Changes in production and consumption patterns are a crucial element in advancing the sustainability agenda. Many companies are now contributing to such efforts through a focus on sustainable innovation when developing new products and services. However, problematically, many such products fail as consumers reject them in the marketplace. User integration in product development is a well-suited approach to increase the usability and the marketability of new products. This book asks the following question: under what conditions can companies trigger sustainability-oriented organizational learning processes by integrating consumers in product development? The author analyses this question by studying a new approach called INNOCOPE (Innovating through consumer-integrated product development). The analysis is based on a process model of organizational learning, distinguishing different learning phases and related boundary-spanning activities. The case study shows that boundary spanning and communication with external actors may directly affect almost all phases of the organizational learning process. Depending on the organizational learning phase, specific boundary-spanning activities are identified that can be characterized as outside-in, inside-in or inside-out directed processes. Moreover, the book describes supportive conditions for user integration with regard to the company, the product, the users involved and the communication process, and provides managerial recommendations. User Integration in Sustainable Product Development sheds new light on the interaction between companies and users in innovation processes and how they relate to sustainable product development. Its focus on organizational learning at and across the boundaries of companies is original, stimulating, improves our understanding of user-producer interactions and distinguishes the book from other publications on the market. The book provides a hugely comprehensive overview of user integration in innovation processes: its advantages, problems and weaknesses, and the methods in which it is currently applied. This, along with a systematic analysis of organisational learning provides the reader with a complete understanding of what has to be considered when studying user-producer interactions from a company perspective and provides the basis for further improvements and company strategies to advance the take-up of sustainable products. The book will be essential reading for academics and practitioners involved with organizational learning, innovation studies, sustainable design and product development, and marketing.

Ein wichtiges Ziel okologischer Modernisierung ist die Verbindung umweltfreundlichen Wirtschaftens mit einer Verbesserung der Wettbewerbsfahigkeit. Zentrale Instrumente in diesem Kontext sind Standards fur Umweltmanagementsysteme, wie beispielsweise das EG-Oko-Audit (EMAS). Wahrend das Kosten-Nutzen-Verhaltnis von EMAS bereits erforscht wurde, sind die Innovations- und Wettbewerbswirkungen bislang noch nicht systematisch untersucht worden. Diese Forschungslucke wird in dieser Studie mit Tiefenfallstudien und einer telefonischen Breitenbefragung geschlossen.

Aus der Studie des ZEW und des IOW lasst sich fur Unternehmen die Handlungsempfehlung ableiten, durch Verzahnung von Umwelt- und Innovationsmanagement ihre Wettbewerbsfahigkeit zu starken. Entscheidend ist die F&E-Abteilung, die an der Weiterentwicklung von EMAS beteiligt werden sollte, um eine starkere Verknupfung zu produktbezogenen und strategischen Fragestellungen zu erreichen."

Operations and management principles for contact centres is the first SAQA-aligned, academic title on contact centre operations, produced by a collective of professionals representing the academic dimension of the contact centre industry in South Africa. Contact centre operations is a relatively new industry. Several South African agencies, institutes, organisations and professional bodies are promoting and developing it in order to satisfy international and national market demands. Accordingly, additional information, knowledge and experience are needed to improve on how organisations integrate core business processes into these centres. In response to this need the industry is now being represented in higher education. Extensive supplementary material has been created to go with the main text. A CD enclosed with the title contains material for the student/CSR, which includes a comprehensive set of questions, role-plays, assignments and an industry-specific dictionary. The lecturer support material, which includes industry-specific video clips, the answers to the student questions and the industry.