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Innovating for trust [electronic resource] / [edited by] Marika Luders, Tor W. Andreassen, Simon Clatworthy.

Contributor(s): Material type: TextTextPublication details: Northampton, MA : Edward Elgar Publishing Limited, 2017.Description: 1 online resource (448 p.) ; cmISBN:
  • 9781785369483 (e-book)
Subject(s): Genre/Form: Additional physical formats: No titleOnline resources:
Contents:
Contents: 1. Innovating for trust -/ Marika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad -- Part I Trust and service innovation -- 2. Trust and service innovation / Siv Skard -- 3. Trust, risk and self-service technologies: Suggestions for future research / Herbjørn Nysveen and Siv Skard -- 4. Digital risk and customers' acceptance of self-service innovations: The role of online benefits and corporate trustworthiness / Siv Skard and Herbjørn Nysveen -- Part II Futures thinking -- 5. Trust in the future; futures thinking as a capability for service innovation / Daniel Grönquist -- 6. Transforming towards innovative culture by using customer-centric scenarios and service concepts / Birgitte Yttri, Annita Fjuk, Daniel Grönquist and Tore Hillestad -- 7. Creating actionable future narratives / Camilla Tepfers -- Part III Building trust through business model innovation -- 8. Designing experience-centric business models: How do they look like and how do they influence trust? / Tina Saebi, Herbjørn Nysveen, Mohammad T. 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 Jørgensen 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 / Asbjørn Følstad -- 17. Crowdsourcing for innovation: companies as trustees / Marika Lüders -- 18. Co-creation for innovation: why do customers get involved? / Dimitra Chasanidou and Amela Karahasanović -- 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 / Herbjørn Nysveen and Per Kristensson -- 23. Why customers do and do not switch / Per Kristensson, Herbjørn Nysveen and Helge Thorbjørnsen -- 24. Launching innovations / Helge Thorbjørnsen -- 25. Innovation economics / Tor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev -- 26. Concluding remarks / Tor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika Lüders -- Index
Summary: Innovation is a high-risk endeavor and success is dependent upon a firm's understanding of customer needs. A company's initial resistance to adopting innovation is mitigated with a solid foundation of customer trust in the firm. This book uniquely combines the work of scholars and practitioners to examine how trust and customer-centricity impacts every phase of the innovation journey. Adopting a multidisciplinary approach, the contributions in this collection consider different aspects of innovating for trust. Beginning with the notion of trust itself, authors examine the importance of trust in futures thinking, business model innovation, service design, co-creation, the innovative organization and self-service technologies. The book also contains a valuable collection of case studies based upon innovation with major service providers, which supports the final emphasis on the importance of trust in commercializing innovations. Practical and engaging, Innovating for Trust will appeal to enlightened business managers aiming to build and maintain customer trust, as well as students and researchers of innovation, trust and strategy.
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Contents: 1. Innovating for trust -/ Marika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad -- Part I Trust and service innovation -- 2. Trust and service innovation / Siv Skard -- 3. Trust, risk and self-service technologies: Suggestions for future research / Herbjørn Nysveen and Siv Skard -- 4. Digital risk and customers' acceptance of self-service innovations: The role of online benefits and corporate trustworthiness / Siv Skard and Herbjørn Nysveen -- Part II Futures thinking -- 5. Trust in the future; futures thinking as a capability for service innovation / Daniel Grönquist -- 6. Transforming towards innovative culture by using customer-centric scenarios and service concepts / Birgitte Yttri, Annita Fjuk, Daniel Grönquist and Tore Hillestad -- 7. Creating actionable future narratives / Camilla Tepfers -- Part III Building trust through business model innovation -- 8. Designing experience-centric business models: How do they look like and how do they influence trust? / Tina Saebi, Herbjørn Nysveen, Mohammad T. 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 Jørgensen 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 / Asbjørn Følstad -- 17. Crowdsourcing for innovation: companies as trustees / Marika Lüders -- 18. Co-creation for innovation: why do customers get involved? / Dimitra Chasanidou and Amela Karahasanović -- 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 / Herbjørn Nysveen and Per Kristensson -- 23. Why customers do and do not switch / Per Kristensson, Herbjørn Nysveen and Helge Thorbjørnsen -- 24. Launching innovations / Helge Thorbjørnsen -- 25. Innovation economics / Tor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev -- 26. Concluding remarks / Tor W. Andreassen, Simon Clatworthy, Tore Hillestad and Marika Lüders -- Index

Innovation is a high-risk endeavor and success is dependent upon a firm's understanding of customer needs. A company's initial resistance to adopting innovation is mitigated with a solid foundation of customer trust in the firm. This book uniquely combines the work of scholars and practitioners to examine how trust and customer-centricity impacts every phase of the innovation journey. Adopting a multidisciplinary approach, the contributions in this collection consider different aspects of innovating for trust. Beginning with the notion of trust itself, authors examine the importance of trust in futures thinking, business model innovation, service design, co-creation, the innovative organization and self-service technologies. The book also contains a valuable collection of case studies based upon innovation with major service providers, which supports the final emphasis on the importance of trust in commercializing innovations. Practical and engaging, Innovating for Trust will appeal to enlightened business managers aiming to build and maintain customer trust, as well as students and researchers of innovation, trust and strategy.

Description based on print record.