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LITERATUURSTUDIE OE42 (INHOLLAND)

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GEEN HERKANSING. Compleet onderzoeksrapport met als onderwerp klantloyaliteit voor Literatuurstudie (OE42) van semester 2 van leerjaar 2. Perfect voorbeeldverslag incl. expertinterview!

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  • March 24, 2020
  • 21
  • 2018/2019
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Many documents are missing from the report. Which is mandatory. In addition, the total was not made via the assessment form and criteria.

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By: CCCindyx • 2 year ago

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Hey, thanks for buying. I see you are studying Zadkine business administration, this report for Inholland Diemen. He is also almost 5 years old. I've already graduated. The assignments have probably already been adjusted in 5 years. Too bad you couldn't benefit from it.

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By: sannemeijer5 • 2 year ago

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LITERATUUR
STUDIE
Hogeschool Inholland Diemen
Docent | Piet Verstegen
Vak OE42 | Literatuurstudie
Business studies | Klas BS201
Studiejaar 2 | 2018 – 2019
Datum | 10 april 2019

, Onderzoeksrapport literatuurstudie




Auteur Cindy Lee
Student nr. 619144
Email 619144@student.inholland.nl

Locatie Hogeschool Inholland Diemen
Opleiding Business Studies
Klas BS201
Leerjaar 2
Studiejaar 2018-2019
Docent Piet Verstegen

Semester 2: Thema Veranderen & Implementeren
Vak OE42 Individuele literatuurstudie
Versie 1
Datum 26 mei 2019


2

, Voorwoord

Voor u ligt het literatuurstudie onderzoeksrapport. Dit rapport bevat alle opdrachten ter
afronding van het vak ‘literatuurstudie’: van semester 2: ‘Thema Veranderen &
Implementeren’. Dit verslag is geschreven door: Cindy Lee. Als student van Business Studies
aan de Hogeschool van Inholland hebben ik deze portfolio met plezier gemaakt. Daarbij zou
ik graag alle betrokkenen bedanken voor hun steun. Ik ben trots het resultaat.

Het onderwerp van dit onderzoek is klantloyaliteit. Dit rapport bestaat uit een plan van aanpak
van het onderzoek, de literatuurstudie, het expertinterview en het uiteindelijke resultaat.


Veel leesplezier toegewenst.

Cindy Lee

Amsterdam, zondag 26 mei 2019




3

, Inhoudsopgave


Inleiding ......................................................................................................................................................... 5
1.1 Aanleiding ..................................................................................................................................................... 5
Probleemstelling ............................................................................................................................................. 6
2.1 Probleemverkenning ..................................................................................................................................... 6
2.2 Hoofdvraag ............................................................................................................................................... 6
2.3 Deelvragen ................................................................................................................................................ 6
2.4 Doelstelling ................................................................................................................................................... 6
Methodologie ................................................................................................................................................. 7
3.1 Onderzoeksopzet ........................................................................................................................................... 7
3.1.1 Hoofdvraag beantwoorden ................................................................................................................... 7
3.1.2 Literatuur aanvullen .............................................................................................................................. 7
3.2 Onderzoeksmethode ..................................................................................................................................... 7
3.2.1 Literatuur ............................................................................................................................................... 7
3.2.2 Expertinterview ..................................................................................................................................... 7
3.3 Topiclijst expertinterview .............................................................................................................................. 8
3.4 Aanpak en planning ...................................................................................................................................... 8
3.5 Dataverzameling ........................................................................................................................................... 8
Aanpak expertinterview ................................................................................................................................. 9
4.1 Onderzoeksplan............................................................................................................................................. 9
4.2 Contactpersoon ............................................................................................................................................. 9
4.3 Interviewschema ......................................................................................................................................... 10
Literatuurstudie ............................................................................................................................................ 11
5.1 Literatuuronderzoek .................................................................................................................................... 11
Bron 1 ........................................................................................................................................................... 11
Bron 2 ........................................................................................................................................................... 12
Bron 3 ........................................................................................................................................................... 13
Bron 4 ........................................................................................................................................................... 13
Bron 5 ........................................................................................................................................................... 14
Bron 6 ........................................................................................................................................................... 14
Bron 7 ........................................................................................................................................................... 14
5.2 Analyse ........................................................................................................................................................ 15
Voorlopige conclusie ......................................................................................................................................... 15
Expertinterview ............................................................................................................................................ 16
6.1 Interview Erik Swart .................................................................................................................................... 16
Conclusie en visie.......................................................................................................................................... 19
7.1 Deelvragen .................................................................................................................................................. 19
7.1.1 Deelvraag 1 .......................................................................................................................................... 19
7.1.2 Deelvraag 2: ......................................................................................................................................... 19
7.1.3 Deelvraag 3 .......................................................................................................................................... 19
7.2 Conclusie ..................................................................................................................................................... 20
7.3 Reflectie ...................................................................................................................................................... 20
7.4 Visie ............................................................................................................................................................. 20
Literatuurlijst ................................................................................................................................................ 21




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