Trust, risk and self-service technologies: suggestions for future research

Herbjørn Nysveen; Siv E. Rosendahl Skard

Innovating for Trust

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.

Monograph Book

Published in print:: 28 Jul 2017

ISBN:: 9781785369476

eISBN:: 9781785369483

DOI:: https://doi.org/10.4337/9781785369483

Pages:: c 448

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Chapter 3: Trust, risk and self-service technologies: suggestions for future research

Herbjørn Nysveen and Siv E. Rosendahl Skard

Monograph Chapter

Published:: 28 July 2017

Category:: Monograph Chapter

DOI:: https://doi.org/10.4337/9781785369483.00009

Pages:: 31–47 (17 total)

Collection: Business 2017

Abstract

Self-service technologies have received a lot of attention in research. The purpose of the chapter is to look into the role of trust and risk in self-service technology research. The chapter starts with clarification of the three central constructs – self-service technologies, trust and risk. This is followed by a description of the procedure used in conducting a brief review of self-service technology literature discussing the role of trust and risk. Based on this procedure, the review identifies 42 articles of interest. The main body of the chapter discusses the characteristics of the literature revealed through the review and proposes suggestions for future research on the role of trust and risk in self-service technology research.

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