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The Personal Touch in Customer Contact: The Influence of a Personal Approach on Customer Relationships and Customer Experience

Customer-supplier relationships are becoming more digital. However, a personal approach still seems to be a key success factor in the service journey, creating an optimal customer experience. In this research, we investigated the effects of a personal communication approach on customer experience and customer relationship. The personal touch was operationalised in two studies focusing on written forms of communication (Study 1) and spoken forms of communication (Study 2) amongst customers of an energy company. Both studies show that a personal tone of voice in customer contact results in a more positive customer experience (in terms of consumption emotions, customer satisfaction and recommendation intention). However, it does not impact the long term relationships between service provider and customers. Customers do not adjust previously built relationship norms when they are approached in a more or less personal way, as long as the chosen approach does not violate relationship norms. The research is relevant for organisations interested in the effects of a more personal approach in customer contact. The paper combines existing theories on customer experience and customer communication with the existing theories on relational models.

B2 or not B2

Space Oddities: The Acquisition of Agreement Verbs by L2 Learners of Sign Language of the Netherlands

ion of verb agreement by hearing learners of a sign language. During a 2-year period, 14 novel learners of Sign Language of the Netherlands (NGT) with a spoken language background performed an elicitation task 15 times. Seven deaf native signers and NGT teachers performed the same task to serve as a benchmark group. The results obtained show that for some learners, the verb agreement system of NGT was difficult to master, despite numerous examples in the input. As compared to the benchmark group, learners tended to omit agreement markers on verbs that could be modified, did not always correctly use established locations associated with discourse referents, and made characteristic errors with respect to properties that are important in the expression of agreement (movement and orientation). The outcomes of the study are of value to practitioners in the field, as they are informative with regard to the nature of the learning process during the first stages of learning a sign language.

Learning to use space: A study into the SL2 acquisition process of adult learners of Sign Language of the Netherlands

The aim of this dissertation is to examine how adult learners with a spoken language background who are acquiring a signed language, learn how to use the space in front of the body to express grammatical and topographical relations. Moreover, it aims at investigating the effectiveness of different types of instruction, in particular instruction that focuses the learner's attention on the agreement verb paradigm. To that end, existing data from a learner corpus (Boers-Visker, Hammer, Deijn, Kielstra & Van den Bogaerde, 2016) were analyzed, and two novel experimental studies were designed and carried out. These studies are described in detail in Chapters 3–6. Each chapter has been submitted to a scientific journal, and accordingly, can be read independently.1 Yet, the order of the chapters follows the chronological order in which the studies were carried out, and the reader will notice that each study served as a basis to inform the next study. As such, some overlap in the sections describing the theoretical background of each study was unavoidable.

Sustainability in Project Management

‘Panta rhei’ was the immortal wisdom, spoken over 2,500 years ago by the Greek philosopher Herakleitos. ‘Everything flows’; everything changes and nothing remains the same. More than ever, this is true for the competitive environment of many organizations. Whether resulting from technological progress, new regulations, globalizing economy or inventive competitors, new developments change the marketplace every day. Organizations are continuously reacting to these changes, or anticipating new ones, by introducing new products and services, improving business processes, changing resources, expanding their activities or discarding obsolete activities. Selecting the right changes and organizing and managing them in an effective and efficient way is, for many organizations, a critical success factor for business agility and continuous success. Many of these changes are managed as projects: unique efforts that require the mobilization of resources of different disciplines, capabilities and organizational units. Project management is developing into the key organizational skill in order to execute these changes in a controlled manner

Ebifananyi

In Luganda, the widest spoken minority language in East African country Uganda, the word for photographs is Ebifananyi. However, ebifananyi does not, contrary to the etymology of the word photographs, relate to light writings. Ebifananyi instead means things that look like something else. Ebifananyi are likenesses.My research project explores the historical context of this particular conceptualisation of photographs as well as its consequences for present day visual culture in Uganda. It also discusses my artistic practice as research method, which led to the digitisation of numerous collections of photographs which were previously unavailable to the public. This resulted in eight books and in exhibitions that took place in Uganda and in Europe.The research was conducted in collaboration with both human and non-human actors. These actors included photographs, their owners, Ugandan picture makers as well as visitors to the exhibitions that were organised in Uganda and Western Europe. This methodology led to insights into differences in the production and uses of, and into meanings given to, photographs in both Ugandan and Dutch contexts.Understanding differences between ebifananyi and photographs shapes the communication about photographs between Luganda and English speakers. Reflection on the conceptualisations languages offer for objects and for sensible aspects of the surrounding world will help prevent misunderstandings in communication in general.