Research centres
International Relationship Management

International Relationship Management

Founded in 2008, the research centre for International Relationship Management (IRM) conducts research into the professional competencies and communication strategies that allow organizations to build productive and long-lasting relationships with their international stakeholders. By focusing on the impact of culture and communication, we explicitly address the ‘soft side’ of international business and service delivery.

Furthermore, our research is characterized by:

  • A strong focus on interactions: We believe that high-quality, meaningful interactions between organizations, employees and customers are crucial for building successful relationships, particularly in an international setting. Therefore, we aim to identify competencies and strategies that make a positive difference during these so-called ‘moments of truth’.

  • A long-term orientation: We are not interested in identifying quick wins or short-term solutions. Therefore, only competencies and strategies that yield beneficial results in the long run are considered in our research.

  • A multidisciplinary approach: Our team consists of experienced researchers from a variety of different disciplines, including - but not restricted to - business communication, political science, translation studies and organizational psychology. Therefore, we are able to take a multifaceted perspective on the topic of relationship management.

As a result of the increasing digitization of services, interactions between organizations and their stakeholders will change considerably over the next few years. Therefore, IRM is also involved in the Business Intelligence and Smart Services (BISS) Institute, where we investigate how high-quality interactions can be created with limited human intervention on behalf of the service provider. For more information about this or one of our other projects, please visit the Projects page.

  • Vision and mission

    Vision
    For organizations operating in an international context, the ability to develop productive and long-lasting relationships with customers, suppliers and other stakeholders is a crucial precondition for success. Therefore, many organizations are investing in IT systems for Customer Relationship Management (CRM) and Supplier Relationship Management (SRM). 

    Although such systems can be valuable, it is important not to lose sight of the human dimension. Collecting data is not sufficient for building successful relationships. Organizations that wish to create true intimacy with their stakeholders, should also pay attention to meaningful interactions, especially when these are relatively scarce due to the physical distance between the two parties. Consequently, intercultural, communicative and emotional competences are indispensable resources for professionals working in an international context.  

    By conducting research into the development of these competences and their impact on the quality of relationships, the research centre for International Relationship Management (IRM) aims to become an internationally recognized research group that develops relevant and up-to-date knowledge for students, professionals and companies with international ambitions.

    Mission
    IRM's mission is to generate knowledge about relationship management in an international context, with particular attention being paid to the role of cultural diversity and communication in the interactions between organizations, employees and customers. 
    As part of the Faculty of International Business and Communication at Zuyd, IRM aims to:

    • stimulate students to develop an inquisitive and relationship-oriented attitude
    • help lecturers refine their research and relationship management skills
    • strengthen internationally active companies by doing applied research and communicating relevant research findings to a wide audience
  • Education

    IRM contributes to the education at Zuyd in different ways. Besides offering courses on research methodology to staff and master students, we also allow bachelor students from different departments to participate in our research projects. Furthermore, some of our projects are explicitly aimed at delivering products that enhance student learning, such as the personal reports provided to participants of the Global Mind Monitor.

    Below, you can find some recent examples of IRM’s involvement in education:

    • In 2015-2016, we taught four day-long workshops on research methodology to 20 students enrolled in the master program Personal Leadership in Innovation and Change at Zuyd, as well as a semester course on linear regression and ANOVA to 2 lecturers from the Faculty of Commercial and Financial Management. A full overview of the courses we offer can be found in the following leaflet (in Dutch): pdf.
    • Every year, we offer students of European Studies the opportunity to pitch their research ideas to a group of experienced researchers working at IRM. In 2015-2016, four of these students subsequently wrote a bachelor thesis related to one of our research topics (either emotional contagion or storytelling).
    • In 2015-2016, we were involved in the re-development of the minor of International Relationship Management offered by the Hotel Management School Maastricht. The contents of the minor, which was renamed Creating Customer Delight, were strongly influenced by the ideas presented in Mark Pluymaekers’ inaugural lecture. Furthermore, four researchers working at IRM delivered guest lectures during the minor.

    Educators who are interested in collaborating with us to innovate their education are more than welcome to contact us: mark.pluymaekers@zuyd.nl

  • Publications

    A list of all popular IRM-publications and presentations is provided below. Other person or project related scholarly publications and presentations can be found with the respective IRM-member or project.

    News and media (in Dutch)

    • Begrip voor andere culturen, De Koppeling, February 2017 (pdf)
    • De mensen achter kennisontwikkeling in het communicatieonderwijs, Communicatie.magazine 7/8, July/August 2015 (pdf)
    • 'Global mind' helpt jongere, De Limburger, 3-5-2016 (pdf)
    • Dienstverlening aan gasten uit andere culturen, Meetings 28 (3), 2015 (pdf)
    • Sex sells maar woorden ook, De Limburger, 25-11-2014 (pdf)
    • Vooral jonge consumenten willen samenwerken om producten te verbeteren, Limburg onderneemt, March 2014 (link)
    • Bereidheid tot samenwerken afhankelijk van product, Limburg onderneemt, February 2014 (link)
    • Limburgse consument is duurzaam bezig, March 2013 (link)
    • Limburgse ondernemers ervaren duurzaamheid als welbegrepen eigenbelang, February 2013 (link)
    • Limburgse ondernemers ervaren duurzaamheid nog te zeer als kostenpost, Limburg onderneemt, January 2013 (link)
    • Sociale media in het Limburgse bedrijfsleven 1, 2012 (pdf)
    • Sociale media in het Limburgse bedrijfsleven 2, 2012 (pdf)
    • Sociale media in het Limburgse bedrijfsleven 3, 2012 (pdf)

    Annual reports (in Dutch)

    • Jaarverslag 2017-18 (pdf)
    • Jaarverslag 2016-17 (pdf)
    • Jaarverslag 2015-16 (pdf)
    • Jaarverslag 2014-15 (pdf)
    • Jaarverslag 2013 (pdf)
    • Jaarverslag 2012 (pdf)
    • Jaarverslag 2011 (pdf)
    • Jaarverslag 2010 (pdf)
    • Jaarverslag 2009 (pdf)

Projects

Most of our current research is linked to one of our main research programs: Global Minds and Message Design.

Global Minds 
Global Minds focuses on intercultural competence, which is defined as “the ability to communicate and behave effectively and appropriately in intercultural situations based on one’s intercultural knowledge, skills and attitudes” (Deardorff 2006, p. 184). Within the program, quantitative and qualitative tools are developed to monitor the development of intercultural competence in students and professionals.

  • Global Mind Monitor

    [Started in 2015]

    The Global Mind Monitor (GMM) is a tool that helps students and teachers to monitor the development of so-called international learning outcomes and the influence of activities that can be defined as ‘internationalisation at home’ (for instance, training or an international classroom) and ‘internationalisation abroad’ (a work placement, or exchange). The instrument allows repeated application (once per year/ pre/post work placement) and, as such, helps analysing the progress students make towards developing their internationalisation learning outcomes.

    The GMM can further be used to investigate the effect of educational interventions in relation to internationalisation learning outcomes, which in its turn - by benchmarking and comparison (i.e., by sharing evidence-based best practice) - will help to fine-tune the course content. The GMM is based on a literature study in the context of PhD research and has been refined by a team of 5 different Dutch Universities of Applied Sciences (all with a hotel school). Finally, the Market Research Agency RMI has helped to technically develop and house the instrument.

    The GMM research project aims to:

    • monitor how students develop their international competences, leading to international learning outcomes;
    • provide insight into the (relative) influence of  ‘internationalization at home’  and ‘internationalization abroad’ on these international learning outcomes;
    • show how international competences contribute to the employability of students in an international context;
    • benchmark  with other education institutes in the Netherlands and abroad who are less (or more) internationally oriented;
    • investigate the international competencies of graduates in relation to an (international) career.

    In education, the GMM aims to:

    • provide students with a user friendly toolkit to reflect on the development of their ‘Global Mind’, and enable them to integrate this in their portfolio and/or resume;
    • give the management of educational institutes insight into and advice about optimizing the curriculum in order to maximize the international learning outcomes and the international employability potential of their graduates.

    For further information, please contact ankie.hoefnagels@zuyd.nl

    Publication

    • Hoefnagels, A., Hoppenbrouwers, G., Odekerken, A. (2015). The Global Mind Check: to Enhance the Global Wiring of the Translation/ Interpreting Student. Presented at Duo Colloquium on “Translation and Meaning”,  Maastricht, the Netherlands, 2014.

    Presentations

    • March 2015: Zorgtotaal, Utrecht (the Netherlands): “Wereldburgers in de Zorg”
    • May 2015: The International Maastricht-Łódź Duo Colloquium on “Translation and Meaning”,  Maastricht (the Netherlands): “The Global Mind Check: to Enhance the Global Wiring of the Translation/ Interpreting Student”
    • March, 2016: The Loop, Maastricht (the Netherlands): “Developing Intercultural Competence with the Global Mind Monitor”
    • September 2016: Inspirational session on Internationalisation at Zuyd University of Applied Sciences, Maastricht (the Netherlands): “Development of students’ global mind: the Global Mind Monitor”
    Read more Read less
  • Global Mind blogs

    [Started in 2016]

    Internationalisation and Intercultural Competence (IC) are frequently considered to be key drivers of personal effectiveness in a globalized economy. At Hotel Management School Maastricht these concepts constitute the focal point of the online learning platform “Curious People”, conceived for young professionals in the hospitality industry. By writing reflective blogs on intercultural experiences, students bring their own experiences to the classroom, build a learning community and add meaning to the theoretical frameworks they have been taught. It empowers them to take charge of their learning and to share knowledge and insights with others, leading to a higher level of intercultural competence (IC) and creative thinking, amongst other typical 21st century skills.

    In this project we try to identify how students develop their intercultural competencies by means of reflective blogging. One approach is to investigate the linguistic markers of IC in these blogs, using discourse analysis and text mining as analytical frameworks. How can we discursively identify signs of stereotyping or over-generalizing language use? Can we pin down the linguistic elements referring to personal reflection, empathy, openness and flexibility? How do the students manifest social identity? Do they use paralinguistic features such as emoticons, capitals, etc. to compensate for the lack of face-to-face mimicry?

    The outcomes of this study will be useful: 

    1. to equip the students with tips and tricks to improve their online writing skills, as well as those typical 21st century skills such as IC
    2. to inform the lecturers how they can most effectively instruct students, provide feedback and customize their course content prior to the internship.

