The Relationship Is the Brand: Sales Reps and Information for New Service Development in Thai Life Insurance

Author(s):  
Ranchana Rajatanavin ◽  
Mark Spreece
2015 ◽  
Vol 1 (1) ◽  
pp. 13 ◽  
Author(s):  
Mukhles M. Al-Ababneh

This study aims to explore the impact of Employee Service Innovation Behavior (ESIB) on New Service Development (NSD) among hotels’ employees. A research model was proposed in which one hypothesis was developed. The empirical data were collected from employees who are working in four- and five-star hotels in Jordan. A total of 332 questionnaires were returned and the data were analyzed using a single regression to determine the relationship between ESIB and NSD. The results supported the proposed model that there is a significant relationship between ESIB and NSD, and it also found that service innovation performance is exited in the hotel industry. The theoretical and managerial implications were drawn based on the study findings, and recommendations for future researchers were made, and limitations and conclusions are discussed.


2009 ◽  
Vol 13 (03) ◽  
pp. 371-392 ◽  
Author(s):  
SHUNZHONG LIU

Current research on new service development (NSD) management has resulted in an impressive amount of literature on the success factors of new service development, but there is little literature on NSD organizational culture. The purpose of this study was to assess the relationship between organization culture and NSD performance. Data were collected via questionnaires through face-to-face interviews with KIBS managers knowledgeable about NSD in their organization (sample size 192). The set correlation analysis was chosen to assess and evaluate the relationship between organization culture and NSD performance. Research results indicate that there exist strongly complementary relationships among innovative supportive culture, market orientation culture, learning culture and customer communication culture. This study outlines that the NSD management should perform to foster the different NSD organizational culture together and thereby enhance the performance of new service development activities.


2020 ◽  
Vol 3 (3) ◽  
pp. 303-331
Author(s):  
Muhammad Sabbir Rahman ◽  
Bashir Hussain ◽  
Mehdi Hussain ◽  
Hasliza Hassan ◽  
Raechel Johns

PurposeThe aim of this research is to examine the key determinants influencing the success of new service development projects (NSDPs) across four service typologies context.Design/methodology/approachThe researchers used the scenario-based survey method in an NSDP setting. Structural equation modelling (SEM) was used to test the proposed hypotheses based on survey data from 570 managers under four service typologies.FindingsService firms' cross-functional integration (CFI) and internal project team efficiency (IPTE) positively influenced NSDPs. The results also indicated that both technology infrastructure (TI) and IPTE mediated the relationship between CFI and NSDPs. In addition, the mediation effect of TI existed between the relationship of IPTE and NSDPs. Furthermore, the proposed model confirms that, for NSDPs, the role of knowledge-sharing behaviour (KSB), authentic leadership (AL) and firm's culture (FC) across the four service typologies moderated the relationship.Practical implicationsWith a better understanding of the dynamics of the aforementioned variables, service managers and the project team can more effectively develop and execute strategies for an NSDP. The article enables practitioners to expand their current understanding of NSDPs by providing insights of the unique antecedents that are significant for new service development across four service types.Originality/valueThis research is the first of its kind to examine the mediating role of KSB and TI in determining NSDPs. This study provides one of the first empirical examinations on NSDPs in the context of four service typologies from the perspective of a developing country, where the service industry is competitive. The study demonstrates that the critical success factors of NSDPs do not differ across service types, thereby confirming the “One Basket Fits all” assumption in the current NSDP research study.


