Dubosson, Magali Fragnière, Emmanuel <jats:p>The purpose of this paper is to contribute to the theoretical work on service-perceived risk management of knowledge-based services (i.e., intangible and heterogeneous) and experience-based services and to suggest a framework that helps to formalize these risks and the value associated with their management, by arguing that this risk management relies on a sequence of risks (Threat, Event, Ignorance and Damage, called the TEID model) and on three categories of control measures (preventative, detective and protective). By categorizing customer-perceived risks, and by integrating control measures and assurances into their offer, providers can design new and valuable services. Service value-chains involve various providers (implicitly or otherwise) who may engender annoyance and damages as risks are a sequence of events. This paper holds the potential to contribute to extending an understanding and management capacity of customer-perceived risks of knowledge-based services. It brings into play a new framework and new risk management process. It also helps with formalizing and making tangible customer added-value. </jats:p> application/pdf https://sonar.ch/global/documents/8203 eng info:eu-repo/semantics/altIdentifier/doi/10.4018/jal.2010040103 info:eu-repo/semantics/altIdentifier/issn/1947-9573 info:eu-repo/semantics/openAccess International Journal of Applied Logistics. - IGI Global. - 2010, vol. 1, no. 2, p. 37-52 Perceived Risk Management http://purl.org/coar/resource_type/c_6501