Purpose -The purpose of this paper is to bring new insight into the barriers of service business development in installed base manufacturing companies by studying the transformation from an organisational culture perspective. It proposes a new framework that can be used both in studying the transition and in supporting the change within an organisation. Design/methodology/approach -A case study-based approach was applied together with conceptual work based on literature in order to construct the framework. The study was carried out in two manufacturing companies and the framework was tested on four other occasions. The data collection methods included interviews, organisational culture surveys and workshops. Findings -The paper provides a service culture and capability framework with tentative descriptions of transformations in the basic elements needed to facilitate the significant progress of a service business. It also gives empirical examples of how the transformation can manifest itself in organisational culture.Research limitations/implications -The framework is promising, but further research is needed in terms of theoretical and empirical validation. Practical implications -The paper contributes to supporting the transformation from a product-oriented culture towards a more customer-oriented and service-oriented culture. It suggests that the transformation can be facilitated by exploring and communicating new core task demands and synchronised development of customer relations, management, service development practices and service business understanding. It argues that this is also a possibility for renewing an entire organisation and improving its readiness for the future. Originality/value -This paper offers an essential, but little known organisation culture perspective to the theoretical discussion on industrial service business development.

The purpose of this paper is to empirically study challenges faced by product and service providers when innovating openly with customers in business-to-business (B-to-B) markets. The study aims to fill the research gap of how the challenges vary in different types of customer involvement in innovation. The work applied the qualitative methodology of multiple case studies, and the material was collected in semi-structured interviews with management personnel at 48 companies in Finland and in the Netherlands that are practicing open innovation with their customers in one form or another. For the analysis of challenges identified from the empirical data, a typology of open innovation with customers was built, resulting in four distinct types to categorise product and service providers through their dominant business and innovation logics and related customer involvement. The typology gave the context in which strategic and operational challenges of open innovation with customers were explored. Each of the four types seems to have specific and characteristic challenges of open innovation. The findings of the study will help managers of product and service providers in guiding their open innovation practices with customers in B-to-B markets.

Purpose – The purpose of this paper is to examine how collaborative service development in a public-private citizen innovation network can be approached as an organizational learning process. Although the importance of learning in networks has been highlighted in earlier studies, the actual processes and outcomes have remained less studied, especially in the public service context. Design/methodology/approach – The approach taken is based on the theory of expansive learning. The empirical data were gathered in a qualitative case study that focused on a public service organization developing new activities for unemployed youth. The network around this focal organization consisted of citizens as end-users, private employers and a facilitating consultancy company. Findings – The findings illustrate how and what was learned in the complex network setting and how this learning created potential for collaborative service development in the future. Importantly, the public service organization started to perceive itself as an active agent enhancing collaboration. Research limitations/implications – The study revealed important interfaces between service development, organizational learning, and innovation activities in networks. This observation is in line with the service-dominant logic, particularly with its focus on actor-to-actor relationships in value co-creation. Practical implications – The importance of facilitation – particularly for the emergence of the agency of the focal organization – should be taken into account in the development of networked service innovations. Originality/value – This study illustrates how expansive learning theory may contribute on deepening understanding of the practical collaboration processes, as well as conceptual aims and outcomes of networked service innovations.

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This paper analyses holistic urban housing concepts that combine spatial, social and digital solutions. The analysis is based on qualitative empirical case research, utilizing service-dominant logic approach and recent platform and sharing economy studies in residential context. The research focuses on 1) chosen service concepts to meet the diverse needs of residents, 2) related opportunities of platform and sharing economy, and 3) alternative network models considering life cycle perspective. The results indicate that value creation of housing expands from an apartment to a block providing sustainable base for all local ecosystem actors. While implementation models and applications of platform economy are still emergent, the conceptual frame is proposed for guiding further studies.