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Urban tourism increasingly focuses on the role of hospitality in cities, evolving from a means to strengthen tourism as a ‘product’, towards a focus on tourism as an opportunity for revitalization and transformation of destinations. In this context, cities are considered dynamic communities in which ‘hosts’ (entrepreneurs, residents, municipalities) and ‘guests’ (visitors, tourists) co-habitate and co-create multisensorial experiences. This shift in focus comes hand in hand with increasing awareness of competitiveness and sustainability of destinations, expressed by a harmonious relationship between city residents and visitors and a balanced usage of the city as a shared resource. This is of great importance, given the intense usage of urban spaces – the city center of Amsterdam being an illustrative example – and the multiple purposes that these spaces represent for different stakeholders. This paper presents the outcome of a review study into city hospitality experience indicators. We integrate these indicators as a basis for the development of a new scale for measuring the effectiveness of hospitality interventions in relation to outcome variables such as satisfaction and net promotor score (NPS). We thereby provide an important means for scholars and practitioners to develop sustainable tourism actions inclusive of local community interests, in support of efforts toward more balanced city experiences among all stakeholders.

Hoe zorg je in Amsterdam voor een aantrekkelijk en gevarieerd winkelgebied waar zowel bewoners, bezoekers en ondernemers zich thuis voelen? Hoe komen deze verschillende belanghebbenden tot een goed functionerend, gezamenlijk beheer van winkelgebieden als een gemeenschappelijke bron met verschillende functies? Wat vraagt dit van de gemeente, hoe is haar rol daarin veranderd en hoe zien we dit terug in beleid? Actuele vragen, die al geruime tijd de gemoederen in Amsterdam flink bezighouden, en die we beantwoorden in het rapport 'De Winkelstraat als wereld’. Dit rapport is uitkomst van het vierjarig praktijkonderzoek Toekomstbestendig Evenwicht: Balanceren tussen divergerende belangen (RAAK-PRO). In dit rapport geven we antwoord op de hoofdvraag: welke interventies, processen en structuren faciliteren 'urban commoning', om te komen tot een meer gebalanceerde ontwikkeling van stedelijke consumptieruimten? Urban commoning is een gedeelde praktijk waarbij belanghebbende rondom een gemeenschappelijke bron samen regels en afspraken ontwikkelen om zo'n plek duurzaam te benutten.

The role of conveners in initiating and/or leading the formation of cross-sector partnerships (CSPs) has received ample attention in the literature on partnership formation. However, what happens when two organizations jointly take up this role? This question is important in many complex partnerships, such as those on sustainable supply chains. We present a qualitative, longitudinal case study explaining how two organizations together convened the formation of a complex cross-sector partnership, and emphasize the changing roles of each organization individually and their shared relationship over time. We analyze how this process of ‘collective convening’ unfolded, how it impacted the collaboration, and how the conveners coped with the tensions brought about by the constellation of collective convening. These tensions manifested at the interorganizational level in the relationship between the two conveners, but were also fed by each convener’s organizational level dynamics, as these dynamics influenced the collective convening process. A paradox perspective is appropriate to analyze the tensions emerging from the collective convening process and the ensuing organizational response strategies. We contribute to the literature on CSPs by introducing and elaborating on the notion of ‘collective convening’, which reflects a reality in complex CSP formation but has remained largely unstudied in the existing literature on convening. Further, we show how conveners bring their organizational level dynamics to the interorganizational level and how these dynamics influence the CSP formation process in positive and negative ways.

Entrepreneurial participation from the neighbourhood is the final report of a two-year action research that investigated how cooperating formal and informal parties can support small-scale entrepreneurship in the Amsterdam neighbourhoods and stimulate participation by people who have unemployment benefits. The study mapped learning conditions for participants and described different types of participants, such as starting with the person instead of the entrepreneurial idea; different creative learning forms; the role of certificates and clear expectations. Three findings from our research turned out to be crucial for the cooperation between parties in this complex setting, looking at the principle of "collaborative governance": making clear agreements; have sufficient resources; and carefully consider which parties are participating. In addition, it appeared important that there is sufficiently clearly shared motivation about which goals the various parties involved want to achieve together; and that there is clarity on how they intend to achieve these goals. It is most natural to follow the dynamics of the neighborhood and invest in it. This could include joint mapping of neighborhood networks by participation professionals to focus more on their development, but also work on innovative financing structures and use people who can be 'boundary spanners' in the neigbourhood networks.

This paper describes how an urban commons is established on the Amsterdam market square Plein ’40-’45, to explain how an experimental learning environment can be a living lab for improving collaborative governance arrangements. We detail how this improvement is facilitated by an experimental learning environment that engages stakeholders in a process where practical solutions are developed and systemic obstacles are addressed and redesigned simultaneously. Our study is guided by the research question: How can an experimental learning environment develop practical solutions as a means to address systemic obstacles and improve collaborative governance arrangements?

