There is an old saying that satisfied customers tend to be loyal. Despite being satisfied customers leave. Here we provides three reasons why.
CSI News and Blogs
Researcher at CSI (Sintef) and M.Sc. Dimitra Chasanidou at the Department of Informatics at UiO will be defending her dissertation for the degree of Ph.D: “User participation in innovation platforms: empirical studies and a tool to design for motivation“.
In March 2018, CSI hosted an event at Telenor for partners to discuss the implications of digitalization on new business models for service based companies. The debate revolved around whether the “old” thinking of value chains and processes are...
2017 has been a productive and rewarding year for CSI and its partners. Read and learn from “voices from researchers and partners”.
Customer loyalty and perceived innovativeness – some observations
Healthcare industries are in critical conditions, and many believe smart technology is the cure. How does this technological game changer disrupt business models, and what are their strengths and challenges for survival?
Deep understanding of customers’ pain points and problems, and the reasons behind, in given circumstances are roots for differentiation. Uncovering the customers job-to-be-done, creating customers desired experiences and aligning and implementing...
In the age of the sharing economy, consumers are increasingly being offered access instead of ownership. When consumers feel guilty about owning, access-based services might bring relief.
18th January the Norwegian School of Economics and CSI, will announce the 2017 findings for The Norwegian Innovation Index.
CSI-researchers are guest-editor for a new special JBR-issue on adoption. The goal is to highlight the latest on adoption research.
Customer Inconvenience and Price Compensation. A Multiperiod Approach to Labor-Automation Trade-Offs in Services
The paper “Customer Inconvenience and Price Compensation. A Multiperiod Approach to Labor-Automation Trade-Offs in Services” has been published in Journal of Service Research
To succeed with co-creation, brands have to work along four building blocks: Dialogue, access. risk assessment and transparency. Although all four are important, we here want to emphasize the specific importance of transparency.
Increased customer satisfaction and enhanced customer experience isn’t necessarily a driver for increased customer lifetime value, and doesn’t always lead to better profitability
Online grocery shopping is an increasing trend. In 2017, 11.6% of Norwegians bought their groceries online, which is twice as much as in 2016, and even more people are thinking about doing so.
Dyreparken, inFuture and Forskningsrådet (The Research Council of Norway) cooperate on utilizing location data to create better customer experiences and support strategic decision making. That’s how you win awards.
Time is one of few resources which you cannot save for later use. Sometimes time passes by slowly. Sometimes fast. Sometimes we have too much time available. Sometimes we have too little. The fact is that time impacts every aspect of our lives – also t...
CSI-researcher, Seidali Kurtmollaiev, has just published an article with a radically new and slightly provocative view on the central concept of modern strategic management - dynamic capabilities.
On 28 August CSI partner Livework held a seminar on Linda Hollebeeks current work on Customer Engagement Innovation and Design
From 22-25 August, the Center for Service Innovation (CSI) is having its annual meeting, held in Krakow, Poland this year.
There is a need for companies to become more sustainable by taking part in the circular economy. We look at how retailers in Norway can “close the loop”, so that not more waste is created. For that, we propose some innovate business model ideas.
Read new CSI Blog by Tor W. Andreassen, Harald Krogh, Per E. Pedersen and Camilla AC Tepfers. In Norwegian.
When thinking of disruption, an old saying comes to mind: You can run but you cannot hide! Today, no industry is protected from being disrupted... Read new CSI Blog by Tor W. Andreassen
Read the new CSI blog by Tor W. Andreassen, Director at Center for Service Innovation.
Read new CSI blog by Bart Larivièrea, David Bowenb, Tor W. Andreassen, Werner Kunzd, Nancy J. Sirianni, Chris Voss, Nancy V. Wünderlich and Arne De Keyser.
Our latest book from CSI-researchers´ pen: "Innovating for trust" (Edward Elgard, 2017 - released 28 July) summarizes our unique experience and approach to service innovation.
Nation equity still plays a central role in product evaluations even in today’s international environment. But studies show that Norway lacks clear associations of its production and service competences as perceived by its major international partners,...
Read new CSI Blog by Magne Angelshaug and Tina Saebi.
QUIS is held every second year and attracts around 200-250 leading researchers and executives from all over the world.
