Innovating for Trust
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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.
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Chapter 5: Trust in the future: futures thinking as a capability for service innovation

Daniel Nordstad Grönquist

Abstract

In the chapter the author explains why capabilities connected to futures thinking are increasingly important in trust building and service innovation. Trust is linked to the customer-centric business logic of the future and to the rapid decision-making needed in emerging distributed organizations and networks. Futures thinking is described as a key capability to re-frame to the context of the customer, to create trust by challenging beliefs and managing uncertainty, and to enable decision-making by collectively framing the important issues (threats and opportunities) at hand. The author presents a hypothesis in the form of a model for further research outlining how futures thinking can be used to build trust and increase service innovation effectiveness

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