Edited by Marika Lüders, Tor W. Andreassen, Simon Clatworthy and Tore Hillestad
This book adopts a multidisciplinary approach to innovation, and argues that because innovation is always risky business, trust is an essential premise and outcome of successfully designing, developing and finally launching innovations. Each part of the book encompasses a different aspect of innovating for trust. It begins with the notion of trust, before covering the importance of trust in future thinking, business model innovation, service design, co-creation, the innovative organization and self-service technologies. It concludes with the importance of trust in commercializing innovations.
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- Innovating for Trust
- Chapter 1: Innovating for trust
- Chapter 2: Trust and service innovation
- Chapter 3: Trust, risk and self-service technologies: suggestions for future research
- Chapter 4: Digital risk and customers’ acceptance of self-service innovations: the role of online benefits and corporate trustworthiness
- Chapter 5: Trust in the future: futures thinking as a capability for service innovation
- Chapter 6: Transforming towards innovative culture by using customercentric scenarios and service concepts
- Chapter 7: Creating actionable future narratives
- Chapter 8: Designing experience-centric business models: what do they look like and how do they influence trust?
- Chapter 9: Business model innovation in the retail industry: a service system perspective
- Chapter 10: Designing sustainable business models
- Chapter 11: Service design thinking
- Chapter 12: Strengthening customer relationships through Customer Journey Analysis
- Chapter 13: Building brand trust through customers’ experiences
- Chapter 14: Prototyping for trust
- Chapter 15: The role of service design leadership in creating added customer value
- Chapter 16: From participatory design to co-creation
- Chapter 17: Crowdsourcing for innovation: companies as trustees
- Chapter 18: Co-creation for innovation: why do customers get involved?
- Chapter 19: Developing innovative organizational culture
- Chapter 20: Transformational leadership in customer-centric organizations and the need for strategic foresight
- Chapter 21: Leadership, trust and UX design: a regulatory focus perspective
- Chapter 22: Overcoming resistance to adopt innovations: softening innovation resistance through trusting beliefs
- Chapter 23: Why customers do and do not switch
- Chapter 24: Launching innovations
- Chapter 25: Innovation economics
- Chapter 26: Concluding remarks
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