{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T15:27:42Z","timestamp":1781105262289,"version":"3.54.1"},"reference-count":53,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2010,4,1]]},"abstract":"<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.<\/p>","DOI":"10.4018\/jal.2010040103","type":"journal-article","created":{"date-parts":[[2010,6,30]],"date-time":"2010-06-30T16:55:09Z","timestamp":1277916909000},"page":"37-52","source":"Crossref","is-referenced-by-count":0,"title":["Perceived Risk Management"],"prefix":"10.4018","volume":"1","author":[{"given":"Magali","family":"Dubosson","sequence":"first","affiliation":[{"name":"Haute Ecole de Gestion de Geneve (HEG), Hes-So, Switzerland"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Emmanuel","family":"Fragni\u00e8re","sequence":"additional","affiliation":[{"name":"Haute Ecole de Gestion de Geneve (HEG), Hes-So, Switzerland, and University of Bath, UK"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"jal.2010040103-0","doi-asserted-by":"publisher","DOI":"10.1108\/08876040010309185"},{"key":"jal.2010040103-1","doi-asserted-by":"publisher","DOI":"10.2307\/3149824"},{"key":"jal.2010040103-2","doi-asserted-by":"publisher","DOI":"10.2307\/1252174"},{"key":"jal.2010040103-3","article-title":"Marketing strategies and organization structures for service firms","author":"B.Booms","year":"1981","journal-title":"Marketing of Services"},{"key":"jal.2010040103-4","doi-asserted-by":"publisher","DOI":"10.1108\/09564239710166245"},{"key":"jal.2010040103-5","doi-asserted-by":"publisher","DOI":"10.1007\/BF00988593"},{"issue":"1","key":"jal.2010040103-6","first-page":"21","article-title":"Assessing perceived risk of consumers in Internet airline reservations services.","volume":"9","author":"L. 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