... into the traditional service triad, reframing them as attackers who influence value co-creation and service dynamics within the cybersecurity industry, particularly in the context of Cybersecurity-as-a-Service (CSaaS). We conclude that cyber-attackers represent agents of “value sabotage,” a novel concept that captures...

...Gaby Odekerken-Schröder; Kars Mennens; Mark Steins; Dominik Mahr Purpose Recent service studies suggest focusing on the service triad consisting of technology-customer-frontline employee (FLE). This study empirically investigates the role of service robots in this service triad, with the aim...

... and experience data by means of a patient observation template (n = 640) and a patient survey (n = 487). The combined data (n = 377) were analyzed using Bayesian models. Findings This study shows that opting for a service triad (i.e. outsourcing non-core services to a third party...