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 20: Transformational leadership in customer-centric organizations and the need for strategic foresight

William Brochs-Haukedal

Abstract

Customer-centrism is dependent upon employees embracing this as a guiding principle for their work, and committing themselves to the relevant behavior. Such an orientation is contingent upon acceptance and trust in its validity. Transformational leadership is held to be a key component in this context because such leadership is related to the formulation of a compelling vision, and for attracting trusting followers. Those visions build upon intensive business environmental information gathering and processing, enabling leaders to design forward-looking and rewarding visions. In their turn, such visions attract trusting and believing followers internalizing the task of their realization, in this case, customer-centrism.

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