The purpose of this paper is to gain deeper insight into the practical judgements we are making together in ongoing organizational life when realizing a complex innovative technical project for a customer and so enrich the understanding of how customer orientation emerges in an organization. The outcome contributes to the knowledge of implementing customer orientation in an organization as according to literature (Saarijärvi, Neilimo, Närvänen, 2014 and Van Raaij and Stoelhorst, 2008) the actual implementation process of customer orientation is not that well understood. Saarijärvi, Neilimo and Närvänen (2014) noticed a shift from measuring the antecedents of customer orientation and impact on company performance, towards a better understanding how customer orientation is becoming in organizations. A different way of putting the customer at the center of attention can be found in taking our day-to-day commercial experience seriously, according to the complex responsive process approach, a theory developed by Stacey, Griffin and Shaw (2000). The complex responsive processes approach differs from a systems thinking approach, because it focuses on human behavior and interaction. This means that the only agents in a process are people and they are not thought of as constituting a system (Groot, 2007). Based on a narrative inquiry, the objective is to convey an understanding of how customer orientation is emerging in daily organizational life. Patterns of interaction between people are investigated, who work in different departments of an organization and who have to fulfill customer requirements. This implies that attention is focused towards an understanding in action, which is quite distinct from the kind of cognitive and intellectual understanding that dominates organisational thought. The reflection process resulting from this analysis is located in a broader discourse of management theory.
This paper deals with Rural Tourism in Twente. A comparison is made between Twente and several other regions in The Netherlands. Economic results like Employment and the development in Tourism over the last few years is taken into the comparison. It becomes clear that Twente is a region with a well-developed rural tourism infrastructure, supported by several tourism initiative boards and local communities, which a marketing strategy to attract middle aged and elderly persons, looking for an active and educational holiday. In region marketing, the focus is clearly on the rural tourism possibilities of Twente.
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Client: atmosfair Product: Gössling, S., Lohmann, M., Peeters, P., & Eijgelaar, E. (2011). Das Reiseverhalten der Deutschen 2020: Wege zur Emissionsreduktion im Tourismus im Einklang mit der deutschen Klimapolitik. Berlin, Germany: atmosfair. (still unpublished)
Client: European Institute of Innovation and Technology (EIT) The European Institute of Innovation & Technology, a body of the European Union founded to increase European sustainable growth and competitiveness, has set up a number of Knowledge and Innovation Communities (KIC). One of these Communities is on climate change (Climate-KIC). In 2013, Climate-KIC in the Netherlands approved funding for the IMPACT project (IMPlementation & Adoption of Carbon footprint in Tourism travel packages). This ‘pathfinder’ project aimed to assess the viability of and market for a comprehensive carbon calculator. Such a calculator would enable enterprises in the wider travel industry to determine the carbon dioxide emissions, the main cause for climate change, of tourism products and include ‘carbon management’ in their overall policy and strategy. It is generally expected the cost for fuel and carbon will significantly rise in the near en medium future. The calculator will not only cover flights, but also other transport modes, local tourism activities and accommodations. When this pathfinder project finds interest for carbon management within the sector, we aim to start a much larger follow-up project that will deliver the calculator and tools. The IMPACT project was coordinated by the research institute Alterra Wagenigen UR, the Netherlands. Partners were: - Schiphol Airport Group, Amsterdam, The Netherlands- Technical University Berlin, Germany- TEC Conseil, Marseille, France- TUI Netherlands, Rijswijk, The Netherlands- NHTV Breda University for Applied Sciences, The NetherlandsThe project ran from September 2013 to February 2014.
JEWELS TOUR is a 4-year project funded by Interreg Europe and dealing with the valorisation of Jewish Cultural Heritage (JCH) in some European cities (Ferrara in Italy, Coimbra in Portugal, Erfurt in Germany, Lublin in Poland, Riga in Latvia, Ośrodek in Poland). Jewish cultural heritage is an integral part of the shared cultural heritage in Europe, and initiatives such as this project bring local stakeholders from different parts of Europe together to investigate the common responsibility of protecting tangible and intangible Jewish heritage. Across Europe, municipalities and local organizations recognize a need to make Jewish heritage accessible, and to do so in a sustainable way, that is in a way that benefit locals as well as visitors, with attention to economic as well as cultural and social benefits. The project aims is to devise policy instruments to promote Jewish cultural heritage, hereby including also digital ones, when possible. Technology is seen as an instrument to collect and share stories with equity, hereby also exploiting the emerging Collaborative Cloud for Cultural Heritage that is promoted at European level.Societal IssueCultural heritage has been increasingly recognised as a strategic asset for an inclusive and sustainable development across Europe, due to its capacity to promote diversity and intercultural dialogue, while contributing to a stronger sense of belonging and mutual respect. The JEWELS TOUR project addresses the challenge of Jewish Cultural Heritage (JCH) discontinuity, reflecting both in a low level of investments and connection between heritage resources and local/regional productive sectors, as well as in the attractiveness regarding the promotion of JC assets as drivers for sustainable tourism and regional development.Benefit to societyIn recent years, Cultural Heritage has been increasingly recognised as a strategic resource for a sustainable and peaceful Europe, due to its capacity to promote diversity and intercultural dialogue, while contributing to a stronger sense of belonging and mutual respect . At EU level, cultural investments are considered as key drivers of territorial development and social cohesion, and as essential elements leading to the promotion of social innovation. JEWELS TOUR contributes to sustainable tourism and social innovation by revaluing Europe’s JCH, reinforcing the sense of belonging and cultural diversity in Europe.Collaborating partnersFerrara Municipality Italy, Breda University of Applied Sciences Advisory Partner Netherlands, Ośrodek "Brama Grodzka - Teatr NN" Partner Poland, Coimbra Municipality Partner Portugal, City of Erfurt Partner Germany, Riga Investment and Tourism Agency Partner Latvia, Lublin Municipality Partner Poland.
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