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Perceived Risk Management: Applying the TEID Model to the Traveler Service Chain

Perceived Risk Management: Applying the TEID Model to the Traveler Service Chain

Magali Dubosson, Emmanuel Fragnière
Copyright: © 2012 |Pages: 17
ISBN13: 9781466602670|ISBN10: 1466602678|EISBN13: 9781466602687
DOI: 10.4018/978-1-4666-0267-0.ch008
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MLA

Dubosson, Magali, and Emmanuel Fragnière. "Perceived Risk Management: Applying the TEID Model to the Traveler Service Chain." Innovations in Logistics and Supply Chain Management Technologies for Dynamic Economies, edited by ZongWei Luo, IGI Global, 2012, pp. 120-136. https://doi.org/10.4018/978-1-4666-0267-0.ch008

APA

Dubosson, M. & Fragnière, E. (2012). Perceived Risk Management: Applying the TEID Model to the Traveler Service Chain. In Z. Luo (Ed.), Innovations in Logistics and Supply Chain Management Technologies for Dynamic Economies (pp. 120-136). IGI Global. https://doi.org/10.4018/978-1-4666-0267-0.ch008

Chicago

Dubosson, Magali, and Emmanuel Fragnière. "Perceived Risk Management: Applying the TEID Model to the Traveler Service Chain." In Innovations in Logistics and Supply Chain Management Technologies for Dynamic Economies, edited by ZongWei Luo, 120-136. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-4666-0267-0.ch008

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Abstract

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.

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