This dissertation presents research on customers’ perceptions of cleanliness in service environments. The research contributes to the gap in the literature on cleanliness examined from a customer perspective, and adds to the understanding of environmental cues that influence perceived cleanliness. Part …

The goal of this study was therefore to test the idea that computationally analysing the Fontys National Student Surveys (NSS) open answers using a selection of standard text mining methods (Manning & Schütze 1999) will increase the value of these answers for educational quality assurance. It is expected …

Cleanliness is one of the key determinants of overall customer satisfaction in train stations. Customers’ perception of cleanliness is not limited to cleaning only but depends on multiple predictors. A better understanding of these predictors may contribute to the optimisation of perceived cleanliness …

A lot of trends and developments are happening within facility management (FM). From using cleaning and caring robots till changing the workplace to a wellness destination (Sodexo, 2017; CBRE, 2017). Another trend involves around buildings, which are becoming more intelligent than their users (ISS, …

Purpose This paper aims to identify antecedents that influence perceived cleanliness by consulting experts and end-users in the field of facilities management (facility service providers, clients of facility service providers and consultants). Business models were evaluated to understand why some antecedents …

Traditionally, most cleaning activities take place in the evening or during nighttime. In the Netherlands, day-time cleaning is becoming increasingly popular. It is however unknown how day-time cleaning affects perceptions and satisfaction of end-users. An experimental field study was conducted on trains …

Kasteel Oud-Poelgeest is an estate which consists of two different buildings, one of them is a castle and the other one is the coach house. It is a congress-hotel, with 15 meeting rooms and 45 hotel rooms. The director of Kasteel Oud-Poelgeest finds it really important to focus on the guest to see what …

Background. Bathing assistance is a core element of essential care in nursing homes, yet little is known for quality of assisted bathing or its determinants. Aim. To explore differences in completeness of assisted bathing in relation to bathing method and resident characteristics. Methods. Secondary …