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I received a Ph.D. in Organizational Psychology from Eindhoven University of Technology on a project regarding collaborations in virtual teams. Before that I studied Organizational and Social Psychology at Utrecht University. In addition I also studied criminal behavior and Law and Psychology at Simon Fraser University in Canada.Currently I coordinate the course “Psychologische Gespreksvoering 2” and I supervise M-These and B-These students. Before moving to the VU, I was a professor at Hotelschool The Hague, holding the chair “Hospitality, Personality and Behavior”. I am still affiliated to this University of Applied Science in various educational and research projects and as a principle lecturer for the MBA program. Moreover, I am a visiting professor at Insitut Paul Bocuse in Lyon.
My research projects are focusing on making the hospitality industry more hospitable. My projects focus on developing the industry’s core competence, lower staff turnover and higher guest satisfaction. I investigate questions such as: How can the recruitment process of hospitality firms be improved? How can hospitality professionals be selected using standardized and validated selection tests? What is the effect of emotional labor and how can negative effects be reduced? How can leaders motivate and train their staff to show hospitality behavior towards guests? How can the person-environment fit of hospitality professionals be improved to enhance motivation, productivity and retention? What behaviors are regarded as hospitable by guests? How can the guest experience with regard to the interaction between the guest and the host be enhanced within hospitality industry?
- Hospitality behavior
- The origins of hospitable behavior
- Emotional Labor
- Guest satisfaction
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