Expertise
Business & Economics
# Customer Experience
# Customer Relationship
# Railway
# Relational Model
# Scale Development
# Scale Validation
Medicine & Life Sciences
# Symbolism
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# Customer
Organisations
Publications
Recent
Pol, H.
, Galetzka, M.
, & Pruijn, A. T. H. P. (2022).
The age of digitisation: The influence of digital channels on customer experience and customer relationships.
International Journal of Business Marketing and Management,
7(5), 148-161.
Vos, M. C. (2022).
Spotless? Perceived Cleanliness in Service Environments. [PhD Thesis - Research UT, graduation UT, University of Twente]. University of Twente.
https://doi.org/10.3990/1.9789036553704
Pijls-Hoekstra, R.
, Galetzka, M., Groen, B. H.
, & Pruyn, A. T. H. (2021).
Hospitality in a theatre: The role of physical warmth.
Research in Hospitality Management,
11(3), 225.
https://doi.org/10.1080/22243534.2021.2006913
Galetzka, M., Bloeme, R.
, de Vries, P. W., Abraham, M.
, van Hoof, J. J., & van Soomeren, P. (2021).
Safety and Security in Nightlife Areas in the Netherlands: Choice Architecture With Technology. In H. Abusaada, A. Elshater, & D. Rodwell (Eds.),
Transforming Urban Nightlife and the Development of Smart Public Spaces (pp. 211-227). IGI Global.
https://doi.org/10.4018/978-1-7998-7004-3.ch013
Pol, H.
, Galetzka, M.
, & Pruyn, A. (2020).
The Personal Touch in Customer Contact: The Influence of a Personal Approach on Customer Relationships and Customer Experience .
International Journal of Business Marketing and Management,
5(11), 93-102.
http://www.ijbmm.com/paper/Nov2020/8340436164.pdf
Pijls-Hoekstra, R. (2020).
Are you feeling served: The embodied experience of hospitality in service environments. [PhD Thesis - Research external, graduation UT, University of Twente]. University of Twente.
https://doi.org/10.3990/1.9789036550666
Pol, H.
, Galetzka, M.
, & Pruyn, A. T. H. (2020).
New Perspectives on Customer Relationships: How Relational Models Influence Customer Experience and How They Are Activated.
Journal of relationship marketing,
19(1), 29-51.
https://doi.org/10.1080/15332667.2019.1664868
Galetzka, M.
, van Hoof, J. J.
, de Vries, P. W., Abraham, M., Bloeme, R., & van Soomeren, P. (2019).
Lokale veiligheid uitgaansgebieden: Case Haarlem. Wetenschappelijk Onderzoek- en Documentatiecentrum (WODC).
https://repository.wodc.nl/handle/20.500.12832/2352
Pijls-Hoekstra, R.
, Galetzka, M., Groen, B. H.
, & Pruyn, A. T. H. (2019).
Comfortable seating: The influence of seating comfort and acoustic comfort on customers’ experience of hospitality in a self-service restaurant.
Applied ergonomics,
81, [102902].
https://doi.org/10.1016/j.apergo.2019.102902
Pol, H.
, Galetzka, M.
, & Pruyn, A. T. H. (2019).
Influencing Customer Experience by Activating Relationship Norms. In P. Rossi, & N. Krey (Eds.),
Finding New Ways to Engage and Satisfy Global Customers: Proceedings of the 2018 Academy of Marketing Science (AMS) World Marketing Congress (WMC) (pp. 211-225). (Developments in Marketing Science: Proceedings of the Academy of Marketing Science). Springer.
https://doi.org/10.1007/978-3-030-02568-7_56
UT Research Information System
Courses Academic Year 2022/2023
Courses in the current academic year are added at the moment they are finalised in the Osiris system. Therefore it is possible that the list is not yet complete for the whole academic year.
Courses Academic Year 2021/2022
Contact Details
Visiting Address
University of Twente
Faculty of Behavioural, Management and Social Sciences
Cubicus
(building no. 41), room C206
De Zul 10
7522NJ Enschede
The Netherlands
Mailing Address
University of Twente
Faculty of Behavioural, Management and Social Sciences
Cubicus
C206
P.O. Box 217
7500 AE Enschede
The Netherlands