Samenvatting

There has been a global displacement of people, who were forced to leave their homes due to war and conflicts. Especially from 2015 on a problem arose, as all these people entered other countries to build up a new and safe life. All these people ask asylum and protection of European countries. The Netherlands has to situate refugees and VluchtelingenWerk Nederland helps throughout the whole process. The goal of the research is to improve the integration of refugees. The integration relies on participation, social inclusion and possibly the hospitality performance of care workers. By studying the hospitality performance of care workers in the municipality of Rheden and Rozendaal, new insights are gathered so that the integration process can be optimized. The objective of this report is to create an implementation plan regarding the hospitality performance of the care workers in the municipality of Rheden and Rozendaal to improve the support process of VluchtelingenWerk Oost Nederland. The research is only focussed on the municipality of Rheden and Rozendaal. And only the interaction moments with direct personal contact are researched as hospitality performance.
Several types of research are done, literature research, quantitative and qualitative research. By conducting quantitative research the hospitality experience of refugees in this municipality is explored. Only refugees above 16 of age are questioned. Furthermore, relationships between variables were tested. Qualitative research amongst care workers resulted in a more detailed picture of the perception on their hospitality performance. By linking the results of these researches, an action plan concerning the improvement points for VluchtelingenWerk Oost Nederland was created. Advised is to start with a new project called ‘Welcome’.