Abstract
Service processes rely on the well-being of employees to ensure proper value
creation. The paper posits that the link between well-being and value creation can be studied from a risk management perspective (i.e. ill-being and value destruction). Using an exploratory approach, it surveys the Geneva wealth management service sector, which is in crisis. Based on this fieldwork we developed a model where human risks lead to ill-being and value destruction including a “human risk–value destruction loop”.
creation. The paper posits that the link between well-being and value creation can be studied from a risk management perspective (i.e. ill-being and value destruction). Using an exploratory approach, it surveys the Geneva wealth management service sector, which is in crisis. Based on this fieldwork we developed a model where human risks lead to ill-being and value destruction including a “human risk–value destruction loop”.
| Original language | English |
|---|---|
| Pages (from-to) | 17-45 |
| Number of pages | 31 |
| Journal | European Review of Service Economics and Management |
| Volume | 1 |
| Issue number | 3 |
| DOIs | |
| Publication status | Published - 2017 |