Read new CSI blog by Tor W. Andreassen, Line Lervik-Olsen and Seidali Kurtmollaiev.
CSI Advisory Board member Dr. Roland T. Rust was, together with four other outstanding researchers , officially appointed Honorary doctor at NHH 9 June 2017, when NHH celebrated the 100-year anniversary of the Norwegian Parliament’s decision to establi...
Every manager and every researcher needs to understand the rapidly changing needs of customers. Understanding what works, what doesn’t, and most importantly, what’s next is the only way to ensure success.
The winner of NHH’s Research Dissemination Award 2017 is professor Tor Wallin Andreassen.
Customer journey mapping have been taken up as a way of work in Telenor, to support the company in being customer-centric. Read new CSI blog by Ragnhild Halvorsud, Knut Kvale and Asbjørn Følstad
Companies investing in research are doing better in times of crisis. They simply sell a lot more. Read the article in Norwegian...
Read new CSI blog by Birgit A.A. Solem and Linda Hollebeek.
Strategic design could be viewed as the nexus of where Strategy and Design is today and possibly as the very edge of service innovation. Read new CSI blog by Daniel Grönquist and Alvaro Marquez from the EVRY Strategic Design Lab in collaboration with...
And how can design thinking impact return on investments? Watch the "Pracademy Interview" with Tor W. Andreassen.
While the notion of customer engagement (CE) has captured the interest of managers for many years, academic research within this topic area has emerged only relatively recently. Read new CSI blog by Linda Hollebeek.
CSI Advisory Board member Roland T. Rust is one of five professors who are appointed new honorary doctors at NHH. Read more...
Read new blog by Siv Skard, Sigrid Klemsdal, Pauline Sundt and Helge Thorbjørnsen.
The complexity of Customer Lifetime Value (CLV) -calculation limits practical implementation. Can we use machine learning to overcome this challenge? Read new blog by Stian Daazenko.
Watch the lecture "Sustainable business models: Innovation for green business opportunities" with Lars Jacob Tynes Pedersen and Sveinung Jørgesen. Summit "Næring for Klima", 27 Mai 2015, Oslo.
Video is in Norwegian.
We stand in the 4th Industrial Revolution! New technology, robots and digitization are changing the way we work... See Vibeke Hammer Madsen’s blog (in Norwegian).
Read and download CSI Annual Report 2016. The report gives you a glimpse of some of the great things we did in 2016.
On Thursday, March 16th, a very interesting seminar took place at SINTEF, Oslo on Virtual Reality (VR) and Augmented Reality (AR) in services.
Overall, these discussions generated a wealth of research, partnering and collaboration opportunities within the areas of VR, AR and service design that are key priority areas on CSI’s strategic research agenda.
During a recent informal internal event, Rune Bjerke, the CEO of the biggest bank in Norway (DNB), emphasized that the most important barrier to become more innovative, is organizational culture.
The Rise of the Sharing Economy and its Influence on the Fashion Industry.
Innovation rankings of countries or industries are important as they steer politicians’ priorities and actions. The current media image of Norway is one of an innovation laggard. This hurts. But do the existing rankings actually mirror the reality?
While artificial intelligence and automation acclaimed at the beginning of 2017, I'm not sure if this is a good or bad. This blog is written in Norwegian.
How do we manage the high uncertainties coming along with digitalization? Design thinking is one possible answer – if its key principles are rooted in the corporate culture.
This autumn, our edited volume "New business models in retail - Innovating for a digital and sustainable future", will be published by University Press (in Norwegian).
2017 could be the year that Artificial Intelligence, the Internet of Things and chatbots go truly mainstream. Telenor Group’s Research arm today publishes the key global Tech Trends identified for the coming year.
Design thinking is not a new term, and originally appeared in the 1950’s. However its recent popularity can be traced to Tim Brown from IDEO, and an article in Harvard Business Review in 2008.
We are facing a sustainability problem of massive proportions. There is widespread agreement that the business models of the future need to be transformed considerably to mitigate and adapt to climate change, manage resource scarcity and address system...
At TEDxBergen Professor Andreassen talks about the rapidly growing phenomena of Massive Open Online Courses (MOOC).
Business models define how companies create, deliver and capture value. But business models are not static – they need to be adapted to changing market conditions.
