Edited by Marika Lüders, University of Oslo and SINTEF, Tor W. Andreassen, NHH Norwegian School of Economics, Simon Clatworthy, Professor in Design, Institute of Design, The Oslo School of Architecture and Design and Tore Hillestad, NHH Norwegian School of Economics, Norway

‘Innovating for Trust is an extensive collection of reflections on the important role of innovation for competitive advantage. The turbulent business environment requires constant change, with creative ideas emerging from multiple sources. The book provides essential guidance for managers about how to ensure future business success through customer- and experience-centric innovation. It tackles innovation from the perspectives of service design, business models, co-creation and commercialization. For scholars, the book provides a comprehensive overview of multidisciplinary approaches to innovation written by some of the leading experts in the field.'

• Contents:1. Innovating for trustMarika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore HillestadPart I Trust and service innovation2. Trust and service innovationSiv E. Rosendahl Skard3. Trust, risk and self-service technologies: Suggestions for future researchHerbjørn Nysveen and Siv E. Rosendahl Skard4. Digital risk and customers’ acceptance of self-service innovations: The role of online benefits and corporate trustworthinessSiv E. Rosendahl Skard and Herbjørn NysveenPart II Futures thinking5. Trust in the future; futures thinking as a capability for service innovationDaniel Nordstad Grönquist6. Transforming towards innovative culture by using customer-centric scenarios and service concepts Birgitte Yttri, Annita Fjuk, Daniel Grönquist and Tore Hillestad7. Creating actionable future narrativesCamilla A.C. TepfersPart III Building trust through business model innovation8. Designing experience-centric business models: What do they look like and how do they influence trust?Tina Saebi, Herbjørn Nysveen, Mohammad Touhid Hossain and Annita Fjuk9. Business model innovation in the retail industry: a service system perspectivePer Egil Pedersen, Birgit Apenes Solem, Kristin Bentsen10. Designing Sustainable Business ModelsSveinung Jørgensen and Lars Jacob Tynes PedersenPart IV Service design11. Service design thinkingSimon Clatworthy12. Strengthening customer relationships through customer journey analysisRagnhild Halvorsrud and Knut Kvale13. Building brand trust through customers’ experienceMauricy Motta-Filho14. Prototyping for trustJohan Blomkvist15. The role of service design leadership in creating added customer valueJudith Gloppen, Annita Fjuk and Simon ClatworthyPart V Co-creating services16. From participatory design to co-creationAsbjørn Følstad17. Crowdsourcing for innovation: companies as trusteesMarika Lüders 18. Co-creation for innovation: why do customers get involved?Dimitra Chasanidou and Amela Karahasanović Part VI The innovative organization19. Developing innovative organizational cultureTore Hillestad20. Transformational leadership in customer centric organizations and the need for strategic foresightWilliam Brochs-Haukedal 21. Leadership, trust and UX design: A regulatory focus perspectiveTherese Kobbeltvedt Part VII Commercializing innovations22. Overcoming resistance to adopt innovations: softening innovation resistance through trusting beliefsHerbjørn Nysveen and Per Kristensson23. Why customers do and do not switch Per Kristensson, Herbjørn Nysveen and Helge Thorbjørnsen24. Launching innovationsHelge Thorbjørnsen25. Innovation economicsTor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev26. Concluding remarksTor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika LüdersIndex

Edited by Marika Lüders, University of Oslo and SINTEF, Tor W. Andreassen, NHH Norwegian School of Economics, Simon Clatworthy, Professor in Design, Institute of Design, The Oslo School of Architecture and Design and Tore Hillestad, NHH Norwegian School of Economics, Norway

‘Innovating for Trust is an extensive collection of reflections on the important role of innovation for competitive advantage. The turbulent business environment requires constant change, with creative ideas emerging from multiple sources. The book provides essential guidance for managers about how to ensure future business success through customer- and experience-centric innovation. It tackles innovation from the perspectives of service design, business models, co-creation and commercialization. For scholars, the book provides a comprehensive overview of multidisciplinary approaches to innovation written by some of the leading experts in the field.'

