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.
Through the commodification of nature, the framing of the environment as a ‘natural resource’ or ‘ecosystem service’ has become increasingly prominent in international environmental governance. The economic capture approach is promoted by international organizations such as the United Nations Environmental Program (UNEP) through Reducing Emissions from Deforestation and Forest Degradation (REDD), Payments for Ecosystem Services (PES) and The Economics of Ecosystems and Biodiversity (TEEB). This paper will inquire as to how forest protection is related to issues of social and ecological justice, exploring whether forest exploitation based on the top-down managerial model fosters an unequitable distribution of resources. Both top-down and community-based approaches to forest protection will be critically examined and a more inclusive ethical framework to forest protection will be offered. The findings of this examination indicate the need for a renewed focus on existing examples of good practice in addressing both social and ecological need, as well as the necessity to address the less comfortable problem of where compromise appears less possible. The conclusion argues for the need to consider ecological justice as an important aspect of more socially orientated environmental justice for forest protection. https://doi.org/10.1017/S0376892916000436 https://www.linkedin.com/in/helenkopnina/
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Immersive technologies are redefining and revolutionizing the staging of experiences and co-creation of value, implicating the management of customer experiences. However, limited studies have looked at the role of immersive technologies as part of the customer experience management (CXM) process. Incorporating the concepts of experience economy and value co-creation, this study proposes a dynamic CXM framework that highlights the emerging field of immersive technologies like augmented and virtual reality as part of business and marketing research. The framework acts as a guide for researchers and industry practitioners to initiate immersive technology ventures that are rooted in the co-creation and management of customer experiences
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The focus of this project is on improving the resilience of hospitality Small and Medium Enterprises (SMEs) by enabling them to take advantage of digitalization tools and data analytics in particular. Hospitality SMEs play an important role in their local community but are vulnerable to shifts in demand. Due to a lack of resources (time, finance, and sometimes knowledge), they do not have sufficient access to data analytics tools that are typically available to larger organizations. The purpose of this project is therefore to develop a prototype infrastructure or ecosystem showcasing how Dutch hospitality SMEs can develop their data analytic capability in such a way that they increase their resilience to shifts in demand. The one year exploration period will be used to assess the feasibility of such an infrastructure and will address technological aspects (e.g. kind of technological platform), process aspects (e.g. prerequisites for collaboration such as confidentiality and safety of data), knowledge aspects (e.g. what knowledge of data analytics do SMEs need and through what medium), and organizational aspects (what kind of cooperation form is necessary and how should it be financed).Societal issueIn the Netherlands, hospitality SMEs such as hotels play an important role in local communities, providing employment opportunities, supporting financially or otherwise local social activities and sports teams (Panteia, 2023). Nevertheless, due to their high fixed cost / low variable business model, hospitality SMEs are vulnerable to shifts in consumer demand (Kokkinou, Mitas, et al., 2023; Koninklijke Horeca Nederland, 2023). This risk could be partially mitigated by using data analytics, to gain visibility over demand, and make data-driven decisions regarding allocation of marketing resources, pricing, procurement, etc…. However, this requires investments in technology, processes, and training that are oftentimes (financially) inaccessible to these small SMEs.Benefit for societyThe proposed study touches upon several key enabling technologies First, key enabling technology participation and co-creation lies at the center of this proposal. The premise is that regional hospitality SMEs can achieve more by combining their knowledge and resources. The proposed project therefore aims to give diverse stakeholders the means and opportunity to collaborate, learn from each other, and work together on a prototype collaboration. The proposed study thereby also contributes to developing knowledge with and for entrepreneurs and to digitalization of the tourism and hospitality sector.Collaborative partnersHZ University of Applied Sciences, Hotel Hulst, Hotel/Restaurant de Belgische Loodsensociëteit, Hotel Zilt, DM Hotels, Hotel Charley's, Juyo Analytics, Impuls Zeeland.
There's a growing recognition that the mainstream economic system contributes to environmental degradation and climate change. This jeopardizes human prosperity and poses existential risks for all life forms. Not waiting for global politics to solve the problems, Regenerative Placemakers show that we can organize ourselves differently. They engage with realigning human systems to work within planetary boundaries as a well-being economy. However, they face challenges, such as incorporating non-human voices and embracing the complexity of co-creation. Our transdisciplinary, exploratory research project aims to incorporate a lifecentric worldview in the collective transformation process when investigating: What tools, methods, and approaches the Stewards of Place could use to embody the ecosystems thinking and be able to integrate the needs and perspectives of nature in a process of decision-making, such that it is understandable and fitting for different types of contexts? Our research focuses on fostering a post-anthropocentric outlook, where human identity merges with broader ecosystems. Through the development of methodologies, we seek pathways to coexist harmoniously within diverse natural habitats, prioritizing ecosystem health. This perspective fundamentally shifts worldviews, placing ecosystem well-being at the forefront. Our goal is to cultivate an integrated approach to living that acknowledges and respects the interconnectedness of all life forms. Consortium Partners: Practice Partners are Regenerative Placemakers, referred to as Stewards of Place: Impact033's, IMPACT024's, and Oosterhout SDG's Local. Together with WEAllNL, they are optimizing conditions for innovative, regenerative leadership in the "Plekathon” pilot project, which will serve as a Living Lab for this participatory research. Changemaker: Stichting Wellbeing Economy Alliance Nederland (WEAllNL)- Bas Poppel leading development of a learning community of practice. Knowledge Partners: Avans’ Economy in Common Research Group: Lector Dr. Godelieve Spaas and researcher Ewelina Schraven, Miranda van Gendt (Plekmakers_), Luea Ritter (World Ethic Forum), and Nature as an Advisor, Inspiration, and Stakeholder.
INEDIT creates an open innovation European DIT ecosystem for sustainable furniture co-creation. It channels the creativity of consumers, shapes it through designers' professional skills, and makes it viable by leveraging on the expertise of production specialists in order to deliver sustainable, smart and personalized new products in a shorter time to market. INEDIT intends to demonstrate the capacity to turn the well-known 'Do It Yourself' (DIY) approach applied by individuals within FabLabs into a professional approach named 'Do It Together' (DIT).The DIT approach will be applied by customers and professional producers, especially SMEs, for conveying higher customer satisfaction through customer-driven production. DIT is a novel approach capitalizing on the knowledge, creativity and ideas of design and engineering conceptualized by interdisciplinary stakeholders and sometimes even new actors. It is powered by existing European innovation ecosystems shaping new products across EU countries.INEDIT demonstrates the approach through four cross use cases with high societal impact: sustainable wood panels manufacturing and 3D-printing of wood, 3D printing of recycled plastic and 'smartification'.Sustainability and consideration of individual preferences, especially of women and men, will be our guiding thread. INEDIT addresses societal challenges such as contribution to reduce the amount of produced CO2 in focusing on European-wide production, creation and maintenance of EU-wide job opportunities. This will lead to new business opportunities supported by business model innovation.Moreover, these innovative networked local manufacturing competences and production facilities across the EU will solve ethical concerns within the manufacturing network. INEDIT intends to demonstrate, through its twin - digital and physical - platform, the potential innovation around social manufacturing within the circular economy in designing globally while producing locally.
