NDLI: A Control System Designed to Address the Intangible Nature of Service Risks

Content Provider	IEEE Xplore Digital Library
Author	Dubosson, M. Fragniere, E. Milliet, B.
Copyright Year	2006
Description	Author affiliation: Haute Ecole de Gestion de Geneve, Carouge (Dubosson, M.; Fragniere, E.)
Abstract	Due to the intangible nature of services, classical control approaches might not provide the relevant safeguards to enable the service company to reach its objectives. Typically, services results from an experience whose value and quality are complex to measure. Additional difficulties arise when the monitoring of risks is implemented in management information systems. Indeed, assuming that most prominent risks encountered in the service industries is the consequence of "invisible threats", appropriate approaches need to be built. We must also take into account the typical chain of risks that leads to the major damage. To tackle these specific service-type risks, we have designed a qualitative control system that enables auditors to allocate their resources and monitor the sequences of risks. We believe that if properly replaced in the corporate governance context, it could represent a useful tool to manage important categories of service risks. We adopt an internal auditing perspective
Starting Page	90
Ending Page	95
File Size	7983403
Page Count	6
File Format	PDF
ISBN	1424403170
DOI	10.1109/SOLI.2006.328988
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2006-06-21
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Context-aware services Uncertainty Perceived Risk Banking Operational Risk Management Control systems Chain of Risks Internal Control Systems Management information systems Frequency Electrical equipment industry Risk management Resource management Monitoring
Content Type	Text
Resource Type	Article

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