Twitter is a popular micro-blogging service on the Web, where people can enter short messages, which then become visible to some other users of the service. While the topics of these messages varies, there are a lot of messages where the users express their opinions about some companies or their products. These messages are a rich source of information for companies for sentiment analysis or op...

The purpose of the paper is to demonstrate, how a dynamic aging chain model can support strategic decisions in personnel planning. More specifically, we use a system dynamics model to improve the recruitment and training process in a large German service provider in the wider field of logistics. The key findings are that the aging chain of service operators within the company is affected by a v...

Companies that offer loyalty reward programs believe that their programs have a long-run positive effect on customer evaluations and behavior. However, if loyalty rewards programs increase relationship durations and usage levels, customers will be increasingly exposed to the complete spectrum of service experiences, including experiences that may cause customers to switch to another service pro...

Domestic cleaners lack bargaining power, which can prevent them from being in control of their work quality. The ‘service voucher system’ is expected to change the power position of domestics. This is expected because the system is formalized by the Belgian government and organized through a triangular employment relationship between the domestic, the service voucher company (the employer), and...