Improving customer satisfaction by increasing the reach: Life Insurance Corporation of India

2016 ◽  
Vol 6 (2) ◽  
pp. 1-21
Author(s):  
Prashant Raman
Keyword(s):  
Customer Satisfaction ◽  
Learning Outcomes ◽  
Life Insurance ◽  
Traditional Approach ◽  
Insurance Industry ◽  
Subject Area ◽  
Modern Approach ◽  
Content Type ◽  
Daunting Task

Subject area Strategic Management and Marketing. Study level/applicability Management students (MBA). Case overview In the present times of global competition and busy schedules of individuals, it is expected that companies provide service with security, sincerity and flexibility keeping pace with changing global scenario of marketing. Service receiver expects competitive and optimum facilities with ease while sitting in any corner of the world at any time of the day. It implies that the service provider should be available at all times/all places for satisfying the needs of the customers. A daunting task ahead of Life Insurance Corporation of India (LIC) was to change its conventional approach and work toward a newer, user-friendly one. The top management, i.e. the Board of Directors, took up the task of identifying a quicker but securer approach to provide optimum facilities to the policyholders. Expected learning outcomes Achieving customer satisfaction through alternate collection channels and retaining market share, role of customer servicing in creating competitive advantage, challenges for a large public sector enterprise – traditional approach or modern approach, role of private companies in development of insurance industry, creating awareness about the product/service through different distribution channels and use of information and telecommunication technologies to reach remote places, are the expected learning outcomes. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS 8: Marketing

Employing CSR in SME development to survive Arab Spring fluctuations – the case of Egypt: General Authority for Investment (GAFI)

2013 ◽  
Vol 3 (1) ◽  
pp. 1-6
Author(s):  
Hadia Hamdy Abdel Aziz ◽  
Menatallah Darrag
Keyword(s):  
Economic Development ◽  
Learning Outcomes ◽  
Arab Spring ◽  
Subject Area ◽  
Content Type ◽  
World Class ◽  
Corporate Social ◽  
The Arab Spring ◽  
Clinic Program

Subject area Business ethics, sustainability and economic development. Study level/applicability This case is suitable for both advanced undergraduate and postgraduate levels. Case overview The case presents a pioneering initiative run by the Egyptian General Authority for Investment (GAFI) to mitigate the implications of the 25th of January revolution on SMEs. The case describes the “Business Clinic” program that was designed to provide SMEs with world class consultancy services through the CSR programs of large local and multinational consultancy firms. Expected learning outcomes The case should help students in: defining corporate social responsibility and describing its importance; describing the role of SMEs in economic development; identifying the different growth obstacles that face SMEs; relating theories in different managerial fields that could be linked to CSR and development; investigating the Arab Spring and describing its repercussions on economic development and sustainability; and illustrating CSR role in solving SME problems. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

An investigation of the effects of corporate social responsibility on corporate reputation and customer loyalty – evidence from the Taiwan non-life insurance industry

2017 ◽  
Vol 13 (2) ◽  
pp. 355-369 ◽  
Author(s):  
Chen-Ying Lee ◽  
Wei-Chen Chang ◽  
Hsin-Ching Lee
Keyword(s):  
Corporate Social Responsibility ◽  
Customer Loyalty ◽  
Life Insurance ◽  
Corporate Reputation ◽  
Brand Image ◽  
Insurance Industry ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Social

Purpose Corporate social responsibility (CSR) has gradually come to be regarded as a strategic business tool, and has a significant influence on consumers’ behaviours, but few studies discuss CSR regarding consumers’ behaviour in the insurance industry. The purpose of this paper is to investigate the effects of CSR on corporate reputation and customer loyalty. Design/methodology/approach This paper used a survey to assess consumers’ perception regarding CSR activities from non-life insurance industries. The questionnaires were administered to consumers who have purchased insurance in Taiwan. The survey questions were tested through an exploratory factor analysis. An analysis of variance and multiple regressions were performed to test the hypotheses. Findings The empirical results demonstrate that CSR activities have significantly positive influences on corporate reputation and customer loyalty. Additionally, CSR activities also have significantly positive influences on brand image. Furthermore, the study indicates the mediating role of brand image on CSR, corporate reputation and customer loyalty. Originality/value This paper establishes the mediating role of brand image among CSR, corporate reputation and customer loyalty for non-life insurance industries. Additionally, the empirical results focus on analysing the impact of CSR on customer’s behaviour, and strongly encourage insurers to continue investing; CSR and brand image can be strategic marketing tools and promote the sustainable development of insurance.

The effect of service innovation on customer behavioral intention in the Taiwanese insurance sector: the role of word of mouth and corporate social responsibility

2020 ◽  
Vol 14 (3) ◽  
pp. 341-360 ◽  
Author(s):  
Jui-I Chang ◽  
Chen-Ying Lee
Keyword(s):  
Social Responsibility ◽  
Life Insurance ◽  
Behavioral Intention ◽  
Behavioral Intentions ◽  
Word Of Mouth ◽  
Insurance Industry ◽  
Service Innovation ◽  
Content Type ◽  
Corporate Social