    For further information, please contact ankie.hoefnagels@zuyd.nl

    Publication

    • Hoefnagels, A., Schoenmakers, S. (In press). Developing the intercultural competence of 21st century learners with blogging during a work placement abroad. In D. Dekker, J.A. Oskam & K. Wiegerink (Eds.), Innovation in Hospitality Education: Anticipating the Educational Needs of a Changing Profession. Berlin. Germany: Springer Verlag

    Presentations

    • May, 2017: GABC, Antwerp (Belgium): “Can you pin down intercultural competence (IC) on the basis of students’ language use in groupblogs?”.
    • May 2017: SIETAR Europe, Dublin (Ireland); Barbara Piskur and Ankie Hoefnagels: “Two sides to every story: a qualitative study on web-blogging about intercultural experiences”.
    • May 2017: Educational Innovation in Economics and Business (EDiNEB), Utrecht (The Netherlands): “Curiosity crossing borders: A case of students blogging on international experiences”
    • March, 2017: The Loop, Maastricht (The Netherlands): “Pride and prejudice: How students write about intercultural experiences”.
    • March 2017: International Skills Inventory and Training Programme for Global Citizens (ISITPGC), Learning, Teaching and Training Event, Lecce (Italy): “Wiring the Global Mind, How can Educators Support?”.
    • November 2016: EAPRIL, Porto (Portugal): “Developing the intercultural competence of 21st century learners by reflective blogging”.
    • April 2016: HBO Jaarcongres, Rotterdam (the Netherlands): “Curious People Crossing Borders: Learning by Blogging”.
    Read more Read less

Message Design
In Message Design, the main goal is to discover which communication strategies are most effective when the relationship between an organization and its international stakeholders is at stake. The effectiveness of messages is investigated in a wide variety of professional domains and communicational contexts, ranging from face-to-face interactions between hotel receptionists and guests to online service interactions figuring human or non-human service agents. 

  • Emotional contagion (PhD)

    [Started in September 2012]

    This PhD project focuses on the question how emotional contagion affects consumers’ attitude and behavior in a social media environment. In this era consumers use social media for a number of different purposes. They, for instance, use social media to acquire information from a company, express their opinions regarding a company’s undertakings and, help their fellow consumers.  An essential component that leads people to respond to or share information on social media, is emotion. Emotions are particularly powerful because they can also be transferred rapidly from one person to another though a process called emotional contagion.   

    This project examines the occurrence and impact of emotional contagion from different angles. Not only does this project investigate the occurrence and consequences of emotional contagion from employee to consumer, but also from consumer to consumer and from consumer to employee.

    This research will add to the literature regarding emotional contagion, marketing and social media. In addition, it will provide information on how organizations can effectively use social media to positively influence consumers’ feelings and, in turn, their attitude and behavior with regards to their brand. 

    For further information, please contact svenja.widdershoven@zuyd.nl

    Publication

    • Sinclair, P., Pluymaekers, M., Widdershoven, S. & Zourrig, H. (2017). How Twitter challenged McDonald's Japan's 40-year honeymoon with its customers. Research Journal of the Institute for Public Relations, 3/2.

    Presentations

    • February 2016: AMA, Las Vegas (United States): “Emotional Contagion through the Use of Emoticons in Service Interactions via Twitter”
    Read more Read less
  • Customer interfaces (PhD)

    [Started in September 2016]

    This PhD project focuses on the question how relational outcomes such as trust and loyalty can be achieved in the context of a smart (data-driven) service, which tends to be delivered without the involvement of a service employee. 

    Recent developments in the field of Artificial Intelligence have made smart (data-driven) services, such as chatbots and service robots, smart enough to understand and act upon humans via text or speech interfaces. This makes smart services capable to replace humans on a range of tasks in areas such as customer service, providing benefits as reduced costs, enhanced experience and direct service. However, it has been shown that these services aren’t perceived as trustworthy as a human service employee. This is a concern because trust is crucial in the acceptance, use and reliance on new technologies and information disclosure, which is essential for smart data-driven services.

    This multidisciplinary project combines insights from information science, services marketing, user experience design and communication science to investigate factors that could be used to achieve relational outcomes such as trust and loyalty . Ultimately, it should lead not just to insights that are relevant to academia, but also to concrete tools and techniques that organizations can apply when developing smart services.

    This project is a collaboration between the IRM Research Centre at Zuyd and the newly-formed institute for Business Intelligence and Smart Services (BISS) in Heerlen.

    For further information, please contact michelle.vanpinxteren@zuyd.nl

    Presentation

    • 2016: ID Generation Workshop, Brightlands Smart Services Campus, Heerlen (The Netherlands): "Emotion Recognition Dashboards voor bedrijven"
  • Service recovery in the hospitality industry

    [Started in February 2013]

    Because services in the hospitality industry are produced and consumed at the same time, service failures are unavoidable. When such a failure occurs, the service provider must attempt a service recovery. Previous research has shown that during this attempt, both compensation and communication are important. Appropriate compensation enhances the perception of distributive justice on behalf of the customer, while communication increases perceptions of interactional justice. In practice though, the communication aspect of service recovery often gets neglected. Therefore, the aim of this project is to shed more light on the effects of different communication strategies that can be used during service recovery.

    Within this project, several studies have been carried out by fourth-year students of the Hotel Management School Maastricht as part of their graduation procedure. During their research, they have been supervised by researchers from the IRM Research Centre. Furthermore, a number of international industry partners have committed themselves to the project, providing students with the opportunity to gather data in an actual hotel environment and stimulating them to translate their findings into practical advice for the participating hotels.

    For further information, please contact mark.pluymaekers@zuyd.nl

    Publication

    • Pluymaekers, M., Brand, L., Edwards, A. (et al.). (2015). Adding power to empowerment: The importance of personalisation and interactional justice during service delivery and recovery. Proceedings of EuroChrie 2015. Manchester. (pdf)

    Presentations

    • June 2016: SERVSIG, Maastricht (The Netherlands): “Emotional competence, rapport and loyalty: The mediating role of service failure severity” (poster presentation)
    • October 2015: EuroChrie, Manchester (United Kingdom): “Adding power to empowerment: The importance of personalisation and interactional justice during service delivery and recovery”
    • March 2014: ABC International Symposium, Modena (Italy): “How to communicate an overbooking to a hotel guest”
       
    Read more Read less
  • Post editing machine translation

    [Started in February 2015]

    What is quality? This question has surfaced with new urgency in the translation industry. Whereas in the past the discussion revolved around the intrinsic quality of a translation/target text, attention has now gravitated toward the perceived quality of the text and the translation service as a whole. The main reason for this new take on translation is the computerisation of professional translation practices. The industry has come to terms with the fact that, although machine output is not on a par with human translations, it does seem to have received a societal seal of approval. The translation industry is now tangibly aware of the uses and usability of machine translation. As a consequence, perceived quality has taken centre stage: the fitness for purpose of the target text ultimately determines its quality.

    To get an advantage out of what seems to be a negative trend – as it is said to lower the quality threshold of translations and even to be a threat to the profession –, translation service providers offer new services like post-editing. Post-editing is a process that involves the amendment of machine output with the aim of achieving an acceptable target text. Post-editing allows for faster turnaround time, often leads to higher income, but it does go at the expense of text quality. In order to satisfy the needs of clients and maximise profits, it is crucial for translation professionals to get a good handle on the “acceptability” of post-edited machine translations.

    In our research, we seek to address the issue of acceptability by looking for answers to the following questions. Do translation service providers, clients and end users have the same idea of “fitness for purpose”? Does perceived translation quality or the lack of it rub off on the perceived competence of the translator? What image do end users have of the senders of post-edited machine translation?

    For further information, please contact gijs-walt.vanegdom@zuyd.nl

    Publications

    • Van Egdom, G-W. (2016). In Search of a Self. Empowerment at the Crossroads of Translation Ethics and Translation Didactics. In L. Bogucki & B. Lewandowska-Tomasczyk (Eds.), Translation and Meaning: New Series II, pp. 157-172. Berlin: Peter Lang.
    • Van Egdom, G-W. (2016). On 'General' and Specialized Texts in the Translation Training Programme: Conjectures, Asumptions, Refutations and Implications. In M. Thelen, G-W. Van Egdom & D. Verbeeck (Eds.), Translation and Meaning: New Series I, pp. 143-154. Berlin: Peter Lang.

    Presentations

    • January 2017: Vereniging voor Hogescholen, Maastricht (The Netherlands): "Hoe bruikbaar zijn machinevertalingen voor sentimentanalyse van Chinese reviews"
    • November 2016: 16th Annual Portsmouth Translation Conference, Portsmouth (England): "The Skills Lab: 25 years on"
    • Octobre 2016: Translating Europe Forum, Brussels (Belgium): "The Skills Lab as the ultimate playground"
    • Octobre 2016: T3L Congress Tradumatics, Translation, Technonoly and Localization, Barcelona (Spain): "The Quality of Post-Edited Machine Translation: What's it to you?"
    • Octobre 2016: Translation Europe Workshop / DGG European Commission, The Hague (the Netherlands): "Terminologie: scripties en stages in Nederland"
    • September 2016: EST Conference, Aarhus (Denmark): "Is full post-editing of machine translations always necessary? Evidence from translators' and end user' judgments"
    Read more Read less
  • Storytelling in advertising

    [Started in May 2015]

    How much things have changed! Nowadays we go to buy a kitchen appliance and discover that, out of fifty three, fifty one are rated by consumer reports as “Very Good” or “Excellent”. And as “Bad” or “Regular”? Not even one.

    So, besides the price, what is going to make us decide on which appliance to buy? That is what we would ask ourselves if we were the consumers. But if we were the company making a kitchen appliance, the perspective would be different: we would want to make our product stand apart from the rest.

    Storytelling predates language. Humans were telling stories to others before they could speak. Yet its use in advertisements is relatively recent. Nonetheless, some companies are catching up fast. They have discovered how powerful storytelling is to convey ideas, values and emotions. Think about it: these are the elements that create auras around brands.

    Nowadays, when all the specifications and the quality of products tend to be similar, an aura makes a difference. But with power comes the need to use intelligence and craft. Our research aims at discovering the best practices and the mistakes to avoid when using stories in advertisements. We want to be specific about how brands can potentiate their stories not only to connect with their customers, but also to convey to their employees what is expected from them. In other words, to let both consumers and employees know what the brand is about, and what its core values are.

    For further information, please contact luisalfredo.perezsalazar@zuyd.nl

    Presentations

    • March 2016: The Loop, Maastricht (The Netherlands): "Storytelling across borders"
  • Complete Communication Check-up (the 3C)

    [Started in September 2014]

    The Triple-C (or Complete Communication Check-up) is developed to help organizations optimize their written professional communication. The need for this tool can be explained by the growing complexity of the current communication context: more stakeholders can be reached through morecommunication channels, and at the same spend less time reading a written message. This calls for texts that tell the ‘corporate story’ in a consistent, correct and clear manner.

    Because many organizations do not have the required expertise for this, they hire communication agencies to write their newsletters, web texts or brochures, at the risk of increasing (rather than decreasing) inconsistencies due to the lack of an integrated and holistic approach. The 3C-scan overcomes this risk offering a systematic, scientifically sound analysis of existing texts and their context, that exposes the major points for improvement. These will be discussed in an advisory report that enables the organization to self-improve the quality of its texts. The learning effect created by the 3C-scan methodology offers a long-term solution for suboptimal written corporate communication.

