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Asbjørn Følstad

Senior Research Scientist

Asbjørn Følstad

Senior Research Scientist

Asbjørn Følstad
Phone: +47 932 93 013
Department: Networked Systems and Services
Office: Oslo

Publications and responsibilities

Publications

Publication

Customer Journeys: A Systematic Literature Review

https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1563139

Purpose – Customer journeys has become an increasingly important topic in service management and design. The study reviews customer journey terminology and approaches within the research literature prior to 2013, mainly from the fields of design, management, and marketing. Design/methodology/approac...

Authors Følstad Asbjørn Kvale Knut
Year 2018
Type Journal publication
Publication

Chatbots for loyalty: From technology push to human touch

https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1544537

This position paper takes as a starting point the potential of chatbots to strengthen users' loyalty, and argues that this potential is not realized in part due to what we see as a substantially technology push in the domain. We argue that a human-centred approach to chatbot design and development i...

Authors Følstad Asbjørn Brandtzæg Petter Bae Goodwin Morten Granmo Ole-Christoffer
Year 2017
Type Conference lecture and academic presentation
Publication

Context Collapse of News.

https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1542152

Social media is becoming a much more dynamic power, affecting how news is consumed, shared, and created, including fake news and disinformation. Recent reports show that an increasing number of people consume news via social media on a regular basis. However, the literature offers little systematic ...

Authors Brandtzæg Petter Bae Chaparro Domínguez María Ángeles Følstad Asbjørn
Year 2017
Type Conference lecture and academic presentation
Publication

Automation in Human-Machine Networks: How Increasing Machine Agency Affects Human Agency

https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1519348

Efficient human-machine networks require productive interaction between human and machine actors. In this study, we address how a strengthening of machine agency, for example through increasing Levels of automation, affect the human actors of the networks. Findings from case studies within air traff...

Authors Følstad Asbjørn Engen Vegard Haugstveit Ida Maria Pickering J. Brian
Year 2017
Type Part of a book/report
Publication

Involving Users in the Design of Sharing Economy Services

https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1519115

Involving users in the design of sharing economy services is important to re-alize the expected growth in this market. However, such involvement may be challenging due to the complexity and networked character of the service context. We present a case study showing how users' online feedback on nove...

Year 2017
Type Part of a book/report
Publication

Why People Use Chatbots

https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1513893

There is a growing interest in chatbots, which are machine agents serving as natural language user interfaces for data and service providers. However, no studies have empirically investigated people’s motivations for using chatbots. In this study, an online questionnaire asked chatbot users (N = 146...

Year 2017
Type Part of a book/report
View all publications at Cristin