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Click for cleaning tips
15th of December 2016
It seems quite simple, but exploiting the power of social media takes some elbow grease. ECJ correspondent Lotte Printz reports from Denmark.
Back in the 1950s – when television was not yet a household item and being a housewife was the most common occupation for women in Denmark – the Danish radio broadcaster offered housewives the
When things go wrong...
14th of December 2016
Nico Lemmens in the Netherlands writes about a service-oriented approach to handling complaints.
We continue our exploration of Grönroos’s theories on service management and marketing. In the June issue of ECJ we argued that quick and excellent recovery performance in case of problems is in many cases the most important driver for
Russia phases out imports
14th of December 2016
Oleg Popov, Russian correspondent for ECJ, explains how the economic situation is affecting the sector.
What’s going on in the market right now? Federal cleaning companies are cutting back on their expenses, since cleaning budgets have not increased, meanwhile prices are rising and government institutions are making choices in favour of
The future is with us
13th of December 2016
UK correspondent Lynn Webster examines the issues around ‘connected cleaning’, and emphasises how the cleaning sector must act now.
Hardly a day goes by without a new piece of technology being launched or old favourites updated. Each promises the user an enhanced experience, in relation to dealings with a service or product provider,
French specialist cleaners turn green
13th of December 2016
French correspondent Christian Bouzols takes a look at specialist areas of cleaning using ‘green’ methods.
Whether it involves the maintenance of solar panels, cleaning of large expanses of glass on buildings, industrial cleaning of sanitised or high risk areas such as clean rooms, research laboratories or operating theatres,
Measuring expectation
15th of November 2016
Continuing his look at service management, Dutch reporter Nico Lemmens focuses on perception.
In our previous discussion of Christian Grönroos’s important contribution to the field of service management and marketing we raised the questions of how quality is perceived and how to measure and compare expectations and experiences. Here is
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