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by Max Werkhoven

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We would like to share our knowledge. Here you will find an overview of our recent publications. Click on the links to download the files.

  • Master thesis Customer experience in banking; An investigation into the impact of cognition and affection upon customer experience
    Author: Bart Senden
    Published on: 2018
  • Master thesis Comparing frameworks to explain and predict customer satisfaction in the financial sector
    Author: Dave van Ham
    Published on: 2018
  • Master thesis Understanding your Customer through an analysis of the customer satisfaction and the customer journey
    Author: Lotte van Bakel
    Published on: 2017
  • Master thesis Deepening of NPS research; Open question floor versus closed and combined
    Author: Lutijn de Dankyi
    Published on: 2017
  • Master thesis A social media-based method for reputation measurement
    Author: Laura Verhoeven
    Published on: 2016
  • Master thesis How emotions of customers diffuse over social media platforms after a major service failure
    Author: Hendrik-Jan de With
    Published on: 2016
  • Master thesis Customer Journey identification through temporal patterns and Markov clustering
    Author: Marco Candy
    Published on: 2016
  • Master thesis Topic extraction in social media messages
    Author: Robbert Mens
    Published on: 2015

For access to the publications that are not available For download, please contact Underlined. These publications are not publicly accessible, but we would like to bring you into the main conclusions.

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