| Abstract [eng] |
It could be said that knowledge definition depends on point of view, context, etc., Knowledge – based customers can be identified as active strategic partners while creating sustainable environment and additional value. Knowledge management as well as customer knowledge management concepts are interdisciplinary continues processes. Customer knowledge management includes customers and organizations while paying attention to knowledge and management context (for example, cultural). Its processes usually involves processes like exchanging knowledge (including organizational learning), customer knowledge flows, which is based on knowledge from, for and about customer and value-creation for customer. These years, avoidance of municipal waste and its recycling becomes relevant due to increasing amounts of rubbish. On the other hand, it might come from sustainable development approach. There has been found researches done on why customers in Lithuania do not recycle, however none of them did include what consumers know about recycling and how it is managed. This paper aims to reveal how customer knowledge about municipal waste management is being managed. Qualitative interviews shows that customer knowledge is not being managed efficiently and effectively. Firstly, there are still improvements on infrastructure required (and they are being planned by Kaunas Municipal). Secondly, there is not enough involvement from customers. Thirdly, since recycling rates in Kaunas and Lithuania are still low, there is not enough encouragement to recycle in public. Finally, it seems that in customer knowledge management in relation to municipal waste management in Kaunas is lacking concrete aims (apart from the ones the government sets) and team working among those who are responsible for generating waste, organizing infrastructure, municipal waste pickups and recycling. |
