. It is concluded that man is not a rational “machine”, but a small-scale storyteller, a provider of meaning, especially emotionally involved with each other. Systems and standardization stand in the way. But as globalized humanity faces the dangers of diminishing (bio- and cultural) diversity, we need the unifying power of technology to restore balance.
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This dissertation increases our insight into the role of the service employee’s intercultural competences in the service to culturally diverse customers. Investigating the effect of the intercultural competences of service employees is of major importance because, as a consequence of globalization, the number of intercultural service encounters has increased dramatically and still does. The delivery of service to a culturally diverse customer-base requires a combination of knowledge, skills and attitude; the intercultural competences (also known as Global Mindset). In this study the hotel sector has been investigated specifically. The hotel sector is an important economic player that continues to grow inspite of economic downturn. The special characteristics of hotel services make the sector also very suitable for the research of face-to-face encounters in an international context. In this dissertation, a holistic approach has been chosen, meaning that in the four empirical studies not only the perspective of the manager, but also that of the employee and the customer was investigated. All three of the above-mentioned are actors in intercultural service according to the argumentation of the ‘service-profit chain’ (Heskett, Jones, et al., 1994). Together, the manager, employee and the customer form the so-called ‘service triangle’ (Bitner, 1990).
One of the most important societal trends affecting our workplace and workforce in the following decade concerns the combination of a smaller number of younger workers relative to their older counterparts, and the current ‘early exit’ culture in Europe. Because of the staff shortages and possible knowledge loss (e.g., Calo 2008; Joe et al. 2013) that may accompany these demographic changes, there is a strong financial reason to retain and sustain ageing employees at work (Kooij et al. 2014; Truxillo and Fraccaroli 2013). In order to respond to today’s labour market needs, many governments have chosen to increase the official retirement age to 66 or even higher. In the Netherlands, for example, retirement age will be gradually raised to 66 years in 2019 and to 67 years in 2023. Other European Union countries have similar plans to steadily raise their retirement ages to 67 years in 2023 (France), 2027 (Spain), or 2031 (Germany). In the UK and Ireland, the retirement age will increase to 68 in 2028 (Ireland) and in 2046 (the UK). However, the reality of older workers’ current employment does not yet match these political ambitions. According to figures collected by the European Union Labour Force in the European Union Labour Force Survey (Eurostat 2014), the EU-28 (i.e., average of the 28 European Union countries) employment rate for persons aged 15–64 was 64.1 per cent in 2013. However, when looking more closely at the country level or when differentiating between age categories, the active labor participation of older European employees does not appear to be as high. The EU employment rate of older workers—calculated by dividing the number of persons in employment and aged 55–64 by the total population of the same age group—was 49.5 per cent in 2013 (OECD 2014), whereas the OECD average was 54.9 per cent in the same year. In the USA and Korea, for example, employment rates of workers of 55–64 years old were, respectively, 60.9 per cent and 64.3 per cent in 2013.
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Digital transformation has been recognized for its potential to contribute to sustainability goals. It requires companies to develop their Data Analytic Capability (DAC), defined as their ability to collect, manage and analyze data effectively. Despite the governmental efforts to promote digitalization, there seems to be a knowledge gap on how to proceed, with 37% of Dutch SMEs reporting a lack of knowledge, and 33% reporting a lack of support in developing DAC. Participants in the interviews that we organized preparing this proposal indicated a need for guidance on how to develop DAC within their organization given their unique context (e.g. age and experience of the workforce, presence of legacy systems, high daily workload, lack of knowledge of digitalization). While a lot of attention has been given to the technological aspects of DAC, the people, process, and organizational culture aspects are as important, requiring a comprehensive approach and thus a bundling of knowledge from different expertise. Therefore, the objective of this KIEM proposal is to identify organizational enablers and inhibitors of DAC through a series of interviews and case studies, and use these to formulate a preliminary roadmap to DAC. From a structure perspective, the objective of the KIEM proposal will be to explore and solidify the partnership between Breda University of Applied Sciences (BUas), Avans University of Applied Sciences (Avans), Logistics Community Brabant (LCB), van Berkel Logistics BV, Smink Group BV, and iValueImprovement BV. This partnership will be used to develop the preliminary roadmap and pre-test it using action methodology. The action research protocol and preliminary roadmap thereby developed in this KIEM project will form the basis for a subsequent RAAK proposal.
