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Veselina Milanova
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Last Name
Milanova
First name
Veselina
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+41 71 224 7995
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PublicationSharing intangibles: Uncovering individual motives for engagement in a sharing service settingThe sharing economy has shifted the way in which goods and services are consumed - from exclusive ownership toward collective usage with economic benefits. Current literature addresses consumer motives to participate in commercial sharing of goods and services with a physical manifestation. In contrast, this study shows the relevance of intangibility for sharing services and empirically examines consumers' motives, perceptions, and experiences in the context of a new insurance model. A qualitative investigation reveals three main characteristics of intangible service sharing: financial benefits as a main motivator for participation, emerging weak social and symbolic values in a controlled environment, and a network of strangers as a crucial precondition for sharing. The work contributes to research on the sharing economy as well as to managerial considerations for the design of sharing services. In particular, managers need to balance between community development and the preservation of anonymity when promoting sharing services based on intangible elements.Type: journal articleJournal: Journal of Business Research : JBRVolume: 75
Scopus© Citations 125 -
PublicationType: conference paper
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PublicationType: conference paper
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PublicationType: conference paper
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PublicationThe Price of Delegating Decisions: Effects on Consumer Responsibility and Future Decisions( 2016)Decision delegation to professionals is supposed to lead to better decisions for consumers. But sometimes the delegation of insurance decisions is a choice without awareness for the ones who delegate. This paper analyses consumers` awareness of the individual responsibility that is involved in the delegation of financial decisions to a surrogate. Surrogates often have to deal with conflicts of interests especially related to their remuneration. It is questionable whether consumers who delegate insurance decisions to such surrogates consider themselves as well responsible for these decisions. None of the current policy proposals in the EU or Switzerland consider it necessary to raise consumers` awareness of who is responsible for a delegated insurance decision. Our results indicate that delegating financial decisions impairs consumers` perception of individual responsibility and thus may trigger less learning effects for future decisions. Our finding suggest that minimizing conflicts of interest through disclosure of price differences across distribution channels (online versus insurance advisors) can provoke a shift in channel usage as an unintended policy consequence. This research provides insights for further elaboration of the EU Insurance Distribution Directive proposal and similar regulations in Switzerland.Type: conference paper
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PublicationKonsumentenschutz aus Kundensicht: Eine empirische Studie im Schweizer Versicherungsmarkt(Institut für Versicherungswirtschaft der Universität St Gallen, 2015)
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PublicationRe-Setting the Stage for Privacy : A Multi-Layered Privacy Interaction Framework and Its Application(Stämpfli, 2014)
;Aeschlimann, Lea Sophie ;Harasgama, Rehana ;Tamò, AureliaThis book chapter develops a mulit-layered privacy interaction framework to account for the social embeddedness of online privacy. Drawing on Urie Bronfenbrenner's ecological systems theory, we analyze informational privacy on the Internet on four layers: the micro-system, the exo-system, the meso-system and the macro-system. The micro-system encompasses the individual and its psychological decisions; the exo-system relates to Internet companies and organizations; the meso-system describes cultural and temporal aspects; and the macro-system deals with legal and regulatory questions. Privacy on each layer is first analyzed independently and then as a series of interactions between the different layers. Each interaction is illustrated with a current example. The chapter concludes with a range of theoretical and practical implications. It is one of the first attempts to conceptualize online privacy as a multi-level and multi-dimensional phenomenon.Type: book sectionVolume: 1Issue: 9 -
PublicationBig Brother kommt per E-Mail : Das "Sankt Galler Privacy Interaction Framework" am Beispiel des E-Mail-Trackings erklärt(Universität St.Gallen, 2015-05-13)
;Aeschlimann, Lea Sophie ;Harasgama, RehanaTamò, AureliaType: newspaper articleJournal: HSG Focus - DossierIssue: 2 -
PublicationType: newspaper articleJournal: Die VolkswirtschaftVolume: 87Issue: 5