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Key drivers of customer value in business-to-business security guard services

机译：企业对企业安全防护服务中客户价值的主要驱动力

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The private security industry has witnessed dramatic growth during the past few decades, but despite the remarkable growth, there is a lack of empirical studies focusing on the customer value of private security services. Much of the existing literature on private security focuses on the causes of its growth and on good governance practices, while very little attention has been paid to the actual process of value creation. The aim of this study is to deepen the understanding of private security services by exploring value creation of security guarding from the customer's perspective, i.e., the actual benefits and sacrifices as well as the customer-relationship aspects perceived by the customer. The study is based on open-ended interviews (n=15) with business-to-business customers of three security service providers. The study follows the paradigm of social constructionism and an active interview approach. The key drivers of customer value are presented as a result of a qualitative thematic analysis. The findings of the study reveal that customer value is centred on two main themes: guarding services as a guarantee for security and guarding services as professional business-to-business services, In total, nine value drivers that influence customer value are identified, In the first theme, they are reactivity, reliability, presence and personal characteristics, In the second theme, they are balance between duties, communication, relationship management practices, and time and effort. As a conclusion, the study argues that security guard services should not only be evaluated in relation to crime prevention and security provision but take into consideration all the security guards' duties, including, e.g., customer service and housekeeping. A new term security-service dilemma is also introduced to describe the difficulties of combining security-related duties with non-security duties in one service concept.
机译：在过去的几十年中，私人安全行业见证了巨大的增长，但是尽管取得了显着的增长，但缺乏针对私人安全服务的客户价值的实证研究。现有的有关私人安全的文献大多集中在其增长的原因和良好的治理实践上，而很少有人关注价值创造的实际过程。这项研究的目的是通过从客户的角度探讨安全防护的价值创造，即客户的实际利益和牺牲以及客户感知的客户关系方面，从而加深对私人安全服务的理解。该研究基于对三个安全服务提供商的企业对企业客户的不限成员名额采访（n = 15）。该研究遵循了社会建构主义的范式和一种积极的访谈方法。定性主题分析的结果显示了客户价值的关键驱动因素。研究结果表明，客户价值集中在两个主题上：作为安全保障的护卫服务和作为专业企业对企业服务的护卫服务。总共确定了九个影响客户价值的价值驱动因素。第一个主题是反应性，可靠性，存在感和个人特征，第二个主题是职责，沟通，关系管理实践以及时间和精力之间的平衡。结论是，该研究认为，不仅应在预防犯罪和提供安全方面对保安人员的服务进行评估，还应考虑到所有保安人员的职责，包括客户服务和家政服务。还引入了新的术语“安全服务困境”，以描述在一个服务概念中将安全相关职责与非安全职责相结合的困难。

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