    For further information, please contact hilde.hanegreefs@zuyd.nl

    Publications

    • Hanegreefs, H., Pluymaekers, M., Oderkerken, A. (et al.). (2016). The power of effective communication: How the corporate value of ‘hospitality’ can be promoted through intranet news items. Proceedings of EuroChrie 2016. Budapest. (pdf)

    Presentations

    • October 2016: EuroChrie, Budapest (Hungary): “The power of effective communication: How the corporate value of ‘hospitality’ can be promoted through intranet news items”
    • January 2016: ABC-Conference, Cape Town (South-Africa): “The Quick Scan: An empirical analysis of written professional communication”
    • May 2015: Why Linguistics Conference, Tartu (Estonia): “The Quick Scan: Tailor-made language advice for SMEs”
    Read more Read less
  • www.EUR.Friends

    W(orking) w(ith) w(eb). Eur(egional)/(opean). Friends
    The project partners focus on stimulating professional mobility (by promoting in-company placements for vocational trainees) and improving communication skills (language and intercultural skills) to raise cross-border mobility.  To achieve this result the partners will organize 720 cross-border in-company placements of vocational (mainly technical) students supported by an open source App; develop 9 e-learning modules on language and interculturalism designed to meet the needs SME’s, higher education students and job seekers; implementing a digital platform for all young people in the EMR. Cross-border cooperation is practiced to realize the in-company placements, coach cross-border students and to optimize the input for the 9 e-modules. Each module uses both the angle of the source region and the target region to learn about language and culture. More information (pdf)

Below you can find the finished projects. Visit the website to read more about INTERCCOM

  • Intercultural competence as an antecedent of relationship quality in the hotel industry (PhD)

    [September 2009 - December 2014]

    This dissertation investigates the effect of the intercultural competences of service employees on several service-related outcomes in the hotel sector. The delivery of service to a culturally diverse customer-base requires a Global Mindset, viz. a specific combination of (intercultural) knowledge, skills and attitude. The results of this dissertation convincingly show the positive effect of intercultural competence on a number of relevant outcomes for employees and customers operating in a culturally diverse environment.

    With a holistic approach four empirical studies have been conducted, addressing the perspective of the manager, the employee and the guest; the three main actors in the ‘service-profit chain’ (Heskett, Jones, et al., 1994).

    • The results of the manager study provide insight into the way that managers currently manage the service to culturally diverse customers.
    • The employee studies show that four out of five investigated intercultural competences (cultural  empathy, open-mindedness, emotional stability and social initiative) have a positive effect on the two types of extra-role behavior that is mediated considerably by work engagement.
    • Moreover, results of the second employee study show that three of the four investigated intercultural competences (cultural empathy,  emotional stability and social initiative) and the support of the supervisor are important drivers of job satisfaction, affective commitment to the organization and the intention to stay with the organization. This effect is mediated to an important extent by work engagement. Also, the negative effect of emotional labor is reduced when the intercultural competences of the employee are high.
    • Finally, the guest experiment shows that the employee’s intercultural competence has a substantial effect on both the cognitive and the affective evaluation of the service encounter by the customer. Moreover, it even enhances the positive effect the employee’s technical competence may have on the service encounter.

    The results are an addition to existing research in the domains of international organisational behaviour and service management. They prove that hospitality organisations would do well to address the management of intercultural service encounters more explicitly.

    For further information, please contact ankie.hoefnagels@zuyd.nl

  • Export performance

    [Started in February 2009]

    This project investigated the effects of entrepreneurial characteristics such as innovativeness, proactiveness, cultural sensitivity, relational competence, and linguistic competence on the export performance of internationally active firms from the Limburg region. The goal was to identify strategies for improving the export performance of regional entrepreneurs with international ambitions.

    For further information, please contact jose.bloemer@zuyd.nl

    Publications

    • Bloemer, J., Pluymaekers, M. & Odekerken, A. (2013). Trust and affective commitment as energizing forces for export performance. International Business Review 22, 363-380. (pdf)
    • Bloemer, J., Pluymaekers, M. & Odekerken, A. (2013). The impact of communicative competence on export performance: A relationship management approach. In: M. Thelen & B. Lewandowska-Tomaszczyk (Eds.), Translation and Meaning Part 9, 167-176. Maastricht: Universitaire Pers Maastricht. (pdf)

    Presentation

    • December 2011: EIBA, Bucharest (Romania): “Trust and affective commitment as energizing forces for export performance”
  • Supply chain collaboration

    [September 2012 - September 2014]

    The project looked into the effects of trust on collaboration within supply chains. Supervised by project leader Victor Verboeket, 4th-year students of the International Business program at Zuyd conducted qualitative interviews with supply chain and logistics managers in the Limburg region.

    For further information, please contact victor.verboeket@zuyd.nl

    Presentations

    • June 2014: ELC Limburg, Roermond (The Netherlands): “Vertrouwen in supply chain management”
  • Limburgs Peil

    [January 2012 - March 2014]

    Limburgs Peil was a quarterly economic barometer that monitored the state of the economy in Limburg on the basis of a poll among entrepreneurs and consumers. Every year, the IRM research centre had the opportunity to add survey questions about a particular theme to the poll conducted in December. The answers to these questions were subsequently analyzed and reported in articles published by the regional newspaper De Limburger. Below, you can find an overview of these publications (all in Dutch).

    For further information, please contact mark.pluymaekers@zuyd.nl

    Publications

    • Odekerken, Bloemer, Verboeket & Neghina (2014). Vooral jonge consumenten willen samenwerken om producten te verbeteren. Limburg Onderneemt Maart 2014. (link)
    • Bloemer, Verboeket, Odekerken & Neghina (2014). Bereidheid tot samenwerken afhankelijk van product. Limburg Onderneemt Februari 2014. (link)
    • Bloemer, Odekerken, Verboeket et al. (2013). Limburgse consument is duurzaam bezig. Limburg Onderneemt Maart 2013. (link)
    • Keizer & Bloemer (2013). Limburgse ondernemers ervaren duurzaamheid als welbegrepen eigenbelang. Limburg Onderneemt Februari 2013. (link)
    • Bloemer & Keizer (2013). Limburgse ondernemers ervaren duurzaamheid nog te zeer als kostenpost. Limburg Onderneemt Januari 2013. (link)
    • Heine, Keizer, Widdershoven et al. (2012). Sociale media in het Limburgse bedrijfsleven: Leveren sociale media mij voldoende op? Limburg Onderneemt Maart 2012. (pdf)
    • Widdershoven, Pluymaekers, Bloemer et al. (2012). Sociale media in het Limburgse bedrijfsleven: face-to-face contact heeft nog altijd de voorkeur. Limburg Onderneemt Februari 2012. (pdf)
    • Widdershoven, Pluymaekers, Bloemer et al. (2012). Sociale media in het Limburgse bedrijfsleven: wel gebruikt, maar nog niet optimaal benut. Limburg Onderneemt Januari 2012. (pdf)

Inaugural speech

Mark Pluymaekers presented his inaugural speech 'Initmacy across borders. New competencies and strategies for international relationship management' on 9 October 2015.

Read the inaugural speech

About the lector and the team

Click on the names to read more about the lector en the researchers, with the exception of Barbara Piskur. 

  • Mark Pluymaekers - Lector

    Mark Pluymaekers holds a PhD in Linguistics from Radboud University Nijmegen (2007). In September 2014, he succeeded José Bloemer as professor of International Relationship Management at Zuyd. His research interests include professional communication skills and message strategies, particularly in the context of international business and international service delivery.

    Strong relationships are based on great conversations

    His scientific work has been published in journals such as PhoneticaJournal of the Acoustical Society of America and International Business Review. In 2011, his textbook on presentation skills for students in higher education (Overtuigend Presenteren) was published by Coutinho.

    Contact
    mark.pluymaekers@zuyd.nl  
    +31 (0)43 346 64 45

    Education

    • PhD in Linguistics, Radboud University Nijmegen (2007)
    • Master in Discourse Studies, Tilburg University (2003)
    • Bachelor in Oriental Languages and Communication, Zuyd University of Applied Sciences (2001)
    • TeacherTraining (2008)

    Career

    • Since 2016: Affiliated Researcher, Business Intelligence and Smart Services (BISS) Institute
    • Since 2014: Professor, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2009: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2006: Lecturer in Communication and Research Skills, Zuyd University of Applied Sciences
    • 2003-2006: Junior Researcher, Radboud University Nijmegen
       

    Publications

    • Pluymaekers, M. (2011). Overtuigend presenteren. Bussum: Coutinho.
    • Bloemer, J. M. Pluymaekers and A. Odekerken, Trust and commitment as energizing forces for export performance. EIBA, 2011, Bukarest, December 8-10.
    • Bloemer, J.M. M., A. Odekerken, M. Pluymaekers and H. Kasper, How relationship management and relationship quality impact export performance. Global Marketing Conference, Tokyo, 9-12 September 2010.
    • Pluymaekers, M., Ernestus, M., Booij, G.E. en Baayen, R.H. (2010) Morphological effects on fine phonetic detail: The case of Dutch -igheid. In C. Fougeron, B. Kühnert, M. D'Imperio & N. Vallée (Eds.), Laboratory Phonology 10 (pp. 511-531). Berlin: De Gruyter Mouton.
    • Pluymaekers, M. (2007). Affix reduction in spoken Dutch: Probabilistic effects in production and perception. Proefschrift Radboud Universiteit Nijmegen.
    • Kuperman, V., Pluymaekers, M., Ernestus, M. en Baayen R.H. (2007). Morphological redundancy and the acoustic salience of interfixes in Dutch compounds. Journal of the Acoustical Society of America 121, p. 2261-2271.
    • Pluymaekers, M., Ernestus, M. en Baayen, R.H. (2006). Effects of word frequency on the acoustic durations of affixes. Proceedings of Interspeech 2006, p. 953-956.
    • Pluymaekers, M. (2005). Ethische aspecten bij selectieve perceptie in de wetenschap. Filosofie 15, p. 61-64.
    • Pluymaekers, M., Ernestus, M. en Baayen, R.H. (2005a). Lexical frequency and acoustic reduction in spoken Dutch. Journal of the Acoustical Society of America 118, p. 2561-2569.
    • Pluymaekers, M., Ernestus, M. en Baayen, R.H. (2005b). Articulatory planning is continuous and sensitive to informational redundancy. Phonetica 62, p. 146-159.
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  • Leila Medjadji - Management Assistent

    Leila Medjadji completed her education (Hotel Management) at Institute Notenboom in 1997, Maastricht. After working for 17 years in various positions in the hospitality industry she turned over a new leaf. 

    Always be nice to secretaries. They are the real gatekeepers in the world

    What initially started as a temporary part-time position at Zuyd in Sittard, turned into a full-time position as a management assistant at the Faculty of International Business and Communication in Maastricht. Since 2014 she is the ever happy and creative help and support of all team members at the IRM Research Centre.

    A few of her many tasks are organizing and attending meetings, arranging travel, visas and accommodation, devising and maintaining office systems, including data management and filing, and relieve lecturers in administrative duties.

