Social Networks, Social Learning and Service Systems Improvement

Andrew Sense and Matthew Pepper

Asia Pacific Journal of Public Administration, 2012, vol. 34, issue 1, 95-111

Abstract: This article illustrates and qualitatively explores the value of understanding the social networks present in a service operation through a case study of a local government service network that manages regional development applications. It also examines how social learning underpins service systems performance improvement and how it is instrumental in creating a richer environment for ongoing service network innovation and development. It is argued that gaining a better understanding of these social networks and the social learning potential in a system offers substantial and highly practitioner-friendly avenues to progress service systems capability development. These findings clearly place an emphasis on developing the human and social aspects of service systems and also provide human-centred points of departure for researchers examining more holistic service systems theory development.

Date: 2012
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DOI: 10.1080/23276665.2012.10779389

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