How human risk could lead to value destruction in services: : an exploratory study about occupational stress in the Swiss wealth management sector

Dubosson, Magali (School of Management Fribourg, HES-SO // University of Applied Sciences Western Switzerland) ; Fragnière, Emmanuel (University of Applied Sciences and Arts Western Switzerland (HES-SO Valais-Wallis)) ; Pasquier, Marilyne (School of Management Fribourg, HES-SO // University of Applied Sciences Western Switzerland) ; et al.

A service experience corresponds to a soci al process in which the “production” involves both a provider and a client. Th is production process relies on the well- being of them both to ensure proper value creation. We posit that the link between well-being and value creation can thus also be studied from the risk management perspective (i.e. “ill-being” and “value destruction”). We employed an explorato- ry approach to build new theory. The study focused on the Geneva wealth man- agement service sector, which is in crisis . The results suggest that human risks in- fluencing “job demands and resources” (JD- R model) lead to ill-being and value destruction.

Type de conférence:
full paper
Economie et Services
HEG VS HES-SO Valais-Wallis - Haute Ecole de Gestion & Tourisme
HEG FR Haute école de gestion de Fribourg
Institut Entrepreneuriat & Management
Adresse bibliogr.:
Naples, Italy, 8-10 September 2016
Naples, Italy
8-10 September 2016
20 p.
Titre du document hôte:
Proceedings of the 26th Annual RESER Conference
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 Notice créée le 2016-10-24, modifiée le 2018-02-15

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