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A validation Study of House of Quality key performance indicators
The above described aspects of interaction with other members focuses only on virtual aspects. Two
interviewed members noticed the absence of physical meetings. “When organizing an event to bring
people together who for example work in the same sector, will probably increase the feeling to
belong to a certain group”.
Solidarity
In line with the quote above; one of the reasons for people to join a union is the feeling of solidarity
provided by a union. This feeling of solidarity originates from the fact that members join a union for
more or less the same reasons. The feeling of solidarity with the online union can be classified as
small. This is mainly caused by the absence of face-to-face contact between the online union and her
members but is also affected by the nonexistence of virtual and physical interaction possibilities
between members.
Safety
People join the online union to have the certainty that their common interests are represented and
promoted in an effective way. Interviewed members mentioned that due to the broad variety of
subjects handled by the online union there is an increase in uncertainty about a well representation
of their common interests. Some members consider the influence of the online union to be relative
small in comparison to the traditional union.
First-line support
Affective and adequate support to work related issues is expected by members of the online union.
Members expect quick response on questions. It was mentioned that for some questions a database
on the site would be enough. People can find the answer/ solution by themselves without the need
of support by an expert.
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