Zoekresultaten

Predictive Encoding:

Het aantal digitale documenten in bedrijfsomgevingen neemt dermate toe dat men het beoordelen ervan niet kan overlaten aan experts. Met behulp van slimme software kan men de relevantie van elektronische documenten voorspellen. Een van de nieuwste technieken is predictive coding die de voorspelling doet aan de hand van een model.

Organisaties onderschatten datalekken

In dit artikel stelt de auteur dat bedrijven het risico op het lekken van data onderschatten. Ze realiseren zich niet hoeveel onnodige, maar ‘gevaarlijke’ informatie’ ze in huis hebben. Bij een lek kan deze informatie voor grote problemen zorgen voor de maatschappij en voor het bedrijf zelf. Imago- en financiële schade liggen op de loer.

Forensics and fashion

Persuasive location-based messaging to increase store visits: An exploratory study of fashion shoppers

Although it appears increasingly important yet potentially challenging to attract customers to physical stores, location-based messaging, i.e., delivering mobile phone messages using data about the recipient's location when that recipient is near the sender, has been said to enable such attraction. Still, existing studies offer very limited insight into which particular location-based persuasion approach retailers should use. Drawing on persuasion theory, this exploratory study aims to investigate and compare the potential of two discrepant persuasion techniques (scarcity and social proof) to influence customers' experiences and thereby stimulate them to visit the retailer's physical store. A factorial survey design was applied to test the research model. Data were collected from a sample of actual customers of a Dutch fashion retailer (n = 579). The results suggest that scarcity is a more effective persuasion technique in the studied context than social proof; scarcity-focused messages appear to be experienced as more informative, more entertaining and less irritating, seem to be valued more because of this, and are thus more likely to incline customers to visit the store. We discuss these findings and their implications for theory as well as for practice.

Voorwoord

A global mind, a joy forever

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).