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| Author: | Hennestad, B. |
| Title: | Infusing the organization with customer knowledge |
| Journal: | Scandinavian Journal of Management
1999 : MAR, VOL. 15:1, p. 17-42 |
| Index terms: | MANAGEMENT ORGANIZATION CUSTOMERS |
| Language: | eng |
| Abstract: | This article explores the experiences of a company that learned to become more customer oriented. How did the company succeed in generating learning opportunities and learning, which could have a suitable impact on its operations? The company's use of a customer study appeared to create a situation of "unfreeze". It also provided directive information that was used constructively in a participative search. |
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