    Contact 
    leila.medjadji@zuyd.nl
    +31 (0)43 346 64 38

    Career

    • Since 2014: Management Assistant, IRM Research Centre
    • 2013: Management Assistant, Zuyd University of Applied Sciences (Faculty of International Business and Communication)
    • 2012-2013: Secretary, Zuyd University of Applied Sciences (Masters of Architecture & People and Business Management)
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  • José Bloemer - Professor (Co-lector)

    José Bloemer is full professor of Management, more specifically in Market Analysis and Relationship Management at the Radboud University in Nijmegen. As a professor in Marketing she is interested in all different aspects of international relationship management such as the role of quality, satisfaction, trust, commitment, loyalty, engagement, well-being, cross cultural communication and competences.

    She has many national and international publications in for instance Journal of Service Research, Journal of Service Management, International Journal of Research in Marketing, Journal of Business Research and Journal of Economic Psychology. She is a member of the editorial board of  Journal of Service Research and International Journal of Bank Marketing.

    Education

    • PhD in Marketing, Rijskuniversiteit Limburg (1993) 
    • MSc Doctoral Psychology, Katholieke Universiteit Brabant (1986)

    Contact
    jose.bloemer@zuyd.nl 
    +31 (0)43 346 64 38

    Career

    • Since 2008: Professor of International Relationship Management, Zuyd University of Applied Sciences
    • 2006-2009: Professor of (International) Management ad interim, Radboud University Nijmegen
    • Since 2002: Professor of Management (Market Analyses and Relationship Management), Radboud University Nijmegen
    • 2000-2002: Professor of Marketing and Market Research, Hasselt University
    • 1996-2002: Director MBA-programs, Hasselt University
    • 1995-1999: Associate Professor of Marketing and Market Research, Hasselt University
    • 1993-1995: Assistant Professor of Marketing and Market Research, Emerson College Boston (Maastricht)
    • 1987-1994: Assistant professor of Marketing and Market Research, Maastricht University
    • 1986-1987: Researcher, University of Tilburg

    Publications

    • Bloemer, J. M. Pluymaekers and A. Odekerken, Trust and commitment as energizing forces for export performance. EIBA, 2011, Bukarest, December 8–10.
    • Dun, van, Z., J.Bloemer and J. Henseler, Perceived Customer Contact Center Quality: Conceptual Foundation and Scale Development. The Service Industries Journal, 2011, 31 (7) p. 1347–1363.
    • Hofenk, D., B. Hillebrand, M. van Birgelen en J. Bloemer, Hoe beïnvloeden loyaliteitsprogramma’s klantloyaliteit? Jaarboek voor de Vereniging van Marktonderzoekers, 2011, p. 133-148.
    • Janzen, K., B. Hillebrand, G.W. Ziggers, P. Driessen and J. Bloemer. An explorative study on what network governance in innovation networks entails: Towards a typology. Paper presented at the 5th European Forum (Igls-Forum) on System Dynamics and Innovation in Food Networks, Innsbruck, Austria, February 2011, 14-18.
    • Janzen, K., B. Hillebrand, G.W. Ziggers, P. Driessen and J. Bloemer. An explorative study on what network governance entails: Towards a behavioural taxonomy. 27th EGOS Colloquium, Gothenburg, Sweden, July 7-9 2011.
    • Joosten, H., J.M.M. Bloemer and B. Hillebrand, Power to the consumer: control beliefs as drivers of service satisfaction. EMAC 2011, Ljublijana, May 24–27, Proceedings p. 160.
    • Zhang, J. and J.M.M. Bloemer, Impact of value congruence on affective commitment: examining the moderating effects. Journal of Service Management, 2011, 22 (2), p. 160–182. 
    • Bloemer, J. The impact of communicative competence on export performance: a relationship management approach. Paper presented at the Congres Translation and Meaning 19–21 May 2010 Hogeschool Zuyd Maastricht
    • Kasper, H. and J. Bloemer, Consumer decision making styles as a moderator in the relationship between technology readiness, perceived value and the use of internet banking. Journal of Chinese Marketing, forthcoming. 
    • Bloemer, J.M.M. The psychological antecedents of employee referrals. The International Journal of Human Resource Management, forthcoming. 
    • Bloemer, J.M.M., Z. van Dun and P. Ligthart, Complaining through the internet: determinants of after complaint satisfaction and its impact on loyalty in the telecommunication industry. Journal of Chinese Marketing, forthcoming.
    • Zhang, J. and J.M.M. Bloemer, The impact of value congruence on consumer – service brand relationships. Journal of Services Research, 2008, 11.2, p 161-179. 
    • Bloemer, J.M.M., K. Brijs and J.D.P. Kasper, The CoO-ELM model: a theoretical framework for the cognitive processes underlying country of origin effects. European Journal of Marketing, 2008, forthcoming.
    • Birgelen, van, M.J.H., F. Groven, J. Semeijn and J.M.M. Bloemer, Wat is de invloed van het volume van achtergrondmuziek op de emoties, het denken en het gedrag van werknemers? In: Bronner, Dekker, Hoekstra, de Leeuw, van Raaij, de Ruijter en Smidts (eds.). Recente ontwikkelingen in het marktonderzoek: Jaarboek 2008 van de MarktOnderzoeksAssociatie. Haarlem, de Vrieseborch, 2008, p. 227–247.
    • Jurg, W., J. Bloemer, H. Doorewaard, E. Peelen and R. Simons, Systems constellations: a better way to identity branding opportunities? Journal of Brand Management, 2007, forthcoming.
    • Jurg, W., J. Bloemer and R. Simons, Ga eens buiten de lijnen kleuren: uitwerking van een nieuwe kwalitatieve techniek om merkvraagstukken te identificeren. Jaarboek van de Nederlandse Vereniging voor Marktonderzoekers, 2007, p. 223-253. 
    • Bloemer, J.M.M. and G. Odekerken-Schroder, The psychological antecedentes of enduring customer relationships: an empirical study in a bank setting. Journal of Relationship Marketing, 2007, 6, p 21-43. 
    • Bloemer, J.M.M. and D. Dekker, Effects of Values on Customer Satisfaction: An Empirical Test of the Value-Percept and Expectation-Disconfirmation Model. International Journal of Bank Marketing, 2007, 5, p. 276 - 291. 
    • Bloemer, J.M.M. and G. J. Odekerken-Schroder, The role of employee relationship proneness in creating employee loyalty. International Journal of Bank Marketing, 2006, 4, p. 252–265.
    • Odekerken-Schroder, G.J. and J.M.M. Bloemer, Constraints and dedication as drivers for relationship commitment: an empirical study in a health-care context. Journal of Relationship Marketing, 2004, 3, p. 35-53. 
    • Bloemer, J.M.M., G.J. Odekerken-Schroder and L. Kestens, The impact of need for social affiliation and consumer relationship proneness on behavioral intentions: an empirical study in a hairdresser’s context. Journal of Retailing and Consumer Services, 2003, p. 231-240. 
    • Bloemer, J.M.M. and G. Odekerken-Schroder, The antedecents and consequences of affective, normative and calculative commitment. Australasian Marketing Journal, 2003, 33-43. 
    • Bloemer, J.M.M., W. Jurg and H. Doorewaard, Het merk en zijn marketeer op de sofa. Tijdschrift voor Marketing, juni 2003. 
    • Bloemer, J.M.M., T. Brijs, G.Swinnen and K. Vanhoof, Comparing complete and partial classification techniques for identifying customers at risk. International Journal of Research in Marketing, 2003, 20 (2), p. 117-132. 
    • Bloemer, J.M.M. and G. Odekerken-Schroder, Store satisfaction and store loyalty explained by customer- and store related factors. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2002, p. 68-80.
    • Peters, K. and Bloemer, J.M.M., Merkenbeleid, ook een key succes factor in high-tech markten? Tijdschrift voor Marketing, juni 2001, p. 22-27. 
    • Bloemer, J.M.M. and K. de Ruyter, The impact of attitude strength on the acceptance of green services. Journal of Retailing and Consumer Services, 2001, p. 45-52. 
    • Bloemer, J.M.M. and G. J. Odekerken-Schroder, Hoe het imago van de winkel en de relatiegeneigdheid van de consument winkeltrouw bevorderen. Maandblad voor Accountacy en Bedrijfseconomie, 2001, p. 336–344. 
    • Bloemer, J., T. Brijs, G. Swinnen and K. Vanhoof, Identifying latently dissatisfied customers and avoiding them to leave. The International Journal of Bank Marketing, 2001 , p. 27-37. 
    • Bloemer, J.M.M. and K. de Ruyter, Customer loyalty in high and low involvement settings: the moderating impact of positive emotions. Journal of Marketing Management, 1999, p. 315-330.
    • Ruyter, de, K, J.M.M. Bloemer and M.G.M. Wetzels, On the relationship between perceived service quality, service loyalty and switching costs. International Journal of Service Industry Management, 9, 1998, p. 436-454.
    • Ruyter, de, K. and J.M.M. Bloemer, Customer loyalty in extended service settings: the interaction between satisfaction, value attainment and positive mood. International Journal of Services Industry Management, 1998, p. 321-336. 
    • Bloemer, J.M.M., K. Vanhoof and K. Pauwels, Satisfaction and loyalty in a machine learning context. Advances in Consumer Research, Hong Kong, 1998, p. 138-146. 
    • Bloemer, J.M.M., de Ruyter, J.C. and M.G.M. Wetzels, Linking perceived service quality and behavioral intentions: a multi-dimensional perspective using structural equation modelling, European Journal of Marketing, 1998, p. 1082-1106. 
    • Bloemer, J.M.M., K. de Ruyter and P. Peeters, On the relationship between financial institutions image, quality, satisfaction and loyalty. International Journal of Bank Marke¬ting, 1998, p. 276-286. 
    • Bloemer, J.M.M. and K. Pauwels, Explaining brand loyalty, dealer sales loyalty and dealer after-sales loyalty: the influence of satisfaction with the car, satisfaction with the sales service and satisfaction with the after-sales service. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavi¬or, 1998, p. 78-90.
    • Ruyter, J.C. de and Bloemer, J.M.M. Evaluating health care service quality: the moderat¬ing role of knowledge. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1997, p. 43-50.
    • Ruyter, de K. and J.M.M. Bloemer, Merging service quality and service satisfacti¬on: an empirical test of an integrative model. Journal of Economic Psychology, 18, 1997, p. 387-406. 
    • Bloemer, J.M.M., K. de Ruyter and M. Wetzels, Customer loyalty in a service setting. Advances in Consumer Research, Stockholm, 1997, p. 162-169. 
    • Bloemer, J.M.M. and K. de Ruyter, On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing, 1997, p. 499-513.
    • Bloemer, J.M.M., Brand choice commitment and involvement. Advances in Consumer Research, Stockholm, 1997, p. 21-31. 
    • Bloemer, J.M.M., Loyalty and satisfaction. International Journal of Research in Marketing, 1996, p. 295. 
    • Bloemer, J.M.M. and J.D.P. Kasper, The complex relati¬onship between consumer satisfac¬tion and brand loyalty. Journal of Economic Psychology, 1995, p. 311-329. 
    • Bloemer, J.M.M. and K. de Ruyter, Integrating service quality and satisfaction: pain in the neck or marketing oppor¬tunity? Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 1995, p. 44-52.
    • Bloemer, J.M.M., Loyaliteit en tevredenheid; een studie naar de relatie tussen merktrouw en consumententevredenheid, Datawyse, Maastricht, 1993 (proefschrift). 
    • Bloemer, J.M.M., Ware merktrouw en tevredenheid, Tijdschrift voor Marketing, dec. 1993, p. 38-41. 
    • Bloemer, J.M.M. and J.G.A.M. Lemmink, The importance of customer satisfaction in explaining brand and dealer loyalty. Journal of Marketing Management, 8, 1992, p. 351-364. 
    • Bloemer, J.M.M., Problemen met tevredenheid? Tijdschrift voor Marketing, juli/aug 1991, p. 8-15. 
    • Bloemer, J.M.M., Herhalingsaankopen en merkentrouw. Tijdschrift voor Marketing, dec. 1990, p. 96-100. 
    • Bloemer, J.M.M., J.D.P. Kasper and J.G.A.M. Lemmink, The relationship between overall dealer satisfaction, satisfaction with the attributes of dealer service, intended dealer loyalty and intended brand loyalty; a Dutch automobile case. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 3, 1990, p. 42-47.
    • Bloemer, J.M.M. and Th.B.C. Poiesz, The illusion of consumer satisfcation. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1989. p. 43-48. 
    • Bloemer, J.M.M. and Th.B.C. Poiesz, The illusion of consumer satisfcation. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2, 1989. p. 43-48.
    • Kasper, H., J. Bloemer, G. Hooley and G. Greenley, The complex relationship between market orientation and financial and nonfinancial performance indicators: a multi country study among services companies. Proceedings of Quis 10 conference, Orlando, June 14-17, 2007, p.197.
    • Kasper, H. , J. Bloemer, G. Greenley, G. Hooley, S. Matear, Generic strategies and market positions as moderators in the relationship between market orientation and (non-) financial performance of service firms: evidence from the UK, Australia, New Zealand, Ireland and Austria. Frontiers in Services, June 29-July 2, 2006 Brisbain, Australia.
    • Kasper, H., J. Bloemer and S. Matear, Generic strategies and market positions as moderators in the relationship between market orientation and (non)financial performance; evidence from the UK, Australia, New Zealand, Ireland and Austria. Emac, May 23-26, 2006, Athens, Greece, p. 244.
    • Brijs, K., J. Bloemer and H. Kasper, Country images: do they really matter? Critical reflections and empirical evidence rehabilitating the importance and understandig of country-of-origin effects. Emac, May 23-26, 2006, Athens, Greece.
    • Kasper, J.D.P., J.M.M. Bloemer and S. Metear, Market positions and the relationship between market orientation and (non-) financial performance: the Dutch case. Emac, May 24-27, Milaan, Italy, p.193.
    • Kasper, H., J. Bloemer, K. Kyriakopoulos, The impact of marketing assests and capabilities on competitive advantage and performance in service companies. Quis9 International Research Symposium on Service Excellence in Management, Karlstad, Sweden, June 15-18, 2004.
    • Steffenhagen, H. , J.M.M. Bloemer and J.D.P. Kasper, A new approach in country of origin effects: a new comprehensive theoretical framework and an agenda for future research. Arbeitsbericht 01-07, Rheinisch-Westfaelische Hochschule, Aachen, June, 2001, p. 32.
    • Kasper, J.D.P. and J.M.M. Bloemer, Succesful service start-ups in business to business services. Proceedings of the Quis 7 conference, Karlstad, Sweden, June 2000.
    • Kasper, J.D.P. and J.M.M. Bloemer, Service quality, corporate culture and marketorientation, Proceedings QUIS-conference, Newark, 1998.
    • Kasper, J.D.P. and J.M.M. Bloemer, Cultural closeness and its impact on internationalization strategies. Proceedings of the EMAC-conference, Boedapest, Hongary, May, 1996, p. 1805-1816.
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  • Joris Boonen - Researcher Global Minds

