Building trust in relational services: The analysis of a sharing service between neighbours

Mariana Ferreira de Freitas
ESDI, Rio de Janeiro State University, Brazil

Carla Cipolla
COPPE, Federal University of Rio de Janeiro, Brazil

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Ingår i: ServDes2018. Service Design Proof of Concept, Proceedings of the ServDes.2018 Conference, 18-20 June, Milano, Italy

Linköping Electronic Conference Proceedings 150:29, s. 357-367

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Publicerad: 2018-07-05

ISBN: 978-91-7685-237-8

ISSN: 1650-3686 (tryckt), 1650-3740 (online)


This article presents a study about a crucial interpersonal quality in relational services: trust. We analyse the trust-building process that enables a sharing service between neighbours called “Tem Açúcar?”. Based on literature review on service design for social innovation and sociological aspects related to trust, we describe the service process three-level segmentation: trust in the enabling platform (product-service system), trust in the neighbour (peer-to-peer) and trust in the local network (neighbourhood). It is concluded that trust-building occurs both top-down and bottom-up among participants and how it turns into confidence throughout the process. This study contributes to investigations not only about collaborative and relational services but also about issues related to social behaviour, dematerialization of consumption and quality of life.


service design, social innovation, relational services, sharing, sustainability


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