A learning perspective for managing service innovation process in a value network

The objective of this paper is to describe a new networked and customer-oriented way for service development in business to municipal context, especially from the private service provider’s learning perspective. The study was carried out as a case study within Finnish value network of an ICT company, municipal organization and citizens. The study firstly produced a conclusion that the ICT company is undergoing the kind of transition that calls for a profound learning process in the organization, at the operational as well as the strategic level, which changes the organizational culture. Secondly it offers evidence how the traditional roles in producing innovations are changing and that the ICT service providers can work as coordinators of the service innovation processes in the service value network context. There is also a need to find more rapid, open and user-oriented ways to develop services in and between the private and public sector and the end-users. Thus the study provides new insights from practice to theoretical discussion in managing and organizing service innovation processes more interactively in a value network.