    Joris Boonen holds a PhD in Social Sciences (2016, University of Leuven) a Master in Political Science (KU Leuven) and a Master in Journalism (EhB). During his PhD, he studied the development of social attitudes and political preferences among young citizens, with a strong focus on large-scale longitudinal survey research.

    From his background in social sciences and communication, Joris has developed a strong interest in research on the development of attitudes and competences among students in a changing, international environment. In that respect, he is currently – among others – involved in the Global Minds program of the research centre.

    Education

    • PhD in Social Sciences, KULeuven (2016) 
    • Master in Journalism, Erasmushogeschool Brussel/VUB (2010) 
    • Master in International and Comparative Politics, KU Leuven (2009) 
    • Bachelor in Social and Political Sciences, KU Leuven (2008)

    Contact
    joris.boonen@zuyd.nl
    +31 (0)43 346 64 83

    Career

    • Since 2016: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2015: Lecturer in research methods, Zuyd University of Applied Sciences (Oriental Languages & Communication, European Studies)
    • Since 2016: Guest lecturer in Political Science, University of Leuven (Undergraduate program in Social Sciences)
    • Since 2010: Freelance journalist, Mediahuis (press consortium of regional and national newspapers in Flanders)
    • 2015: Visiting PhD Student, University of Colorado, Boulder (Colorado European Union Center of Excellence, Political Science Department)
    • 2013-2016: Teaching Assistant, KU Leuven (Centre for Political Research)
    • 2011-2016: PhD Student, KU Leuven (Centre for Political Research)
    • 2010-2011:  Coypwriter and editor, Coruyt Group (Halle)
    • 2010-2010: Researcher in strategic communication, Groep C (Hasselt)

    Publications

    • Boonen, J., Quintelier, E., Hooghe, M. (2016). The Difference Between Self-Reported and Perceived Survey Measures and the Implications for Political Socialization Research. Political Science Research and Methods, forthcoming.
    • Hooghe, M., Boonen, J. (2015). The Intergenerational Transmission of Voting Intentions in a Multiparty Setting: An Analysis of Voting Intentions and Political Discussion Among 15-year Old Adolescents and their Parents in Belgium. Youth & Society, 47 (1), 125-147.
    • Boonen, J. (2015). The Development of Stable Party Preferences: Explaining Individual-Level Stability Among Adolescents in Belgium. Young: the Nordic Journal of Youth Research, 4 (23), 315-335.
    • Boonen, J. (2015). Political Equality Within the Household? The Political Role and Influence of Mothers and Fathers in a Multi-Party Setting. International Political Science Review, forthcoming.
    • Boonen, J., Meeusen, C., Quintelier, E. (2014). The link between social attitudes and voting propensities: Attitude-vote consistency among adolescents in Belgium. Electoral Studies, 36 (4), 81-93.
    • Boonen, J., Hooghe, M. (2014). Do Nationalist Parties Shape or Follow Sub-National Identities? A Panel Analysis on the Rise of the Nationalist Party in the Flemish Region of Belgium, 2006-2011. Nations and Nationalism, 20 (1), 56-79.
    • Boonen, J., Hooghe, M. (2013). Politieke preferenties, breuklijnen en houdingen ten opzichte van politieke partijen. Een studie bij kiezers in Vlaanderen en Wallonië. Res Publica: Tijdschrift voor Politologie, 55 (2), 177-208.
    • Hooghe, M., Boonen, J. (2016). Youth engagement in politics: generational differences and participation inequalities. In: Thijssen P., Siongers J., Haers J., Van Laer J., Mels S. (Eds.), Political Engagement of the Young in Europe, Chapt. 1. Abingdon / New York: Routledge, 13-28.
    • Boonen, J., Hooghe, M. (sup.), Quintelier, E. (cosup.) (2016). Political learning in adolescence: the development of party preferences in a multiparty setting, 304 pp. (doctoral dissertation)
    • Meeusen, C., Hooghe, M., Boonen, J., Verhaegen, S., Quintelier, E., Smets, A. (2013). De politieke en sociale houdingen van 16-jarige jongeren in 2013: Een eerste portret, 23 pp. Leuven, Belgium: Centrum voor Politicologie.
    • Hooghe, M., Boonen, J. (2014). De evolutie van het ledenaantal van politieke partijen in Vlaanderen, 1970-2014. Leuven: Centre for Citizenship and Democracy.
    • Hooghe, M., Quintelier, E., Meeusen, C., Verhaegen, S., Boonen, J., Smets, A. (2013). Parent-Child Socialization Study (PCSS) 2012 -2013 - Technical Report Panel Survey, 50 pp. Leuven: Centre for Political Sciences.
    • Hooghe, M., Quintelier, E., Verhaegen, S., Boonen, J., Meeusen, C. (2012). Parent-Child Socialization Study (PCSS) 2012 - Technical Report, 57 pp. Leuven: Centre for Political Sciences, KU Leuven.
    • Boonen, J., Hooghe, M., Meeusen, C., Quintelier, E., Verhaegen, S. (2012). Jeugdonderzoek 2012: een eerste portret van de politieke en sociale overtuigingen van veertienjarige Vlaamse jongeren, 34 pp. Leuven: Centrum voor Politicologie.
    • Boonen, J. (2016). Rood nest, rode kuikens: Vooral ouders bepalen politieke voorkeur Vlaamse adolescenten, De Standaard, 22 juni 2016, p. 10-11.
    • Boonen, J., Falk Pedersen, E., Hooghe, M. (2014). The complexity of a party system does not affect the ideological compatibility of voters and political parties, Democratic Audit UK (LSE) (link)
    • Meeusen, C., Boonen, J. (2013). Zestienjarigen kunnen stemmen : de belangrijkste uitdaging blijft om jongeren niet alleen politieke kennis, maar ook betrokkenheid bij te brengen. De Morgen, 13 augustus 2013, p. 31.
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  • Gys-Walt van Egdom - Researcher Message Design

    Sometimes translation is the longest distance between two people

    Gys-Walt van Egdom holds a master’s degree in Linguistics and Literary Studies (2015, Vrije Universiteit Brussel). In his research for International Relationship Management, he deals centrally with the quality of post-edited machine translations (PeMT). Without a shred of conservatism or absolutism, he tries to observe translation quality from unexpected angles. 

    The goal of his research is threefold:

    1. reducing existing quality gaps in translation services by sensitising the translation community to the existence of these gaps;
    2. setting the translation community into dialogue with clients as well as end users with a view to creating a frame of reference that allows all parties to benefit from knowledge obtained through IRM-research;
    3. elevating PE to a place of prominence in our own curriculum, with a set of benchmark scales for Pe-competence.