Many cities are facing challenges in finding an equilibrium in the use of urban consumption spaces. Urban consumption spaces comprise different sociospatial relationships, bringing together work, consumption, recreation and habitation in a delimited area within the city. This mixed character is a potential source of creative urban quality, but this quality is not always realized, leading to on the one hand 'overheating' in some urban consumption spaces faced with excessive, imbalanced usage, and on the other ‘undercooling’, with declining visitors and vacant lots. We focus on Amsterdam as our living lab, in our aim to develop a new perspective toward reinstating the sociospatial relationships between local community stakeholders and to restore the equilibrium of Amsterdam city center as an urban consumption space. In doing so, we address the research question How do residents, entrepreneurs and visitors perceive ‘hospitality’ in their lived-in experience of Amsterdam as urban consumption space, and how does this contribute to community connectedness?

This paper analyses co-creation in urban living labs through a multi-level network perspective on system innovation. We draw on the case House of Skills, a large, multi-stakeholder living lab aimed at developing a ‘skills-based’ approach towards labour market innovation within the Amsterdam Metropolitan Region. Our analysis helps understand stakeholder dynamics towards system innovation, drawing on an innovative living lab example and taking into consideration the multi-layered structures that comprise the collaboration. Our conceptual framework provides an important theoretical contribution to innovation studies and offers a practical repertoire that can help practitioners improve co-creation of shared value in living labs, towards orchestrating flexible structures that strengthen the impact of their initiatives.

In opdracht van DNWS, Stad & Co en Provincie Noord-Holland hebben de Hogeschool van Amsterdam en de Hogeschool Rotterdam een onderzoek uitgevoerd naar de BIZ (bedrijveninvesteringszone)-regeling in Nederland. Een BIZ is een afgebakend gebied op een bedrijventerrein of in een winkelgebied, waarbij stakeholders met elkaar investeren in een aantrekkelijke en veilige omgeving. Deze regeling bestaat intussen vijf jaar. Een mooi moment om te evalueren. Wat is de ontwikkeling in het aantal BIZ’en in Nederland? Hoeveel actieve BIZ’en zijn er per gemeente? Wat levert een BIZ jaarlijks op? Deze vragen en meer komen terug in het onderzoek.

The workshop aims to understand how a living lab network structures contribute to system innovation. Living labs as system innovation initiatives can substantially alter established network structures. Moreover, structures can undergo alterations through subtle interventions, with impact on the overall outcomes of living labs. To understand how such change occurs, we develop a multilevel network perspective to study collaborations toward system innovation. We take this perspective to help understand living lab dynamics, drawing on innovative examples and taking into consideration the multilayered structures that the collaboration comprises.

Responding effectively and appropriately to large scale natural disaster requires information-driven coordinated action between many different stakeholders. Evidence from one NGO engaged in reconstruction work after the 2015 Nepal earthquake sets out some of the knowledge management practice issues faced by an organization performing this work in a challenging geographical environment with low-connectivity. Key issues are identified and a data gathering tool that encourages data-driven bottom-up development practices is presented.

Introduction: Significant event analysis (SEA) is well established in many primary care settings but can be poorly implemented. Reasons include the emotional impact on clinicians and limited knowledge of systems thinking in establishing why events happen and formulating improvements. To enhance SEA effectiveness, we developed and tested “guiding tools” based on human factors principles. Methods: Mixed-methods development of guiding tools (Personal Booklet—to help with emotional demands and apply a human factors analysis at the individual level; Desk Pad—to guide a team-based systems analysis; and a written Report Format) by a multiprofessional “expert” group and testing with Scottish primary care practitioners who submitted completed enhanced SEA reports. Evaluation data were collected through questionnaire, telephone interviews, and thematic analysis of SEA reports. Results: Overall, 149/240 care practitioners tested the guiding tools and submitted completed SEA reports (62.1%). Reported understanding of how to undertake SEA improved postintervention (P< .001), while most agreed that the Personal Booklet was practical (88/123, 71.5%) and relevant to dealing with related emotions (93/123, 75.6%). The Desk Pad tool helped focus the SEA on systems issues (85/123, 69.1%), while most found the Report Format clear (94/123, 76.4%) and would recommend it (88/123, 71.5%). Most SEA reports adopted a systems approach to analyses (125/149, 83.9%), care improvement (74/149, 49.7), or planned actions (42/149, 28.2%). Discussion: Applying human factors principles to SEA potentially enables care teams to gain a systems-based understanding of why things go wrong, which may help with related emotional demands and with more effective learning and improvement.