Innovating for Trust

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.' --Kristina Heinonen, Hanken School of Economics, Finland'Innovating for Trust addresses exceptionally important aspects of innovation and adoption that are all too often ignored: the riskiness of both. They are risks that can only be ameliorated by trust - shared, relational and institutionalized understandings. The authors and editors address and adroitly stitch together considerations of the diverse aspects of interactions that are simultaneously influenced by and influence trust in a manner that is accessible and usable by researchers and practitioners alike. I highly recommend it for both.' --Stephen L. Vargo, University of Hawai'i at Manoa, US

Edited by Marika Lders, 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

Contents: 1. Innovating for trust Marika Lders, 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 Herbjrn 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 Herbjrn Nysveen Part II Futures thinking 5. Trust in the future; futures thinking as a capability for service innovation Daniel Nordstad Grnquist 6. Transforming towards innovative culture by using customer-centric scenarios and service concepts Birgitte Yttri, Annita Fjuk, Daniel Grnquist 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, Herbjrn 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 Jrgensen 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 Asbjrn Flstad 17. Crowdsourcing for innovation: companies as trustees Marika Lders 18. Co-creation for innovation: why do customers get involved? Dimitra Chasanidou and Amela Karahasanovi 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 Herbjrn Nysveen and Per Kristensson 23. Why customers do and do not switch Per Kristensson, Herbjrn Nysveen and Helge Thorbjrnsen 24. Launching innovations Helge Thorbjrnsen 25. Innovation economics Tor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev 26. Concluding remarks Tor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika Lders Index