    Education

    • PhD in Linguistics and Literary studies (2015), Vrije Universiteit Brussel
    • Master in Translation, KULeuven (2009)
    • Bachelor in Applied Languages, KULeuven (2008) 
    • Propaedeutic Diploma History (2004)

    Contact
    gijs-walt.vanegdom@zuyd.nl
    +31 (0)43 346 66 44

    Career

    • Since 2015: Researcher, Zuyd University of Applied Sciences (International Relationship Management)
    • Since 2015: Researcher, Vrije Universiteit Brussel (Research Centre for Literature in Translation & Centre for Literary and Intermedial Crossing)
    • Since 2014: Lecturer, Zuyd University of Applied Sciences (Vertaalacademie, Research Centre for Applied Translation Studies)
    • 2012-2015: PhD Candidate, Vrije Universiteit Brussel
    • 2011-2012: Researcher, Vrije Universiteit Brussel (Brussels Institute for Journalism Studies)
    • 2010-2012: Researcher, Erasmus University College (Research Centre for Literary Translation)

    Presentations
    2016

    • II Congrés Internacional T3L: tradumàtica, tecnologies de la traducció i localització, Barcelona (Spain), “The quality of post-edited machine translation: what's it to you?” (link)
    • EST-Congress, Arhus (Denmark): “Is full post-editing of machine translations always necessary? Evidence from translators' judgement”
    • GentVertaalt, Ghent (Belgium): “Mind the gap: vertaling als dienstverlening in de 21e eeuw”

    2015

    • New perspectives in assessment in translation training, London (England): “Getting Real. Interpreting practice-based assessment of post-edited machine Translation as a means to redesigning curricular content”
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  • Hilde Hanegreefs - Researcher Message Design & Global Minds

    Hilde Hanegreefs got her PhD in Spanish Linguistics at the University of Leuven (2008). Her linguistic and economical background explains her interest in business communication and, more specifically, in promoting language as a means to smoothen organizational changes and achieve organizational goals.

    Every good relationship starts with good communication

    Hilde is currently developing the Triple-C (3C or ‘Complete Communication Check-up’), an audit tool to help organizations optimize their written professional communication [Message Design]. She is also investigating online language use of students blogging about their intercultural experiences abroad [Global Minds].

    Education

    • PhD in Spanish Linguistics, KULeuven (2008) 
    • Master in Business Economics, KULeuven (2002) 
    • Master in Romance Languages, KULeuven (2000)
    • Teacher Training, KULeuven (2000)

    Career

    • Since 2014: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2013: Lecturer, Hotel Management School Maastricht
    • Since 2008: Research Fellow, KULeuven (Research Unit Cognitive and Functional Linguistics: Grammar and Typology)
    • 2008-2013: Lecturer Spanish Linguistics (BA of Arts in Applied Language Studies) and Communication Skills (MA in Multilingual Communication), KULeuven (Department of Applied Language Studies)
    • 2002-2008: PhD Candidate, KULeuven (Faculty of Arts)
    • 2000-2002: Researcher, KULeuven (Faculty of Arts)

    Contact
    hilde.hanegreefs@zuyd.nl
    +32 (0) 486 92 96 06

    Publications

    • Hanegreefs, H., Pluymaekers, M., Oderkerken, A. (et al.). (2016). The power of effective communication: How the corporate value of ‘hospitality’ can be promoted through intranet news items. Proceedings of EuroChrie 2016. Budapest.
    • Hanegreefs, H. (2015). La capacidad de ‘perspectivización’ de la pasiva con verse. Verba 42, 9-32.
    • Hanegreefs, H., González Melón, E. (2015). Communicative effects of the discourse markers mira and a ver: divergence versus convergence. In: Cornillie, B., De Cock, B. (Eds.). Spanish in Context: Hearer-Orientation in Spoken Genres 12 (1). Amsterdam: John Benjamins Publishing Company, 35-55.
    • Hanegreefs, H. (2013). Por qué los detectives espían y los depredadores acechan: dos verbos, dos marcos conceptuales. Revista Internacional de Lingüística Iberoamericana XI (22). Madrid: Iberoamericana Editorial Vervuert, 89-106.
    • Delbecque, N., Hanegreefs, H. (2013). Aproximaciones a la interfaz entre léxico, estructura argumental y estructura del evento en español. Revista Internacional de Lingüística Iberoamericana XI (22). Madrid: Iberoamericana Editorial Vervuert.
    • Hanegreefs, H., Fernández Jaén, J. (2012). Conceptualización de la luz en verbos derivados de lumen. Bulletin Hispanique 114 (1). Bordeaux: Université Michel de Montaigne Bordeaux 3, 307-343.
    • Fernández Jaén, J., Hanegreefs, H. (2011). The concept of light in Spanish denominal verbs: a cognitive analysis. In: Cifuentes Honrubia, J. L, Rodríguez Rosique, S. (Eds.). Spanish Word Formation and Lexical Creation. Frankfurt am main: Peter Lang, 369-408.
    • González Melón, E., Hanegreefs, H. (2010). Efectos discursivos de los marcadores mira y a ver en contextos argumentativos orales: divergencia vs. convergencia comunicativa. In: Cano López, P. (et. al.) (Eds.). Actas del XXXIX Simposio Internacional de la Sociedad Española de Lingüística. Santiago de Compostela. (CD-rom)
    • Hanegreefs, H., Delbecque (sup.), Willems, D. (cosup.). (2008). Los verbos de percepción visual. Un análisis de corpus en un marco cognitivo. Unpublished Doctoral Thesis, Katholieke Universiteit Leuven.
    • Hanegreefs, H. (2008). Two ways of ‘scrutinizing’ in Spanish: escrutar and escudriñar. In: Lapaire, J.-R., Desagulier, G., Guignard, J.-B. (Eds.). Du fait grammatical au fait cognitive. From Gram to Mind: Grammar as Cognition, Vol. 2. Bordeaux: Presses Universitaires de Bordeaux, 59-82.
    • Hanegreefs, H. (2007). La interrelación entre semántica y sintaxis: problemas candentes en la clasificación de los complementos preposicionales con mirar. In: Trotter, D. (ed.). Actes du XXIVe Congrès International de Linguistique et de Philologie Romanes, Aberystwyth, 1-6 août 2004, vol. IV. Tübingen: Max Niemeyer Verlag, 93-105.
    • Hanegreefs, H. (2007). Acerca del significado de los verbos de percepción visual: análisis empírico. In: Fernández Pérez, M. (Ed.). Actas del VI Congreso de Lingüística General, Santiago de Compostela, 2-7 de mayo 2004, vol. II. Madrid: Editorial Arco Libros, 1637-1654.
    • Delbecque, N., Hanegreefs, H. (2006). ¿Escrutamos o escudriñamos un corpus?: dos conceptualizaciones diferentes. Signo y Seña 15, 187-229.
    • Hanegreefs, H. (2006). La construcción preposicional con mirar: análisis semántico-sintáctico. Boletín de Lingüística XVIII (25), 22-65.
    • Hanegreefs, H. (2005). Acerca de los verbos ver, mirar y observar: descripción lexicográfica y análisis de corpus. In: Wotjak, G., Cuartero Otal, J. (Eds.). Entre semántica léxica, teoría del léxico y sintaxis. Frankfurt am main: Peter Lang, 151-166.
    • Hanegreefs, H. 2004. The Dutch Change-of-State Copula worden and its Spanish Counterparts: A Matter of Aspect and Voice. In: Ruiz de Mendoza Ibáñez, F. J. (Ed.). The Annual Review of Cognitive Linguistics 2. Amsterdam / New York: John Benjamins Publishing Company, 1-29.
    • Delbecque, N., Hanegreefs, H. (2003). Un método para el autoaprendizaje del vocabulario del español como lengua extranjera. In: Férnandez Vallina, E., González Martín, V., Montesinos Caperos, M. (Eds.). Hacia la unidad en la diversidad: Difusión de las lenguas europeas [Año Europeo de las Lenguas]. Salamanca: Universidad de Salamanca, 217-236.  
    • Buyse, K., Delbecque, N., Hanegreefs, H., Van den Steen, K. (2003). ElektraVoc: un instrumento informatizado para el aprendizaje autónomo del vocabulario en el marco de los cursos de e/le. Actas del XIII Congreso Internacional de la Asociación para la Enseñanza del Español como Lengua Extranjera, 890-905. Murcia. (CD-rom)
    • Hanegreefs, H., Delbecque, N. (sup.). (2000). El verbo neerlandés worden y su traducción española. Leuven: unpublished MA-thesis.

    Presentations
    2017

    • Educational Innovation in Economics and Business (EDiNEB), Utrecht (The Netherlands): “Curiosity crossing borders: A case of students blogging on international experiences”
    • Global Advances in Business and Communication (GABC), Antwerp (Belgium): “Can you pin down intercultural competence (IC) on the basis of students’ language use in grouplogs?”
    • The Loop, Maastricht (The Netherlands: “Pride and prejudice: How students write about intercultural experiences”

    2016

    • Eurochrie, Boedapest (Hungary): “The power of effective communication: How the corporate value of ‘hospitality’ can be promoted through intranet news items”
    • ABC-Conference, Cape Town (South-Africa): “The Quick Scan: an empirical analysis of written professional communication”

    2015

    • Why Linguistics Conference, Tartu (Estonia): “The Quick Scan: Tailor-made language advice for SMEs”
    • Global Advances in Business Communication (GABC), Antwerp (Belgium): “On the representation of observations in business discourse vs. academic discourse”

    2013

    • XLII Simposio de la SEL, Madrid (Spain): “La capacidad de perspectivización de la construcción pasiva con verse”

    2012

    • CogLingDays, Groningen (The Netherlands): “How do we ‘perceive’ in bank reports?: on the compatibility of (subjective) perception and the (supposedly neutral) se-construal”
    • AELCO - Constructos en el lenguaje, el pensamiento y el cerebro: ¿Qué determina qué?, Almería (Spain): “Un enfoque cognitivo a la construcción pasiva ‘ver-se + participio pasado (PP)’”
    • II international Conference on Communication, Cognition and Media. Political and Economic Discourse (CICOM), Braga (Portugal): “What do we ‘see’ in bank reports?: perception verbs as a bridge between text and image”
    • Coloquio Interfaces II, Leuven (Belgium): “Un enfoque cognitivo a la construcción pasiva ‘ver-se + participio pasado (PP)’”

    2011

    • 44th Annual Meeting of the Societas Linguistica Europaea, Logroño (Spanje): (1) “Person in perception: the case of Spanish ver ‘to see’ and mirar ‘to look’” & (2) “Politeness and discourse markers: the case of Spanish mira (look) and a ver (let’s see)”
    • Coloquio Interfaces, Leuven (Belgium): “Aproximación al estudio de los verbos de percepción visual en el discurso argumentativo”
    • Coloquio Internacional de Lingüística Iberorrománica, Leuven (Belgium): “Aproximación al estudio de los verbos de percepción visual en el discurso argumentativo”

