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Multifaceted Risk Mapping for Technology-Facilitated Consumer Contact

In technology-facilitated consumer contact, both the service provider and the service consumer have access to the technology and the interaction between them is face-to-face. The different types of perceived risk associated with technology-facilitated consumer contact are shown in Table 12.5.

Multifaceted Risk Mapping for Technology-Mediated Consumer Contact

In technology-mediated consumer contact, both the service provider and the service consumer have access to the technology and the interaction between them is face-to-screen, as shown in Figure 12.5. The different types of perceived risk associated with technology- mediated consumer contact are shown in Table 12.6.

Multifaceted Risk Mapping for Technology-Generated Consumer Contact

In technology-generated consumer contact, the service consumer has access to the technology but there is minimal use of the service provider and the interaction between them is face-to-screen. The different types of perceived risk associated with technology-generated consumer contact are shown in Table 12.7.

Multifaceted Risk Mapping of Technology-Facilitated Consumer Contact

Technology-Facilitated Consumer Contact

Performance risk

Insurance agent unable to provide the right policy or financial consultant unable to convince a client

Financial risk

Value of insurance at stake or consultancy fees at risk

Time risk

Time spent by both the agent and customer or time spent both by the consultant and client

Psychological risk

Trust in the insurance agent or client trust of the consultant

Social risk

Reputation of the insurance agency or consultancy

Privacy risk

Personal information of the customer or client

Physical risk

Wrong insurance policy provided or improper advice by the consultant

Overall risk

Bad impression of the insurance agency or of the consultant

Technology-Facilitated Consumer Contact

Multifaceted Risk Mapping of Technology-Mediated Consumer Contact

Technology-Mediated Consumer Contact

Performance risk

Customer representative unable to take the customer's order, or professional advice given by a consulting company via video conferencing fails

Financial risk

Amount lost due to calling the customer representative or money lost during the setup of a video conference

Time risk

Time spent during a phone call or conference call

Psychological risk

Calling the customer representative again or setting up a conference call again

Social risk

Loss of morale of the company or lack of professional advice

Privacy risk

Personal information of the customer or confidential information of the company

Physical risk

Unable to receive the customer's call or establish a location for the next setup

Overall risk

Loss of company reputation or reputation of a consultancy

Technology-Mediated Consumer Contact

Advances in Smart Cities: Smarter People, Governance, and Solutions

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Multifaceted Risk Mapping of Technology-Generated Consumer Contact

Technology-Generated Consumer Contact

Performance risk

ATM unable to dispense cash or self-service kiosk unable to get electricity bill details

Financial risk

Amount stuck in the ATM or amount spent at the kiosk

Time risk

Time spent at the ATM or at the kiosk

Psychological

risk

Going again to the ATM for cash or standing in a queue

Social risk

Loss of trust in the ATM or the kiosk

Privacy risk

Customer personal information or personal billing information

Physical risk

Installation and maintenance of the ATM or kiosk

Overall risk

Loss of the bank's reputation or loss of faith in the self-service kiosk

Technology-Generated Consumer Contact

Multifaceted Risk Mapping of Technology-Free Consumer Contact

Technology-Free Consumer Contact

Performance risk

Doctor in consultation with a patient failing to diagnose the patient; seller providing a defective product

Financial risk

Consultation fees of the patient; money received for the product

Time risk

Time spent by the patient during diagnosis; time taken to purchase the product

Psychological risk

Patient trust in the doctor; trust in the product for future purchase

Social risk

Reputation of the doctor with the patient; self-image of the customer in using the product

Privacy risk

Use of patient's personal information; use of personal information of the customer

Physical risk

Consumption of the wrong medicine; use of a defective product

Overall risk

Severe damage to the patient's health; underutilization of the product

Technology-Free Consumer Contact

Multifaceted Risk Mapping for Technology-Free Consumer Contact

In technology-free consumer contact, neither the service consumer nor the service provider has access to the technology and there is minimal use of ICT/the Internet so the interaction between them is face-to-face. The different types of perceived risk associated with technology-free consumer contact are shown in Table 12.8.

 
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