Perceived Risk Management
- Dubosson, Magali Haute Ecole de Gestion de Geneve (HEG), Hes-So, Switzerland
- Fragnière, Emmanuel Haute Ecole de Gestion de Geneve (HEG), Hes-So, Switzerland, and University of Bath, UK
Published in:
- International Journal of Applied Logistics. - IGI Global. - 2010, vol. 1, no. 2, p. 37-52
English
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.
- Language
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- English
- Open access status
- green
- Identifiers
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- DOI 10.4018/jal.2010040103
- ISSN 1947-9573
- Persistent URL
- https://sonar.ch/global/documents/8203
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