2020 ◽  
Vol 120 (10) ◽  
pp. 1835-1862
Author(s):  
Lei Li ◽  
Bo Liu ◽  
Huimin Mu

PurposeThis paper investigates the paths through which innovation community affects content providers' new service development (NSD) performance in technology-based service ecosystem and contingency factors exist in the paths.Design/methodology/approachThe research model is built based on service-dominant (S-D) logic, exploring the relationship among innovation community, content providers' knowledge acquisition and content providers' NSD performance as well as the moderating role of content providers' technology readiness and content providers' complexity. Using survey data collected from 386 content providers of selected open network platforms in China, this study finds broad support for the proposed research model.FindingsThe findings of this paper reveal that content providers' tacit knowledge acquisition from users plays a mediating role between the innovation community and new service ratings. Content providers' technology readiness plays a positive moderating role in the relationship between innovation community and their explicit or tacit knowledge acquisition. Content providers' task complexity negatively moderates the effects of their explicit knowledge acquisition from users on new service volumes or ratings, but positively moderates the effects of tacit knowledge acquisition from users on new service volumes or ratings.Originality/valueThough extant literature highlights the importance of knowledge acquisition in NSD performance, few studies explore the antecedents of content providers' knowledge acquisition from users and the paths through which these antecedents affect content providers' NSD performance. Moreover, boundary conditions exist in the process of improving NSD performance are generally ignored in previous literature. With the lens of S-D logic, this paper explicates how content providers of different technology readiness and different task complexity enhance their new service volumes and ratings through acquiring explicit and tacit knowledge from users in innovation community. Adopting S-D logic from marketing area to NSD area, this paper not only enriches the theoretical accumulations of antecedents and boundary conditions of content providers' NSD performance but also offers insights for content providers and users on how to synergistically advance NSD activities and co-create value in the technology-based service ecosystem.


Crisis ◽  
2010 ◽  
Vol 31 (4) ◽  
pp. 217-223 ◽  
Author(s):  
Paul Yip ◽  
David Pitt ◽  
Yan Wang ◽  
Xueyuan Wu ◽  
Ray Watson ◽  
...  

Background: We study the impact of suicide-exclusion periods, common in life insurance policies in Australia, on suicide and accidental death rates for life-insured individuals. If a life-insured individual dies by suicide during the period of suicide exclusion, commonly 13 months, the sum insured is not paid. Aims: We examine whether a suicide-exclusion period affects the timing of suicides. We also analyze whether accidental deaths are more prevalent during the suicide-exclusion period as life-insured individuals disguise their death by suicide. We assess the relationship between the insured sum and suicidal death rates. Methods: Crude and age-standardized rates of suicide, accidental death, and overall death, split by duration since the insured first bought their insurance policy, were computed. Results: There were significantly fewer suicides and no significant spike in the number of accidental deaths in the exclusion period for Australian life insurance data. More suicides, however, were detected for the first 2 years after the exclusion period. Higher insured sums are associated with higher rates of suicide. Conclusions: Adverse selection in Australian life insurance is exacerbated by including a suicide-exclusion period. Extension of the suicide-exclusion period to 3 years may prevent some “insurance-induced” suicides – a rationale for this conclusion is given.


2021 ◽  
Vol 13 (12) ◽  
pp. 6735
Author(s):  
Ganesh Dash ◽  
Debarun Chakraborty

This study explores the relationship between digital marketing practices, customer satisfaction, customer involvement, and purchase intention. The focus is on the life insurance digital marketing strategies during a pandemic and the resultant lockdown and shutdown. This work sought to analyze the digital transformation of marketing practices and the customers’ resultant purchase intentions. COVID-19 was taken as the prevailing pandemic and its impact on the digital transformation of marketing strategies. Five dimensions of digital marketing strategies with eighteen items and three items each of customer satisfaction and purchase intention were considered for practical purposes. It used structural equation modeling to study 535 responses of life insurance customers. Findings indicate that SEM/SEO, display, and E-CRM practices significantly impacted customer satisfaction and purchase intention. Further, a mediation-cum-moderation approach was undertaken. Customer satisfaction significantly affected purchase intention and played a good mediator between digital marketing practices and purchase intention. Additionally, customer involvement moderated the relationship between content marketing and communication with purchase intention. This research work helps life insurance marketers in general. The digital channel managers expressly understand their key areas of strengths regarding the five dimensions of digital marketing strategies. Accordingly, they frame their plans for decision-making to improve customer satisfaction and resultant purchase intentions. It provides a direction for future adoption of specific marketing strategies during a pandemic and consequent shutdown and lockdowns.


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