• Contents:1. Innovating for trustMarika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore HillestadPart I Trust and service innovation2. Trust and service innovationSiv E. Rosendahl Skard3. Trust, risk and self-service technologies: Suggestions for future researchHerbjørn Nysveen and Siv E. Rosendahl Skard4. Digital risk and customers’ acceptance of self-service innovations: The role of online benefits and corporate trustworthinessSiv E. Rosendahl Skard and Herbjørn NysveenPart II Futures thinking5. Trust in the future; futures thinking as a capability for service innovationDaniel Nordstad Grönquist6. Transforming towards innovative culture by using customer-centric scenarios and service concepts Birgitte Yttri, Annita Fjuk, Daniel Grönquist and Tore Hillestad7. Creating actionable future narrativesCamilla A.C. TepfersPart III Building trust through business model innovation8. Designing experience-centric business models: What do they look like and how do they influence trust?Tina Saebi, Herbjørn Nysveen, Mohammad Touhid Hossain and Annita Fjuk9. Business model innovation in the retail industry: a service system perspectivePer Egil Pedersen, Birgit Apenes Solem, Kristin Bentsen10. Designing Sustainable Business ModelsSveinung Jørgensen and Lars Jacob Tynes PedersenPart IV Service design11. Service design thinkingSimon Clatworthy12. Strengthening customer relationships through customer journey analysisRagnhild Halvorsrud and Knut Kvale13. Building brand trust through customers’ experienceMauricy Motta-Filho14. Prototyping for trustJohan Blomkvist15. The role of service design leadership in creating added customer valueJudith Gloppen, Annita Fjuk and Simon ClatworthyPart V Co-creating services16. From participatory design to co-creationAsbjørn Følstad17. Crowdsourcing for innovation: companies as trusteesMarika Lüders 18. Co-creation for innovation: why do customers get involved?Dimitra Chasanidou and Amela Karahasanović Part VI The innovative organization19. Developing innovative organizational cultureTore Hillestad20. Transformational leadership in customer centric organizations and the need for strategic foresightWilliam Brochs-Haukedal 21. Leadership, trust and UX design: A regulatory focus perspectiveTherese Kobbeltvedt Part VII Commercializing innovations22. Overcoming resistance to adopt innovations: softening innovation resistance through trusting beliefsHerbjørn Nysveen and Per Kristensson23. Why customers do and do not switch Per Kristensson, Herbjørn Nysveen and Helge Thorbjørnsen24. Launching innovationsHelge Thorbjørnsen25. Innovation economicsTor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev26. Concluding remarksTor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika LüdersIndex

Edited by Marika Lüders, University of Oslo and SINTEF, Tor W. Andreassen, NHH Norwegian School of Economics, Simon Clatworthy, Professor in Design, Institute of Design, The Oslo School of Architecture and Design and Tore Hillestad, NHH Norwegian School of Economics, Norway

‘Innovating for Trust is an extensive collection of reflections on the important role of innovation for competitive advantage. The turbulent business environment requires constant change, with creative ideas emerging from multiple sources. The book provides essential guidance for managers about how to ensure future business success through customer- and experience-centric innovation. It tackles innovation from the perspectives of service design, business models, co-creation and commercialization. For scholars, the book provides a comprehensive overview of multidisciplinary approaches to innovation written by some of the leading experts in the field.'

• Contents:1. Innovating for trustMarika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore HillestadPart I Trust and service innovation2. Trust and service innovationSiv E. Rosendahl Skard3. Trust, risk and self-service technologies: Suggestions for future researchHerbjørn Nysveen and Siv E. Rosendahl Skard4. Digital risk and customers’ acceptance of self-service innovations: The role of online benefits and corporate trustworthinessSiv E. Rosendahl Skard and Herbjørn NysveenPart II Futures thinking5. Trust in the future; futures thinking as a capability for service innovationDaniel Nordstad Grönquist6. Transforming towards innovative culture by using customer-centric scenarios and service concepts Birgitte Yttri, Annita Fjuk, Daniel Grönquist and Tore Hillestad7. Creating actionable future narrativesCamilla A.C. TepfersPart III Building trust through business model innovation8. Designing experience-centric business models: What do they look like and how do they influence trust?Tina Saebi, Herbjørn Nysveen, Mohammad Touhid Hossain and Annita Fjuk9. Business model innovation in the retail industry: a service system perspectivePer Egil Pedersen, Birgit Apenes Solem, Kristin Bentsen10. Designing Sustainable Business ModelsSveinung Jørgensen and Lars Jacob Tynes PedersenPart IV Service design11. Service design thinkingSimon Clatworthy12. Strengthening customer relationships through customer journey analysisRagnhild Halvorsrud and Knut Kvale13. Building brand trust through customers’ experienceMauricy Motta-Filho14. Prototyping for trustJohan Blomkvist15. The role of service design leadership in creating added customer valueJudith Gloppen, Annita Fjuk and Simon ClatworthyPart V Co-creating services16. From participatory design to co-creationAsbjørn Følstad17. Crowdsourcing for innovation: companies as trusteesMarika Lüders 18. Co-creation for innovation: why do customers get involved?Dimitra Chasanidou and Amela Karahasanović Part VI The innovative organization19. Developing innovative organizational cultureTore Hillestad20. Transformational leadership in customer centric organizations and the need for strategic foresightWilliam Brochs-Haukedal 21. Leadership, trust and UX design: A regulatory focus perspectiveTherese Kobbeltvedt Part VII Commercializing innovations22. Overcoming resistance to adopt innovations: softening innovation resistance through trusting beliefsHerbjørn Nysveen and Per Kristensson23. Why customers do and do not switch Per Kristensson, Herbjørn Nysveen and Helge Thorbjørnsen24. Launching innovationsHelge Thorbjørnsen25. Innovation economicsTor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev26. Concluding remarksTor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika LüdersIndex