The Role of Trust in Forming a Social Innovation Service System

Abstract

The promotion of social innovation requires the interaction of multiple actors in a network who exchange resources to create value for customers. Adopting the Service-Dominant logic perspective, this paper explores how trust influences the emergence and evolvement of a social innovation service system. Data from a case study of One4One reveals that trust guides the activities of the social impact business and other actors in the service system to search for collaborators in a network, to lead the exchange of resources in the system for co-value creation, and to deal with other actors through the evolvement of the system. The study's findings could inform practitioners’ practices conducive to creating a social innovation service system that aims to improve the quality of life for people in developing countries like Vietnam.