This PPS provides insights into long-term effects of real-life interventions to eat in a more healthy and sustainable manner.The focus of this research in the field of hospitality lies on: • food choice and satisfaction of clients • the consequent effect on wellbeing and vitality, how one experiences healthiness himself, impact on employee motivation as well as the environment from a hospitality management perspective • impact on all stakeholders involved (& partner organisations) in implementing the interventionsPartners Accor Hotels, CELTH, Wageningen (WUR) Economic Research and NHL Stenden University of Applied Sciences
In this project on volunteering in LTH organisation we focus on three aims:1. To explain why organisations in different LTH sectors and regions had, have or need volunteers, how they interact with these volunteers, and the consequences (benefits and challenges) of volunteerism for these organisations.2. To determine how to find the right balance between paid and unpaid staff within the same organisation, considering the LTH sector and region they belong to, in order to create a healthy ecosystem within it (bearing in mind that no organisation can have both volunteers and paid staff do the same job - see above).3. To understand the perspectives, motives and expectations of why people (decide to) volunteer, how they interact with the organisation (management, paid staff) during volunteering, in order to interest them, recruit them, make use of them and retain them. In addition, it is also our aim to explain the benefits and challenges for people to volunteer.In this study, we will use an integrated approach, which implies that we aren’t only interested in the people- or organisation-side of volunteering (actor-side). We will also focus on the interactions between volunteers, paid staff and organisation during volunteering (core of the practice) in a certain LTH organisation, sector and region in the Netherlands (context-side). Studying volunteering in its specific contexts (organisation, sector, region) using an integrated practice approach, hasn’t been done before. In addition, as more and more LTH organisations in the Netherlands rely on volunteers (for their survival), either for economic, social or community (mienskip) reasons (context-related conditions), there is a need for a better understanding of volunteering (as indicated by aim 1-3). Finally, as not much literature has been based on Dutch studies about volunteering and the recruitment and retention of volunteers, this project will fill this gap.Besides the aims as outlined before, a more specific goal of this project is to provide recommendations for a sustainable business model for organisations to embrace volunteerism without affecting the structure of employees. In close cooperation with different LTH organisations, we will develop interventions as policy making instruments (and therefore also for the whole region where they are located). Furthermore, this research will contribute to industry, research (see also below), education (idem) and society. Our ultimate goal is to foster the wellbeing of the volunteers, paid staff and organisations and overall to contribute to social sustainability within The Netherlands.The above-mentioned aims and conceptual model lead to the following research question: How can volunteering in the LTH sectors in Dutch regions be shaped in a sustainable way for both volunteers as well as organisations?In line with what we discussed earlier, this also means contributing to a more stable labour market in hospitality, leisure and tourism in which voluntary work is recognised as an important and indispensable component of a healthy labour ecosystem.The approach we intend to adopt is a qualitative one based on narrative inquiry. While in the literature a quantitative approach using surveys to gather data is mostly used in understanding volunteerism and in measuring motives, we will observe and connect with the volunteers’ work in each sector/case identified and collect and analyse their individual stories. In addition, and in line with our integrated approach, we will investigate how the LTH organisations connected to these cases view the role, value and future of volunteerism.Societal IssueOur insights into volunteers’ work in different sectors will improve their quality of work by revealing drivers of their satisfaction, turnover, motivation, and passion. Managers can use these insights to train and retain volunteers as an integral part of not only their events, but the broader community. It is well-known that robust volunteering programmes are a cornerstone of contemporary social cohesion, and our findings will show how storytelling can strengthen these processes.Benefit to societyThis project will contribute in three ways to the LTH sector. The three outcomes of this study are first around a better understanding of what meaningful volunteering is, second, around the value of volunteers to LTH organisations, and, thirdly, about the value of such activities to Dutch society.The project will provide practical advice to LTH organisations on which interventions to use and in which contexts. This tangible output might take the form of a report, guide(s) mentioned above, and/or another instrument that suits the needs of managers and volunteers. The instrument(s) selected by LTH organisations and volunteers will help to disseminate best practices as well as to highlight the potential of volunteers and volunteering to wider society, other organisations and to current and potential volunteers. By following the steps in or using these instruments, we believe volunteer organisations will be better able to profile themselves and to recruit and retain volunteers.The present study will bring innovation in the field by generating new narratives on volunteerism, and by designing an engaging and appealing path for volunteers to join organisations. At the same time, it will design a structure for organisations to work with volunteers in a sustainable way.Consortium partners: Rodney Westerlaken, Geesje Duursma (both NHL Stenden, Leeuwarden)
