Service and security aspects in security guarding encounters

Mervi Murtonen

Research output: Contribution to journalArticleProfessional

Abstract

Previous studies have acknowledged that service encounters are one of the critical determinants of customer satisfaction and loyalty in service business. Taking security guarding as a research context, this paper approaches value in business-to-business (B2B) services through customer narratives of security service encounters. The results of this study provide answers to the following research question: "How are general service aspects and security aspects present in security guarding encounters?" With a practice-based approach, this paper makes explicit that security guarding is an extraordinary form of B2B services, and the need for context-specific analysis of these types of services is indicated. General service aspects are insufficient in themselves to provide the richest possible view of value creation in B2B services, and fail to illustrate the value creation for business customers.
Original languageEnglish
Pages (from-to)33-38
JournalVTT Impulse
Issue number2
Publication statusPublished - 2011
MoE publication typeD1 Article in a trade journal

Fingerprint

Value creation
Service encounter
Service business
Customer loyalty
Customer satisfaction
Business-to-business (B2B)

Keywords

  • services
  • security

Cite this

Murtonen, Mervi. / Service and security aspects in security guarding encounters. In: VTT Impulse. 2011 ; No. 2. pp. 33-38.
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Service and security aspects in security guarding encounters. / Murtonen, Mervi.

In: VTT Impulse, No. 2, 2011, p. 33-38.

Research output: Contribution to journalArticleProfessional

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AU - Murtonen, Mervi

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PY - 2011

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AB - Previous studies have acknowledged that service encounters are one of the critical determinants of customer satisfaction and loyalty in service business. Taking security guarding as a research context, this paper approaches value in business-to-business (B2B) services through customer narratives of security service encounters. The results of this study provide answers to the following research question: "How are general service aspects and security aspects present in security guarding encounters?" With a practice-based approach, this paper makes explicit that security guarding is an extraordinary form of B2B services, and the need for context-specific analysis of these types of services is indicated. General service aspects are insufficient in themselves to provide the richest possible view of value creation in B2B services, and fail to illustrate the value creation for business customers.

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JO - VTT Impulse

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