    2010

    • 10th ABC Europe & 2nd GABC Conference: Researching business communication: perspectives from scholarship, education and practice, Antwerp (Belgium): “Politeness strategies in service encounters: a contrastive corpus analysis of French and Spanish”
    • XII Jornadas de Estudios de Lingüística: formación de palabras y creación léxica, Alicante (Spain): “Semántica cognitiva de cinco verbos denominales de percepción visual, derivados de ‘lumen’. El caso de iluminar, alumbrar, deslumbrar, columbrar y vislumbrar”
    • XXXIX Simposio de la Sociedad Española de Lingüística (SEL), Santiago de Compostela (Spain): (1) “Usos discursivos de los verbos de percepción visual VER y MIRAR” & (2) “Semántica cognitiva de algunos verbos denominales de percepción visual: el caso de iluminar y alumbrar”

    2009

    • 42th SLE-conference: Global languages, local languages, Lisbon (Portugal): “Where frame semantics meets construction grammar: the case of Spanish escrutar and escudriñar ‘to scrutinize’”
    • BKL-conference - Framing: From Grammar to Application, Antwerp (Belgium): “Where frame semantics meets construction grammar: the case of Spanish escrutar and escudriñar ‘to scrutinize’”

    2008

    • 41th SLE-conference: Languages in Contrast, Forlì (Italy): “The translation of the Dutch change-of-state copula worden and its Spanish counterparts”

    2007

    • 40th SLE-conference: Functionalism in linguistics, Joensuu (Finland): “A cognitive-functional account of the two main verbs of visual perception in Spanish: ver ‘to see’ and mirar ‘to look’”

    2005

    • SLE 2005: Formal, Functional and Typological Perspectives on discourse and Grammar, Valencia (Spain): “La gramaticalización de los verbos de percepción visual: un análisis empírico”
    • From Gram to Mind: Grammar as Cognition, Bordeaux (France): “On the meaning of the verbs of visual perception in Spanish: an empirical analysis”
    • Seminario sobre relaciones verbales y esquemas sintáctico-semánticos, Vigo (Spanje): “El estatuto argumental del complemento preposicional con mirar”

    2004

    • XXIV Congrès de Linguistique et de Philologie Romanes, Aberystwyth (UK): “La interrelación entre semántica y sintaxis: el caso de los verbos españoles de percepción visual - problemas candentes en la clasificación de los complementos preposicionales con mirar”
    • VIth Conference of General Linguistics, Santiago de Compostela (Spain): “Acerca del significado de los verbos de percepción: análisis empírico”

    2003

    • VI congreso de Lingüística Hispánica, Leipzig (Germany): “Acerca de los verbos ver, mirar, observar y distinguir: descripción lexicográfica y análisis de corpus “

    2002

    • ASELE - El español, lengua del mestizaje y de la interculturalidad, Murcia (Spain): “ElektraVoc, un instrumento informatizado para el aprendizaje autónomo del vocabulario en los cursos del E/LE”
    • SLE 2002 - Rethinking language and mind, Potsdam (Germany): “ElektraVoc: un instrumento informatizado para el aprendizaje autónomo del español como lengua extranjera”

    2001

    • SLE 2001: Language Study in Europe at the Turn of the Millennium - Towards the Integration of Cognitive, Historical and Cultural Approaches to language (34th conference of the Societas Linguistica Europaea), Leuven (Belgium): “El verbo neerlandés worden y su traducción española”
    • Historia de las Metodologías en la Enseñanza / Aprendizaje de las Lenguas Modernas, Salamanca (Spanje): “ElektraVoc: Proyecto de autoaprendizaje - Una base de datos léxicos del español con ejercicios contextualizados”
    • ICT-demonstration, Dienst Universitair Onderzoek (DUO), Leuven (Belgium): “ElektraVoc: computerondersteunde woordenschatstudie Spaans”
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  • Ankie Hoefnagels - Program Leader Global Minds

    Ankie Hoefnagels obtained a PhD in Management Studies at Radboud University Nijmegen in 2014. She has an academic background in English and literature studies and has been fascinated by cross-cultural phenomena ever since.

    We must learn to live together like brothers or perish together like fools

    At the research centre Ankie coordinates the Global Mind program. Together with a team of researchers, she has developed the Global Mind Monitor, a tool to help students and professionals reflect on the development of their intercultural competences. It forms the basis of a longitudinal study of international learning outcomes in higher education in the Netherlands.

    Ankie also co-developed ‘Curious People’, an online learning community on which students blog about their (cultural) experiences abroad. These blogs provide the data of a Global Blog study.

    Education

    • PhD in Management Studies, Radboud University Nijmegen (2014)
    • Master in Comparative Literature, Utrecht University (1988) 
    • Bachelor in English Language, Utrecht University (1984) 
    • Teacher Training, Utrecht University (1988) 
    • Registered translator-interpreter English language (1988)

    Contact
    ankie.hoefnagels@zuyd.nl  
    +31 (0)43 352 82 82

    Career

    • Since 2015: Senior Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2015: Principal Lecturer, Hotel Management School Maastricht
    • 2009-2014: PhD Candidate, Radboud University Nijmegen
    • 2002-2008: Researcher and Consultant, Zuyd University of  Applied Sciences (Research Centre for Cultural Tourism)
    • Since 1998: Lecturer in Business Communication, Hotel Management School Maastricht
    • 1991-1998: Lecturer in English, Hotel Management School Maastricht
    • 1988-1991: Teacher of English in secondary education

    Publications
    Hoefnagels, A., Schoenmakers, S. (in press). Developing the Intercultural competence of 21st century learners with blogging during a work placement abroad. In J.Oskam, D. Dekker, K. Wiegerink (Eds), Innovation in Hospitality Education – Anticipating the Educational Needs of a Changing Profession. Berlin: Springer.

    2017

    • Piskur, B., Hoefnagels, A. (2017). Two sides to every story: a qualitative study on web- based blogging about intercultural experiences. In Conference Proceedings of the Annual SIETAR (Society for Intercultural Education, Training and Research) Conference, Dublin, Ireland.

    2016

    • Hoefnagels, A., Schoenmakers, S. (2016). Developing the intercultural Competence of 21st century Learners”. In Conference Proceedings of the Annual EAPRIL (European Association for Practitioner Research on Improving Learning) Conference, May 2016. Porto, Portugal.

    2015

    • Hoefnagels, A. (2015). The Global Mind Check: to Enhance the Global Wiring of the Translation/Interpreting Student. In Conference Proceedings of the International Maastricht-Łódź Duo Colloquium on “Translation and Meaning 2015”, November 2015. Maastricht.
    • Meijer, K., Keizer, A., Odekerken, A., Hoefnagels, A. (2015). Intercultural Competence, Global Citizenship or Cosmopolitanism? No Tower of Babel if Hospitality Educators Join Forces. In Proceedings of Eurochrie 2015. Dubai, UAI.

    2014

    • Hoefnagels, A., Bloemer, J., Pluymaekers, M., & Kasper, H. (2014). “Frontline Employees' Intercultural Competence: Does it Impact Customer Evaluations of an Intercultural Service Encounter?” In Proceedings of the Annual Australia New Zealand Marketing Association Conference 2014. Brisbane, Australia.
    • Hoefnagels, A., Bloemer, J. (2014). A Chinese Customer or a 30- Year Old Business Man? A Hotel Managers’ Perspective on Managing Intercultural Service Encounters. In Proceedings of the Eurochrie Conference, Dubai (October 2014).

    2013

    • Hoefnagels, A., Bloemer, J., Odekerken, A. (2013). The effect of the frontline employee’s intercultural competence on customer evaluations and behavioural outcomes of intercultural service encounters. In Proceedings of the Eurochrie Conference, Freiburg (October 2013).
    • Hoefnagels, A., Bloemer, J., Pluymaekers, M. (2013). A Global Mind, a Joy Forever? Intercultural Competence as an Antecedent of Work Engagement and Relationship Quality in Domestic Jobs with International Responsibilities. In Proceedings of the Service Management Service Science (SMSF) Conference, Las Vegas (July 2013).
    • Hoefnagels, A., Bloemer, J., Pluymaekers, M. (2013). Direct and indirect effects of frontline employees’ intercultural competence on customer evaluations of intercultural service encounters. In Proceedings of the European Marketing Association Conference (EMAC), Istanbul (June 2013).

    2012

    • Hoefnagels, A. Bloemer, J., Odekerken, A. (2012). The Karma of the Chameleon: Intercultural Competence as an Antecedent of Frontline Employees’ Job Attitudes and Behaviors in the Hotel Sector. In Proceedings of the Eurochrie Conference, Lausanne (October 2012).
    • Bolton, R.N., Parasuraman, A., Hoefnagels, A., Mighels, N., Kabadayi, S., Gruber, T., Komarova Loureiro, Y., Solnet, D. (2012). Understanding Generation Y and their Use of Social Media: a Review and Research Agenda. Journal of Service Management, 24 (3), 245-267.

    2010

    • Hoefnagels, A. (2010). ICAWORLD: An Online Platform for Intercultural Awareness Development of Hospitality Management Students. In Proceedings of the Eurochrie Conference, Amsterdam (October 2010).
    • Hoefnagels, A., van Egmond, T. (2010). Grenzeloos: Interculturele Communicatie in de Wereld van Toerisme en Gastvrijheid. Meppel, Edu’Actief.

    2005

    • Hoefnagels, A., Ubachs, M. (2005). Development of the creative industry in the Maastricht triangle: the Southern Tri-pole. In Proceedings of  the Atlas Cultural Tourism Conference, Barcelona (June 2005).

    Presentations

    • Presentations at “Kennis in Bedrijf”, the Annual Business Interaction Day at Zuyd University of Applied Science (2006, 2009, 2010, 2011, 2012) and “The Loop” (2016, 2017)
    • Presentations at the “Phd Research Day”, organized by the Nijmegen School of Management, Radboud University (2009, 2010, 2011, 2012, 2013)

    2017

    • The Annual GABC (Global Advances in Business and Communication) Conference, Antwerp (Belgium): “Can you pin down intercultural competence (IC) on the basis of students’ language use in groupblogs?”
    • EDiNEB, Utrecht (The Netherlands): “Curiosity crossing borders: A case of students blogging on international experiences”
    • International Skills Inventory and Training Programme for Global Citizens (ISITPGC) Learning and Teaching Event, Lecce (Italy): “Wiring the Global Mind: What can Educators do?”

