Early steps in learning about organizational learning in customization settings: A communication perspective

Abstract

Purpose: This study aims to empirically investigate the role of learning for suppliers of individualized customizations from a communication perspective. Design/methodology/approach: Five companies providing individualized customizations are investigated through an in-depth qualitative approach. The empirical material is based on data from five presentations in one workshop and seven interviews. Findings: Four important categories of communication processes between suppliers and customers that stimulate learning were identified: the identification and confirmation of existing knowledge, the identification of knowledge gaps and the creation of new knowledge, the definition of relations and procedures and evaluation and learning. Practical implications: These findings can help suppliers of individualized customizations become aware of the important role of organizational learning in their day-to-day operations and the value of improving as a learning organization. Originality/value: This cross-disciplinary study brings together organizational learning and customization research. It is a study that focuses on communication in customization tasks as a base for learning.