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Prof. Dr Willem Mastenbroek
Prof. Dr E. van de Bunt
Drs C. Visser

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Negotiating as emotion management
Prof. dr. W.F.G. Mastenbroek
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Quality & Client

Editorial
Drs Gyuri Vergouw

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When will the Q-Project finally be finished?!

Willem Mastenbroek
"Responsibility for improvement belongs in the line!" Everybody always agrees with this statement. Subsequently, every effort is made to undermine that responsibilty. Regular change management promotes irresponsible behavior! This applies to TQM and many other change programs. An approach that links up directly with the line organization is summarized.
[Quality & Client, Article]

How customers will foster your web culture
Customer oriented tools to build a corporate web culture
Sylvia van de Bunt-Kokhuis
The second of two parts concerning ‘corporate web culture’, with this article focusing on the customer perspective. The author discusses the needs of the virtual customers and explores the tools that can be used by the web company to enhance its customer relations.
[Quality & Client, Article]

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