    2016

    • Internationalisation Inspiration Event at Zuyd University (The Netherlands): “Development of students’ Global Mind: The Global Mind Monitor”
    • Annual HBO Jaarcongres 2016, Rotterdam (The Netherlands): “Curious People Crossing Borders: Learning by Blogging”

    2015

    • Zorgtotaal beurs, Utrecht (The Netherlands): “Interculturele Sensitiviteit in de Zorg”

    2014

    • Eurochrie Conference, Dubai (UEA): “A Chinese Customer or a 30- Year Old Business Man? A Hotel Managers’ Perspective on Managing Intercultural Service Encounters”
    • Annual Innovation Circle, Hotel Management School Maastricht (The Netherlands): “To Embrace a Stranger as Your Own: is it in your Nature?”
    • Annual Research Day Dutch Hotel Management Schools (The Netherlands): “Monitoring and Measuring Students’ Intercultural Competences in the Hotel Management Curriculum”

    2013

    • Eurochrie Conference, Freiburg (Germany): “The effect of the frontline employee’s intercultural competence on customer evaluations and behavioural outcomes of intercultural service encounters”
    • Service Management Service Science (SMSF) Conference, Las Vegas (US): “A Global Mind, a Joy Forever? Intercultural Competence as an Antecedent of Work Engagement and Relationship Quality in Domestic Jobs with International Responsibilities”
    • European Marketing Association Conference (EMAC), Istanbul (Turkey): “Direct and indirect effects of frontline employees’ intercultural competence on customer evaluations of intercultural service encounters”
    • Internal Study Day Healthcare Faculty of Zuyd University of Applied Sciences, Heerlen (the Netherlands): “Hoe leerzaam is het buitenland? Het formuleren van interculturele competenties voor Zorg studenten”
    • Annual Research Day Dutch Hotel Management Schools (The Netherlands): “Intercultural Competence as an Antecedent of Relationship Quality in the Hotel Industry”

    2012

    • Eurochrie Conference, Lausanne (Switzerland): “The Karma of the Chameleon: Intercultural Competence as an Antecedent of Frontline Employees’ Job Attitudes and Behaviors in the Hotel Sector”
    • Interculturaliteit in de Toeristische Sector, organized by Livingstone Dialogue & Toerisme, Mechelen (Belgium): “Duurzaam en innovatief: Kansen voor Interculturaliteit in de Toeristische Sector

    2011

    • European Innoguide Project, Stavanger (Norway): “Interculturalism as an Ongoing Challenge for European Tourguides”
    • Raad van Zuyd, the excellence program of Zuyd University of Applied Sciences, Maastricht (The Netherlands): “European Union: Crystal Palace or Tower of Babel?”

    2010

    • Eurochrie Conference, Amsterdam (The Netherlands): “ICAWORLD: An Online Platform for Intercultural Awareness Development of Hospitality Management Students”
    • International Trade Day, Chamber of Commerce Limburg, Roermond (The Netherlands): “Als een Vis in het Water? De Rol van Cultuur in het Internationaal Zaken Doen”
    • Internships in higher education day, organized by COSPA/ NUFFIC, Utrecht (The Netherlands): “Grenzeloos gaan: de ontwikkeling van interculturele competenties voor, tijdens en na de stage”

    2008

    • Religious Heritage Seminar ‘Kerken lopen leeg en kapellen vol’, Limburgs Museum, Venlo (The Netherlands): “Devotie of Spektakel: het Beste uit Twee Werelden?”

    2005

    • Atlas Cultural Tourism Conference, Barcelona (Spain): “Development of the creative industry in the Maastricht triangle: the Southern Tri-pole”
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  • Armand Odekerken - Researcher Global Minds

    Armand Odekerken got his MBA degree at the Maastricht University (2001). This degree was established after a 12 years’ career as an electronic/computer engineer. The combined background in both computer science and business administration probably explains his analytical approach of management questions. In his role as a lecturer at the Hotel Management School Maastricht he furthermore developed an interest in the relationships between people or organizations across borders. His research activities therefore focus on the key assets of organizations and key competencies of people that contribute to being effective in culturally diverse environment.

    Education

    • MBA (2001)
    • Bachelor Electrical Engineering (1989)
    • PhD course Advanced Quantitative Research Methods in Business I (2008)
    • PhD course Advanced Quantitative Research Methods in Business II (2008)
    • PhD course Multivariate Statistics for Business Research (2008)
    • Teacher Training (2005)

    Contact
    armand.odekerken@zuyd.nl  
    +31 (0)6 144 002 10

    Career

    • Since 2009: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2010: Lecturer, Hotel Management School Maastricht
    • 2004-2010: Lecturer, Zuyd University of Applied Sciences
    • 2002-2004: Cost Estimator, IAC
    • 2000-2002: Program Controller, Johnson Controls International
    • 1998-2000: Program Manager, FACE
    • 1995-1998: Project Leader, ASML
    • 1989-1995: Electronic Engineer, VENNE Electronics
    • 1989-1989: Philips Medical System
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  • Luis Alfredo Pérez Salazar - Researcher Message Design

    Advertising preaches, stories create an aura. Which one would you rather use for your brand?

    Luis Alfredo Perez investigates the power of literary devices, such as storytelling, in the field of marketing, personal branding and intercultural communication. He is particularly interested in how companies and agencies are using storytelling to create auras around brands and products. His goal is to understand the mechanisms of the craft, or in other words, to gain insight into the best practices.

    Education

    • PhD in Spanish and Latin American Literature, Universidad de Salamanca (2005)
    • Bachelor in ICT, Tecnológico de Monterrey, México (1995)

    Career

    • Since 2015: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2014: Lecturer, Zuyd University of Applied Sciences
    • 2006-2014: Lecturer, Maastricht University (Talencentrum)
    • 2006-2015: Columnist for several Mexican newspapers

    Contact
    luisalfredo.perzesalazar@zuyd.nl
    +31 (0)43 346 64 34

  • Michelle van Pinxteren - PhD Candidate Message Design

    "Customer Interfaces in Smart Services"

    Michelle is a PhD candidate in the field of business communication working at both Zuyd University of Applied Sciences in Maastricht and the Business Intelligence and Smart Service Institute (BISS) in Heerlen. Michelle has a background in Communication Science and Behavioural Science and her main areas of interest are human-computer communication, social interaction and persuasive communication. 

    The studies Michelle will conduct during her PhD project will investigate how relational outcomes, such as trust and loyalty, are achieved by customer interfaces in smart services. This will help developers build more trustworthy user interfaces, increasing the adoption and use of new technologies, such as chatbots.

    Education

    • Research Master in Behavioural Science, Radboud University (2015) 
    • Bachelor in Communication Science, Radboud University (2013)

    Contact
    michelle.vanpinxteren@zuyd.nl
    +31 (0)6 304 183 39

    Career

    • Since 2016: PhD candidate, Zuyd University of Applied Sciences and the Business Intelligence and Smart Services Institute (Research Centre for International Relationship Management)
    • 2015-2016: Research Assistant focused on the development of a social health intervention, Radboud University (Department of Communication Science, MyMovez project)
    • 2014-2015: Research Intern focused on peer influence, Radboud University (department of Communication Science)
    • 2012-2014: Research Assistant focused on television morality, Radboud University (department of Communication Science)
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  • Martine Prins - Researcher Global Minds

    Martine Prins got her Master in African Studies at the University of Leiden (1997). She has lived and worked in Africa for many years and now works as a project leader internationalization at the Faculty of International Business and Communication. She is responsible for the development and implementation of various international activities.

    Martine also works for the Research Centre for International Relationship Management where she participates in the project Global Minds. She works on the development and implementation of the Global Mind Monitor, a tool to support students and professionals to reflect on the development of their intercultural competences. The generated results are used for further research on international learning outcomes in higher education.

    Education

    • Master in African Studies, University of Leiden (1997) 
    • Teacher Training, Zuyd University of Applied Sciences (2013)

    Contact
    martine.prins@zuyd.nl
    +32 (0)6 487 198 86

    Career

    • Since 2015: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2012: Project Leader Internationalization,  Zuyd University of Applied Sciences
    • 2011-2012: Account Manager PREMIUM, Maastricht University
    • 2008-2011: Project Manager, Maastricht University (Maastricht University Centre for International Cooperation in Academic Development)
    • 2006-2008: Technical Advisor Natural Resource Management, German Development Service (DED) (Cameroon)
    • 2003-2005: Junior Expert Natural Resource Management, University of Leiden (Cameroon)
    • 2002: Researcher, International Institute of Social History (Amsterdam)
    • 1999-2002: Researcher, Bayerische Julius-Maximilians-Universität Würzburg (Germany)
    • 1997-1998: Seconded Scientist, University of Cologne (Germany)
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  • Jacqueline Tanghe - Researcher MACROS

    Jacqueline Tanghe obtained her PhD in Organizational Psychology at the VU University of Amsterdam (2009). Specifically on the role of emotions in work groups. Her research has mostly focused on the role of emotions, group affect, emotion management and the role of 'self and identification' in an organizational setting, but also on health psychology, specifically the role of marketing in drinking behaviors of teenagers, published as deliverables to the EU and WHO African region. Next to that, she has experience with advising on the role of (cultural) diversity in organizations on the basis of researching diversity perspectives in different types of organizations.

    With her interests in Organizational Behavior, (Group) Emotions and Cultural Diversity she is currently working on a research proposal on Management of Cross-Cultural Services (MACROS), which ultimately should result in a 360 scan for organizations interested in the current state of affairs in their organization regarding (management of) cross-cultural services with a possible intervention method as an outcome.

    Education

    • PhD in Organizational Psychology, VU University Amsterdam (2009) 
    • MasterCognitive Ergonomics, Maastricht University (2003) 
    • Teacher Training (2015)

    Contact
    jacqueline.tanghe@zuyd.nl
    +31 (0)43 346 64 76

    Career

    • Since 2014: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2014: Lecturer at European Studies, Zuyd University of Applied Sciences
    • 2012-2014: Researcher MAMPA (Monitoring Alcohol Practices in Africa), Dutch Institute for Alcohol Policy (STAP), Utrecht
    • 2010-2011:  Assistant Professor, Work, Organizational & Personnel Psychology, University of Groningen
    • 2009-2010: Postdoctoral Researcher, Institute for Integration and Social Efficacy, University of Groningen
    • 2004-2008: PhD Candidate, VU University, Amsterdam (faculty of Psychology and Pedagogics)
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  • Svenja Widdershoven - PhD Candidate Message Design

    Svenja Widdershoven obtained her Master’s degree in Business Communication and Digital Media at the University of Tilburg (2011). Her interests lie in the field of marketing, communication and social media. By focusing her PhD research on emotional contagion in a social media environment, she is able to connect these areas of interest.

    In social media the only constant is change

    Svenja currently works as a lecturer in Marketing (Communication) at the Faculty of International Business and Communication and is a PhD candidate at the Research Centre for International Relationship Management.

    Education

    • Master in Business Communication and Digital Media, University of Tilburg (2011)
    • Bachelor in Communication (2009)

    Contact
    svenja.widdershoven@zuyd.nl
    +31 (0)43 346 64 34

    Career

    • Since 2012: PhD Candidate, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
    • Since 2011: Lecturer Marketing, Zuyd University of Applied Sciences (Faculty of International Business and Communication)
    • Since 2011: Researcher, Zuyd University of Applied Sciences (Research Centre for International Relationship Management)
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Lectoraat International Relationship Management
Brusselseweg 150
6217 HB Maastricht