http://repub.eur.nl/res/aut/2603/ List of Publications en http://repub.eur.nl/static-eur/img/logo.png http://repub.eur.nl http://repub.eur.nl/res/pub/12132/ 2001-01-01T00:00:00Z Employees' organizational identification was measured in three organizations. Results show that employee communication augments perceived external prestige and helps explain organizational identification. Communication climate plays a central role, mediating the impact on organizational identification of the content of communication. The relative impacts of employee communication and perceived external prestige on organizational identification differ between organizations; this was attributed to differences in reputation of the companies. Consequences of the results for the management of organizational identification are discussed. http://repub.eur.nl/res/pub/10/ 2000-03-21T00:00:00Z Employees' Organizational Identification (OI) is measured in a customer service organization. Particularly the effects of employee communication and perceived external prestige (PEP) on OI were evaluated. Results show that employee communication affects OI more strongly than PEP. One aspect of employee communication, the communication climate, appears to play a central role: it mediates the impact on OI of the content of employee communication. These results suggest that the importance of how an organization communicates internally is even more vital than the question what is being communicated. Consequences of the results for managing and synchronizing internal and external communication are discussed. http://repub.eur.nl/res/pub/12175/ 1999-01-01T00:00:00Z In a field experiment, Social Facilitation Theory (SFT) and Affiliation Theory (AT) were applied to waiting. SFT predicts the effects of 'waiting alone' or 'waiting with others' on the waiting experience. As predicted, when the wait is long, waiting with others makes it less acceptable. Under these conditions, waiting times are also less accurately estimated. AT prescribes the conditions under which one shows preference to wait with others; a preference which proves to be stronger when one feels anxious or uncertain during the wait. These results imply that though customers may prefer to wait with others, the effects of group waiting can be detrimental to the acceptability judgment and interfere with the estimation of the waiting time duration. This has implications for the design of waiting rooms. http://repub.eur.nl/res/pub/12176/ 1998-01-01T00:00:00Z A major concern for service managers is to counteract negative effects of waiting. In this study, the effects of objective waiting time and waiting environment on satisfaction with the service were investigated. Two elements of the waiting environment were distinguished: the attractiveness of the waiting room and the presence of television (TV) as an explicit distracter. The mediating role of three subjective variables (perceived waiting time, acceptable waiting time and the (cognitive and affective) appraisal of the wait) was explored. Waiting appears to influence satisfaction quite strongly. The adverse effects of waiting can be soothed more effectively by improving the attractiveness of the waiting environment than by shortening the objective waiting time. Objective waiting time influences satisfaction mainly via a cognitive route: through perceived waiting time (in minutes) and the long/short judgment of the wait. Perceived attractiveness of the waiting environment operates mainly through affect, and thus serves as a mood inducer. The acceptable waiting time appears to be a critical point of reference, since surpassing it provokes strong affective responses. Although the presence of TV did not result in the expected effect of distraction, the tendency to watch it was found to be dependent on the length of the wait (and thus, boredom). http://repub.eur.nl/res/pub/12503/ 1996-01-01T00:00:00Z Using a framework that incorporates notions from economics and consumer behavior, this paper examines the similarities and differences with respect to consumers and marketing infrastructure in the countries of the European Union. The conclusion is that there are tremendous differences in income levels and income spending patterns among the countries of the European Union and also major differences with respect to consumer values and lifestyles. Furthermore, the distribution and retailing environments as well as the media, differ considerably from one country to the other. The perspective of completely standardized marketing strategies for the whole European Union is still far removed. If a consumer homogenization process is taking place at all, such a process is likely to be slow. Suppliers (i.e., manufacturers and retailers) adopting Euro-oriented marketing strategies will contribute more to the emergence of the `European Consumer' than the autonomous cultural homogenization process. http://repub.eur.nl/res/pub/18389/ 1993-01-01T00:00:00Z http://repub.eur.nl/res/pub/20522/ 1991-01-01T00:00:00Z Hoeveel en welke studenten zijn voorstander respectievelijk tegenstander van de OV-studentenkaart en waarom? Dit waren enkele van de vragen die, voorafgaand aan de invoering van de verplichte OV-kaart (januari 1991), zijn onderzocht in voorjaar 1989 bij een steekproef van 931 studerenden aan het MBO, HBO en WO. Als theoretisch kader bij de analyse van deze vragen is gebruik gemaakt van het onderscheid dat Abell maakt in klantengroepen, klantenfuncties en alternatieve techno1ogieën en van het Fishbein en Ajzen attitudemodel. Het bleek destijds dat de helft van de studerenden de kaart een onaantrekkelijk nieuw produkt vond. Deze tegenstanders haddeneen reis- en vervoersgedrag waardoor zij zeer weinig openbaar vervoerskosten maakten. Dit kwam ofwel omdat men weinig reisde (men woont dicht bij ouders en studieplek), ofwel omdat men wel veel reisde maar dit met eigen vervoer deed (autobezitters en meerijders, motor- of bromfiets). Beide groepen zouden er door de invoering van de kaart, bij ongewijzigd reis- en vervoersgedrag, financieel op achteruit gaan vanwege de korting op de basisbeurs. Compensatie van de financië1e achteruitgang door bet substitueren van eigen vervoer door openbaarvervoer werd problematisch geacht omdat men de bereikbaarheid van de reisdoelen met openbaar vervoer als slecht beoordeelde. Vergeleken met de tegenstanders reisden de voorstanders reeds veel met openbaar vervoer zodat zij financieel (vrijwel) quitte zouden spelen of er op vooruit zouden gaan. Uit de intenties tot verandering in reisgedrag bleek dat er vooral een toename van het reisgedrag met het openbaar vervoer te verwachten was in de daluren (bezoeken aan familie, vrienden, recreatiedoelene.d.) en niet in de spits. Als belangrijkste conclusie van de resultaten kan genoemd worden dat wanneer een niet-verplichte OV-kaart geïntroduceerd zou zijn tegen een hogere prijs dan de huidige korting op de basisbeurs, dit beter zou hebben gespoord met de wensen in de markt dan de huidige verplichte OV-kaart.