Infusing the organisation with customer knowledge

Trust for accounting and accounting for trust

“…When crises arise, they are generally accompanied by phases of disorientation and then reorientation, during which individuals and organisations initially face a cultural mismatch -a knowledge gap (Haerem et al, 1996;Hennestad, 1999) -as their available knowledge does not help them cope with the crisis which has to be faced. In such instances, if a solution is found and it continues to be successful, it can become institutionalised in organisational rules and routines.…”

Making and managing organisational knowledge(s)

“…(pp. 331-332) The role of inscriptions in constructing knowledges is further illustrated by Hennestad (1999). Hennestad examined the emergence of newly constituted customer knowledge in a business servicing copy machines, relating this to three processes: first, breaking with past understandings of the customer; second, facilitating the creation of alternative customer knowledge; and, third, the use of new customer knowledge.…”

A Study of the Causes of User Dissatisfaction in Academic Libraries: A Case of University Students in a Developing Country

“…No libraries can satisfy the needs of their users without a good understanding of what the user needs and expectations are. As Hennestad (1999) stated, collaboration between providers and customers can lead to a mutual understanding of the customers' needs and desires, as well as an understanding of the technological opportunities. Chang et al (2003) reported that companies which exhibit a customer orientation, by being alert regarding the needs of customers, would achieve better performance.…”