Innovating for Trust

Contents:

1. Innovating for trust
Marika Lueders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad

Part I Trust and service innovation
2. Trust and service innovation
Siv E. Rosendahl Skard

3. Trust, risk and self-service technologies: Suggestions for future research
Herbjorn Nysveen and Siv E. Rosendahl Skard

4. Digital risk and customers' acceptance of self-service innovations: The role of online benefits and corporate trustworthiness
Siv E. Rosendahl Skard and Herbjorn Nysveen

Part II Futures thinking
5. Trust in the future; futures thinking as a capability for service innovation
Daniel Nordstad Groenquist

6. Transforming towards innovative culture by using customer-centric scenarios and service concepts
Birgitte Yttri, Annita Fjuk, Daniel Groenquist and Tore Hillestad

7. Creating actionable future narratives
Camilla A.C. Tepfers

Part III Building trust through business model innovation
8. Designing experience-centric business models: What do they look like and how do they influence trust?
Tina Saebi, Herbjorn Nysveen, Mohammad Touhid Hossain and Annita Fjuk

9. Business model innovation in the retail industry: a service system perspective
Per Egil Pedersen, Birgit Apenes Solem, Kristin Bentsen

10. Designing Sustainable Business Models
Sveinung Jorgensen and Lars Jacob Tynes Pedersen

Part IV Service design
11. Service design thinking
Simon Clatworthy

12. Strengthening customer relationships through customer journey analysis
Ragnhild Halvorsrud and Knut Kvale

13. Building brand trust through customers' experience
Mauricy Motta-Filho

14. Prototyping for trust
Johan Blomkvist

15. The role of service design leadership in creating added customer value
Judith Gloppen, Annita Fjuk and Simon Clatworthy

Part V Co-creating services
16. From participatory design to co-creation
Asbjorn Folstad

17. Crowdsourcing for innovation: companies as trustees
Marika Lueders

18. Co-creation for innovation: why do customers get involved?
Dimitra Chasanidou and Amela Karahasanovic

Part VI The innovative organization
19. Developing innovative organizational culture
Tore Hillestad

20. Transformational leadership in customer centric organizations and the need for strategic foresight
William Brochs-Haukedal

21. Leadership, trust and UX design: A regulatory focus perspective
Therese Kobbeltvedt

Part VII Commercializing innovations
22. Overcoming resistance to adopt innovations: softening innovation resistance through trusting beliefs
Herbjorn Nysveen and Per Kristensson

23. Why customers do and do not switch
Per Kristensson, Herbjorn Nysveen and Helge Thorbjornsen

24. Launching innovations
Helge Thorbjornsen

25. Innovation economics
Tor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev

26. Concluding remarks
Tor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika Lueders

Index

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• Ética dos negócios
• Inovação empresarial

Innovation; trust; customer-centricity; service-design; customer experience; business-model innovation