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.
The central thesis of this book is that access to information represents a vital aspect of contemporary society, encompassing participation, accountability, governance, transparency, the production of products, and the delivery of services. This view is widely shared, with commentators and scholars agreeing that access to information is a key factor in maintaining societal and economic stability. However, having access to information does not guarantee its accessibility. Assuming that information is (cognitively) interpretable is incorrect, as many practical examples illustrate. In the first chapter, this book offers insights into the challenge of access to information in a digitalized world. The concepts of access and accessibility are addressed, elucidating their meanings and delineating the ways in which they are influenced by the exponential growth of information. It examines how information technology introduces a novel access paradox. The second chapter examines the challenges to access to and accessibility of information in a digitalized, hybrid world where code may be law, where there is an inescapable loss of privacy, where doing business opens and restricts access, where literacy is a necessity to survive ‘digital divides,’ and where environmental concerns may have an adverse effect on high expectations. The third chapter presents a review of theoretical approaches to access and accessibility from seven different research perspectives: information access disparity, information seeking, information retrieval, information quality, information security, information management, and archives management. Six approaches to information access and accessibility are identified: [1] social, economic, and political participation; [2] ‘smart’ and evolving technology; [3] power and control; [4] sense-making; [5] knowledge representations, and [6] information survival. The fourth chapter addresses the bottlenecks and requirements for information access and accessibility, culminating in a checklist for organizations to assess these requirements within their own business processes. In the fifth chapter, some perspectives on artificial intelligence and the future of information access are presented. The sixth chapter represents an attempt to draw conclusions and to bring this book to a close.
Like a marker pen on a map, the Covid-19 pandemic drastically highlighted the persisting existence of borders that used to play an ever decreasing role in people´s perception and behavior over the last decades. Yes, inner European borders are open in normal times. Yes, people, goods, services and ideas are crossing the border between Germany and the Netherlands freely. Yet we see that the border can turn into a barrier again quickly and effectively and it does so in many dimensions, some of them being not easily visible. Barriers hinder growth, development and exchange and in spite of our progress in creating a borderless Europe, borders still create barriers in many domains. Differing labor law, social security and tax systems, heterogeneous education models, small and big cultural differences, language barriers and more can impose severe limitations on people and businesses as they cross the border to travel, shop, work, hire, produce, buy, sell, study and research. Borders are of all times and will therefore always exist. But as they did so for a long time, huge opportunities can be found in overcoming the barriers they create. The border must not necessarily be a dividing line between two systems. It has the potential to become a center of growth and progress that build on joint efforts, cross-border cooperation, mutual learning and healthy competition. Developing this inherent potential of border regions asks for politics, businesses and research & education on both sides of the border to work together. The research group Cross-Border Business Development at Fontys University of Applied Science in Venlo conducts applied research on the impact of the national border on people and businesses in the Dutch-German border area. Students, employees, border commuters, entrepreneurs and employers all face opportunities as well as challenges due to the border. In collaboration with these stakeholders, the research chair aims to create knowledge and provide solutions towards a Dutch-German labor market, an innovative Dutch-German borderland and a futureproof Cross-Border economic ecosystem. This collection is not about the borderland in times of COVID-19. Giving meaning to the borderland is an ongoing process that started long before the pandemic and will continue far beyond. The links that have been established across the border and those that will in the future are multifaceted and so are the topics in this collection. Vincent Pijnenburg outlines a broader and introductory perspective on the dynamics in the Dutch-German borderland.. Carla Arts observes shopping behavior of cross-border consumers in the Euregion Rhine-Meuse-North. Jan Lucas explores the interdependencies of the Dutch and German economies. Jean Louis Steevensz presents a cross-border co-creation servitization project between a Dutch supplier and a German customer. Vincent Pijnenburg and Patrick Szillat analyze the exitence of clusters in the Dutch-German borderland. Christina Masch and Janina Ulrich provide research on students job search preferences with a focus on the cross-border labor market. Sonja Floto-Stammen and Natalia Naranjo-Guevara contribute a study of the market for insect-based food in Germany and the Netherlands. Niklas Meisel investigates the differences in the German and Dutch response to the Covid-19 crisis. Finally, Tolga Yildiz and Patrick Szillat show differences in product-orientation and customer-orientation between Dutch and German small and medium sized companies. This collection shows how rich and different the links across the border are and how manifold the perspectives and fields for a cross-border approach to regional development can be. This publication is as well an invitation. Grasping the opportunities that the border location entails requires cooperation across professional fields and scientific disciplines, between politics, business and researchers. It needs the contact with and the contribution of the people in the region. So do what we strive for with our cross-border research agenda: connect!
