Customer-perceived value of security services

Mervi Murtonen

Research output: Contribution to conferenceConference articleProfessional


Market interest in security products and services is continuous, but only little research has covered business-to-business services and provider-customer relationships in security context. The process of 'securitization' and the replacement of public policing with private security services are widely discussed in public, but what gets less attention is how the private security services provide essential supportive services to private companies and help them to focus on their core business, prevent losses and enhance production quality and reliability. What we don't fully understand yet is why do customers actually purchase security services, how do they perceive current security service offerings, what benefits do they search for, what constitutes high value or high quality in security services, and what is joint value creation between providers and customers in security context. In this matter, service providers hold somewhat different conceptions of customer value than their customers actually do
Original languageEnglish
Publication statusPublished - 2012
MoE publication typeNot Eligible
EventGeneral Assembly of the European Security Systems Association (ESSA) - Frankfurt, Germany
Duration: 22 Nov 2012 → …


ConferenceGeneral Assembly of the European Security Systems Association (ESSA)
Abbreviated titleESSA General Assembly 2012
Period22/11/12 → …


  • security
  • services
  • customer-perceived value


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