edited by Marika Lüders (University of Oslo and SINTEF, Norway), Tor W. Andreassen (NHH Norwegian School of Economics, Norway), Simon Clatworthy (The Oslo School of Architecture and Design, Norway), Tore Hillestad (NHH Norwegian School of Economics, Norway)
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