Innovation has become a buzzword in business today, as new-product sales advantages so often flow from new designs or features. Think mobile phones, tablets, or even autos. But apart from product or service leaps, can innovation in the way a company...
Listen to Tor W. Andreassens presentation at Karlstad Service Researchs Centers 30th anniversary, where he was appointed international fellow.
Speech given at LiveWork’s launch of their new book “Service Design for Business” at DOGA 4th April 2016.
The Best Practitioner Paper Award and Highly Commended Paper Awards to CSI partners.
Marketing Science Institute just released the report “2016-2018 Research Priorities”. One of the five defined research topics is directly linked to CSIs research focus on innovation and design.
Business models and business model innovation have become increasingly influential in management research, as well as in managerial practice.
Professor Stephen Vargo recently visited Norway and the Center for Service Innovation and I had the honor to share the stage with him, talking about how to cross the “chasm” from Goods Dominant Logic to Service Dominant Logic. The setting was a Round...
Regjeringen har som mål at forskningen skal tilføre nytte til samfunnsliv, bedrifter og folk flest. Det betyr at forskerne ikke bare kan forske på noe, men må forske med de som skal bruke forskningen.
Bedrifter som lever av at kundene kommer tilbake for å kjøpe igjen, er opptatt av kundelojalitet definert som gjenkjøpssannsynlighet eller en psykologisk binding til bedriften.
Verdens største bilkonsern VW er kommet i søkelyset på grunn av forfalsking av utslippstallene på 11 millioner biler. Aksjekursen stuper og selskapets øverste sjef valgte å gå av. Selskapet er i en krise de aldri tidligere har opplevd. Stikkordet er...
Det pågår i dag minst to debatter innen varehandelen: Leveringsutfordringer og betalingsutfordringer. Av disse anser jeg den første som mest komplisert. I Norge har vi i dag et svært godt innarbeidet og effektivt betalingsløsning i butikkene....
Den tradisjonelle butikken har vært under angrep i lengre tid. Mens noen har bukket under, er det mange som opplever et sterkt press på marginene. Nye forretningsmodeller presser seg frem.
Norge trenger innovasjon, omstilling og nye arbeidsplasser. Men hvem gjør dette best: Gründere eller modne bedrifter? Samfunnsdebatten tyder på at det ikke er et enten eller, men både – noe vi støtter. Men mye tyder på at de modne bedrifters innsats...
Research has shown that both functional and emotional facets of brands are important drivers of brand performance indicators.
At syv av ti entreprenører er borte fem år etter oppstart, er kjent. At to viktige grunner er at det ikke er etterspørsel etter tjenestene eller at de går tom for penger, er også kjent. Men at entreprenører gir bort investorenes penger, er mindre kjent.
Many firms preannounce new innovations long before they are actually available on the market. The iPhone, the Lego movie, and the Tesla electric car are only a few examples of successful products and services preannounced long before they were...
Norske banker er store, effektive, veldrevne, og moderne i sin bruk av teknologi. Problemet er at de er tilpasset en æra som er i ferd med å bli borte. Verden er i forandring. De unge tar over!
I et Aftenposteninnlegg 20 juni diskuterer fagsjef Sigrun Aasland i Agenda hva roboter ikke kan og hva norske skoler i større grad må tilføre vår barn for å kunne konkurrere bedre mot robotene. Den underliggende frykten er at robotene tar over jobbene...
Mens innovasjon har vært i fokus lenge, begynner flere å se det for hva det er: et virkemiddel for vekst og lønnsomhet.
Finally, our edited volume “Business Model Innovation: The Organizational Dimension” (Oxford University Press) has arrived fresh from the press!
Det blåser en varm innovasjons- og gründervind over Norge – noe Statsministerens Nyttårstale speilet. Regjeringen og Innovasjon Norge satser store beløp på å tiltrekke seg flere gründere – noe Norge trenger sårt. Men hva kjennetegner en gründer og hva...
Det finnes ikke mye forskning på gründere med hensyn til hvem de er, hva de gjør eller hvorfor de feiler. Professor Melissa Schilling ved New York University – Stern, er et unntak. Under sin forelesning på NHH og FIBE 2014, beskrev hun karaktertrekk ve...
