A service experience corresponds to a soci al process in which the “production” involves both a provider and a client. Th is production process relies on the well- being of them both to ensure proper value creation. We posit that the link between well-being and value creation can thus also be studied from the risk management perspective (i.e. “ill-being” and “value destruction”). We employed an explorato- ry approach to build new theory. The study focused on the Geneva wealth man- agement service sector, which is in crisis . The results suggest that human risks in- fluencing “job demands and resources” (JD- R model) lead to ill-being and value destruction.