Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications
Knowledge transfer between customers and managers is an important source of new ideas for innovation in the service industries. In cross-border regions, inter-cultural interactions engender but also constrain knowledge transfers between actors even when actors share similar economic and technologica...
Published in: | Scandinavian Journal of Hospitality and Tourism |
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Online Access: | https://doi.org/10.1080/15022250.2016.1244587 |
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ftusurrey:oai:epubs.surrey.ac.uk:821052 2023-05-15T16:32:55+02:00 Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications Williams, AM Weidenfeld, A Bjork, P 2016-11-04 https://doi.org/10.1080/15022250.2016.1244587 unknown Routledge http://epubs.surrey.ac.uk/821052/ 10.1080/15022250.2016.1244587 Williams, AM, Weidenfeld, A and Bjork, P (2016) Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications Scandinavian Journal of Hospitality and Tourism, 16 (Supple). pp. 66-86. doi:10.1080/15022250.2016.1244587 Article NonPeerReviewed 2016 ftusurrey https://doi.org/10.1080/15022250.2016.1244587 2020-01-30T23:13:51Z Knowledge transfer between customers and managers is an important source of new ideas for innovation in the service industries. In cross-border regions, inter-cultural interactions engender but also constrain knowledge transfers between actors even when actors share similar economic and technological knowledge bases. This theme is explored through an analysis of cognitive and cultural proximity between service managers and customers from “the other side” in a European cross-border region where the constituent regions have broadly similar national cultures: Tornio-Haparanda on the border between Finland and Sweden. Semi-structured in-depth interviews with 19 Swedish and Finnish managers of small and micro businesses serving customers from both sides were undertaken to gauge their perceptions of the impact of cultural and cognitive proximity to customers on learning interactions. The study adds to the emerging literature in this field by identifying seven elements of cognitive and cultural proximity including mentality, ways of solving problems, conservatism, shared language, focus on contextualised details, mentality, and use of similar technologies. It is also original for suggesting some the implications for the possible impacts of perceived cultural and cognitive proximity on cross-border knowledge transfer between customers and managers. Article in Journal/Newspaper Haparanda University of Surrey, Guildford: Surrey Scholarship Online. Haparanda ENVELOPE(24.137,24.137,65.835,65.835) Tornio ENVELOPE(24.147,24.147,65.848,65.848) Scandinavian Journal of Hospitality and Tourism 16 sup1 66 86 |
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University of Surrey, Guildford: Surrey Scholarship Online. |
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Knowledge transfer between customers and managers is an important source of new ideas for innovation in the service industries. In cross-border regions, inter-cultural interactions engender but also constrain knowledge transfers between actors even when actors share similar economic and technological knowledge bases. This theme is explored through an analysis of cognitive and cultural proximity between service managers and customers from “the other side” in a European cross-border region where the constituent regions have broadly similar national cultures: Tornio-Haparanda on the border between Finland and Sweden. Semi-structured in-depth interviews with 19 Swedish and Finnish managers of small and micro businesses serving customers from both sides were undertaken to gauge their perceptions of the impact of cultural and cognitive proximity to customers on learning interactions. The study adds to the emerging literature in this field by identifying seven elements of cognitive and cultural proximity including mentality, ways of solving problems, conservatism, shared language, focus on contextualised details, mentality, and use of similar technologies. It is also original for suggesting some the implications for the possible impacts of perceived cultural and cognitive proximity on cross-border knowledge transfer between customers and managers. |
format |
Article in Journal/Newspaper |
author |
Williams, AM Weidenfeld, A Bjork, P |
spellingShingle |
Williams, AM Weidenfeld, A Bjork, P Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
author_facet |
Williams, AM Weidenfeld, A Bjork, P |
author_sort |
Williams, AM |
title |
Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
title_short |
Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
title_full |
Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
title_fullStr |
Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
title_full_unstemmed |
Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
title_sort |
cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications |
publisher |
Routledge |
publishDate |
2016 |
url |
https://doi.org/10.1080/15022250.2016.1244587 |
long_lat |
ENVELOPE(24.137,24.137,65.835,65.835) ENVELOPE(24.147,24.147,65.848,65.848) |
geographic |
Haparanda Tornio |
geographic_facet |
Haparanda Tornio |
genre |
Haparanda |
genre_facet |
Haparanda |
op_relation |
http://epubs.surrey.ac.uk/821052/ 10.1080/15022250.2016.1244587 Williams, AM, Weidenfeld, A and Bjork, P (2016) Cognitive and cultural proximity between service managers and customers in cross-border regions: knowledge transfer implications Scandinavian Journal of Hospitality and Tourism, 16 (Supple). pp. 66-86. doi:10.1080/15022250.2016.1244587 |
op_doi |
https://doi.org/10.1080/15022250.2016.1244587 |
container_title |
Scandinavian Journal of Hospitality and Tourism |
container_volume |
16 |
container_issue |
sup1 |
container_start_page |
66 |
op_container_end_page |
86 |
_version_ |
1766022651258601472 |