2014 er snart bak oss og det er på tide å se fremover. Hva vil prege bedrifter og markedsførere i 2015? Jeg tror fire trender eller hendelser vil være mer synlige enn andre og som vil endre bedrifters markedspraksis fordi kundene endrer seg.
At the Oslo School of Architecture and Design, as part of a PhD project financed by the Centre for Service Innovation, we are studying how to translate Brand Strategy into Customer Experience, in other words: How to operationalize Service Branding.
As customer experience becomes a central arena for service competition in saturated markets, examples of good service experiences become more common and abundant. We all heard the cases of the Heineken museum, Disneyworld, Apple retailing shops,...
Surveying 125 executives, a recent report by the Fraunhofer Gesellschaft (2013) shows the rising importance of open innovation practices for the largest companies in Europe and the United States.
Noe av det kjedelige med å handle er at det tar tid. Ofte må man gå eller kjøre fra butikk til butikk fordi det man skal ha finnes i ulike forretninger. Køer og jakten på en parkeringsplass kan drepe enhver lyst til å handle. GOOGLE og Amazon har sett ...
The Brandslation process for djuice started as most service design process would: Understanding the current situation and gathering insights from customers, employees and the company. A series of workshops were conduced, and a lot of material regarding...
Experience has been one of the hottest topics in marketing for the last years, and a lot has been said about how important it is to deliver a memorable customer experience and how customer experience can drive business growth in a saturated market....
Aftenposten setter i et oppslag 24 juni tall og tanker på det vi alle har følt og sett: media er i krise og må nedbemanne.Blant de 105 forespurte mediehus skal det kuttes 267 årsverk. I tillegg kommer Amedia som alene skal kutte 350 årsverk. Britt-Elle...
”Alt var bedre under krigen” heter en av Ole Pause mange gode låter. For bankene kan dette være sant. To nye studier om Amerikanere under 30 år – millennias – og deres syn og holdning til banker og banknæringen gir grunnlag for bekymring for fremtiden....
Etter oljealderens slutt er det kunnskap og gründere som vil stå for verdiskapningen. Da må vi slutte å se på konkurs som en fallitt, men heller som en driver i økonomisk vekst.
There is a quote I keep telling my marketing students. It is from the late marketing Guru and Harvard Business School-professor Ted Levitt. “Marketing is about attracting and keeping the right profitable customers”. I spend the rest of the semester...
Med fremveksten av blant annet Amazon har vi sett et skifte i folks handlevaner: fra butikk til Netthandel. Netthandel har gradvis blitt adoptert av konsumentene og spiser seg inn på butikkenes markedsandel – noe som kan tyde på at dette er fremtidens...
We live in the year 2014, a time where humans are constantly looking for new ways to make their lives easier. We want to save time. Do things more efficiently. Multitask. We even want to gain time by paying our bills on the go. Customer-innovation is...
What are a Marzipan Egg and a Marzipan Pig? They are, of course, what it says they are, an egg and a pig crafted out of marzipan. However, for most Norwegians a Marzipan Egg and a Marzipan Pig are symbols that give access to the whole mesh of meaning a...
Innovasjon innen en rekke næringer har vært dominert av hva som kan gi lavere kostnader og dermed lavere priser til kundene. Mens kundene verdsetter lavere priser, finnes det et minimumsnivå på hva de aksepterer av service kvalitet.
Are brand and customer experience really incompatible? How to move to brand-based customer experiences? What are “Brandslation” and the “Brand Experience Manual”? Read about these and other exciting issues in the blog post by Mauricy Filho.
In their quest to increase market coverage, more and more companies are engaging in product or service extensions.
Gjennom ulike forskningsprosjekter ved CSI har vi fått en stadig bedre forståelse over ulike fasetter ved service innovasjon. Bildet som tegner seg er at innovasjon er en hvilken som helst endring i organisasjonens markedstilbud eller måter å interager...
With technological advancements and increasing global competition, companies nowadays need to change their business more rapidly and more frequently than ever before.
Fra et klimaperspektiv utgjør potensielle forbedringer i tjenesteytende sektor et formidabelt potensial, ettersom det totale fotavtrykket tjenesteytende bedrifter setter på samfunn og miljø er svært omfattende. I denne sammenheng er en rekke spørsmål a...