In this chapter on makers, the authors provide a critical overview of the different cultures of making, their motivations as well as the socio technical infrastructures that encourage these forms of peer production. They draw on a growing body of scholarship on making and hacking in the social sciences, …

De huidige vorm van leiderschap binnen de afdeling COPS (Customer Operations Consumer) van T-Mobile is op dit moment niet toereikend om tot buitengewone klantbeleving te komen. Daarbij is het op dit moment niet inzichtelijk wat de huidige situatie is en welke behoefte er bestaat bij managers en medewerkers …

As the state retracts further in the Netherlands, the role of civil society increases. Only now the impact becomes visible due to changing arrangements in the social domain. Since enormous cuts in the welfare budgets have been implemented; creative innovations by civil initiatives are much needed to …

Web 2.0 has empowered consumers to voice complaints with reduced costs (physical and psychological), and to share these with a multitude of other consumers on the Internet. As a public phenomenon, online complaints have a negative impact on consumers' evaluations of brands that are under attack in online …