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Asbjørn Følstad

Senior Research Scientist

Asbjørn Følstad

Senior Research Scientist

Asbjørn Følstad
Phone: +47 932 93 013
Department: Software and Service Innovation
Office: Oslo

Publications and responsibilities

Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1626870

Chatbots are increasingly offered as an alternative source of customer service. For users to take up chatbots for this purpose, it is important that users trust chatbots to provide the required support. However, there is currently a lack in knowledge regarding the factors that affect users’ trust in...

Year 2018
Type Journal publication
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1598936

While the concept of “customer journeys” is widely taken up to support service design and management, practical frameworks for routine monitoring of customer experience in the context of customer journeys are lacking. This article proposes a framework for applying the widely used transactional Net P...

Year 2018
Type Journal publication
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1598930

Customer research is key to service design. However, current methods to obtain in-depth customer insight are resource demanding and rarely utilise available customer reports. In this study, we explore the widely used transactional Net Promoter Score (NPS) as a potential source of customer insight fo...

Year 2018
Type Part of a book/report
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1588985

The emerging sharing economy has important policy implications. To strengthen the basis for policy making, we present an interview study involving sharing economy service owners, policy maker representatives, and research experts. Here, we analyse sharing economy services as human-machine networks, ...

Year 2018
Type Part of a book/report
Publication
https://www.sintef.no/en/publications/publication/?pubid=CRIStin+1583380

In current conversational agents, productivity-oriented interaction and relational interaction are strictly compartmentalised. We suggest that UX in future conversational agents may benefit from a more integrated approach to these two forms of interaction. The suggestion is backed by reference to ex...

Year 2018
Type Conference lecture and academic presentation
Publication
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...

Year 2018
Type Journal publication
Publication
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...

Year 2017
Type Conference lecture and academic presentation