Service Development from an Organisational Learning Perspective
2006 (English)Conference paper (Refereed)
According to a number of researchers within the field, one could question if the existing service development models actually describes how services are developed and thereby increases the understanding of the phenomenon service development. The aim of this study is therefore to apply a learning perspective on the service development process in order to better understand how services actually are developed. Empirically builds this study on data from eleven company-based case-studies of how small companies develop individually designed services. The findings indicate that the service development process could be described as a process of building up the needed competence to deliver solutions to the customers specific problems. The building of the competence base is where much about individual and organisational learning, in which interaction with actors in the companys environment is of importance.
Place, publisher, year, edition, pages
Service development, small companies, organisational learning, network
Research subject Business Administration
IdentifiersURN: urn:nbn:se:kau:diva-23369OAI: oai:DiVA.org:kau-23369DiVA: diva2:597127
Paper presented at the 9th Quality Management and Organisational Development Conference (QMOD) in Liverpool, 2006