I am interested in the way in which organizational members communicate with internal as well as external stakeholders. In particular, I study the motives for, and consequences of employees’ work-related social-media use. Such insights can help organizations develop social media policies. In addition, I am interested in crisis communication, as well as the role of employees in issue management.
I obtained my doctorate in Service Marketing in 2010 at Twente University. In my studies, I addressed the symbolic meanings of tangible service environments. Because consumers draw inferences from tangible elements in service environments (such as train stations, hospitals, restaurants etc.), tangible environments can become an important medium in marketing communication. By applying a communication perspective within service marketing, I studied how interior as well as exterior informs consumers' perceptions and expectations.
I teach in the corporate communication masters’ program. I am the coordinator of the specialization seminar ‘Strategic Communication of Organizations', and I occasionally teach the elective 'Organisations on the Web'. Beside I supervise thesis research.