Can we build trust by service design? A theoretical approach on multidisciplinary integration

Over the past decades, 'trust' has gained recognition as an important concept in service research, playing a vital role in establishing long-lasting and strong relationships between service providers and recipients. However, existing research on service trust has predominantly focused on aspects such as service-readiness delivery, management, and operations, while research from a service design perspective remains limited. Despite extensive research highlighting the need to consider trust building within the realm of service design research and development, the actual implementation of trust through service design presents challenges owing to the absence of comprehensive theoretical and methodological models. This doctoral study explores the building of trust between service providers and recipients through service design, proposing a multidisciplinary and convergent theoretical approach. By aiming to enhance mutual trustworthiness and foster enduring relationships, this research contributes to the understanding and practical application of building trust through service design.

Automated summary

Trust plays a crucial role in establishing long-lasting and strong relationships between service providers and recipients. However, research on trust building through service design is limited due to the lack of comprehensive theoretical and methodological models. This study proposes a multidisciplinary and convergent theoretical approach to explore the building of trust through service design.