Purpose Service innovation has been one of the essential elements to meet the customers’ requirements, but few studies discuss service innovation regarding behavioral intention in the insurance industry. This paper aims to investigate the effects of service innovation on customer behavioral intention and examines the role of word-of-mouth (WOM) and corporate social responsibility (CSR). Design/methodology/approach This paper used a survey to assess consumer behavioral intention regarding service innovation activities from life insurance. Questionnaires were administered to consumers who have purchased life insurance in Taiwan and the survey questions were tested through factor analysis. An analysis of multiple and hierarchical regression was performed to test the hypotheses. Findings The empirical results demonstrate that life insurance service innovation has a significantly positive influence on WOM and behavioral intention. Additionally, WOM has a partially mediating effect between service innovation and behavioral intention. Furthermore, the study indicates that CSR has a moderating effect on the relationship between service innovation and behavioral intentions. Originality/value Considering the uniqueness of this study in the context of Taiwan, the research draws on signaling theory as the framework to explore service innovation and the impact of social responsibility on consumer behavioral intentions in the Taiwanese insurance industry. Additionally, the results can be considered a service marketing strategy and are applicable to the financial service industry in some developing Asian countries

Synergy between ISA and manual auditing practises at Jain Chowdhary & Company, India

2011 ◽  
Vol 1 (3) ◽  
pp. 1-14
Author(s):  
Meghna Rishi ◽  
Anjana Singh
Keyword(s):  
Learning Outcomes ◽  
Financial Management ◽  
Subject Area ◽  
Internal Controls ◽  
Content Type ◽  
Teaching Objectives ◽  
The Cost ◽  
Source Of Information

Subject area Finance, accountancy, auditing. Study level/applicability Supports information systems audit (ISA), auditing practises and controls, corporate governance and internal controls and financial management modules, business administration and MBA programmes. Case overview The case study focuses on the implementation of ISA and information technology in the highly responsible task of executing financial audits The case emphasises on the fact that the advantages of ISA can only be reaped when they are amalgamated with an auditor's scrutiny, sharp eye, extensive knowledge of auditing systems and accounting principles and a rich experience of the auditing function. The suggested synergy also facilitates a reduction of around 60 per cent, in the cost of executing the audits and the man-hours required to complete the audit, as in the case of Jain Chowdhary & Company. Expected learning outcomes The case helps students to comprehend the relevance of audit trail. It emphasises on the importance of identifying the source of information and tracking raw data backward. It familiarises the students with the complexities involved in a real audit and emphasises on the role of logic, intelligence, diligence, patience and farsightedness while performing the auditing function. It is important for them to understand how White collar crimes take place in real business economy. This case, hence exposes students to these nuances and can make a student, from a non-commerce background, understand the key elements of efficient auditing. (Elaborate teaching objectives are appended in the teaching note.) Supplementary materials Teaching note.

CORE PDS: empowering the poor

2017 ◽  
Vol 7 (1) ◽  
pp. 1-28
Author(s):  
Namrata Sharma ◽  
B.S. Sahay ◽  
PRS Sarma
Keyword(s):  
Learning Outcomes ◽  
Rural Areas ◽  
Distribution System ◽  
Urban Areas ◽  
Phase 1 ◽  
Subject Area ◽  
Mass Scale ◽  
Content Type ◽  
Ict For Development

Structured abstract Subject area information and communication technology (ICT) for development. Study level/applicability Master of Business Administration Program’s Management Information Systems courses. Or introductory courses in Masters in ICT for Development. Case overview The paper aims to highlight the endeavour of public distribution system (PDS), a food security scheme for under-privileged people in India, towards excellence, using ICT in the state of Chhattisgarh. It presents two important roles of ICT: one, as a system improvement tool, through supply chain integration (in Phase 1) and, the other, as tool for empowerment, by providing choices through computerized online real-time electronic (CORE) PDS (in Phase 2). CORE PDS was intended to provide choices of retail outlets to poor beneficiaries for collecting their food entitlement, breaking the retail outlet’s monopoly. The project was successfully implemented in some urban areas of Chhattisgarh, providing motivation for its mass scale roll-out. But, the contextual differences between rural and urban settings were raising questions on the ultimate value expected to be delivered by the project in rural areas. Expected learning outcomes Two major learning outcomes of the case: students will appreciate the multi-faceted role of ICT in improving the performance of a system meant for a financially poor section of the society; students will understand the role of contextual settings in a developing economy in the endeavour of ICT projects for societal development. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS 10: Public Sector Management.

PepsiCo MEA: the role of packaging in brand activation

2015 ◽  
Vol 5 (3) ◽  
pp. 1-12
Author(s):  
Melodena Stephens Balakrishnan
Keyword(s):  
Learning Outcomes ◽  
International Business ◽  
Business Strategy ◽  
Consumer Behaviour ◽  
Subject Area ◽  
Master's Students ◽  
Content Type ◽  
Advertising Industry ◽  
Business Practitioners

Subject area Marketing, International Business, Strategy, Packaging, Promotion. Study level/applicability Graduate students. Case overview This case is recommended to master's students studying consumer behaviour, products strategy, brand activation and international business. Practitioners in the food industry, design and advertising industry may also find this case interesting. Policymakers looking at mobility of products across borders may also consider this case interesting. Expected learning outcomes This paper explains the role of packaging in brand and product strategy; describes how packaging can give a competitive advantage in the fast-moving consumer goods category; relates consumer insights to strategy using packaging to achieve market objectives like penetration, market share increase, engagement and loyalty. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

KTS Saving and Credit Society: managing communication

2016 ◽  
Vol 6 (2) ◽  
pp. 1-13
Author(s):  
Anne Christine Wanjiru Kabui
Keyword(s):  
Organizational Change ◽  
Resource Management ◽  
Human Resource Management ◽  
Learning Outcomes ◽  
Human Resource ◽  
Subject Area ◽  
Critical Function ◽  
Content Type ◽  
Post Graduate

Subject area Management. Study level/applicability Undergraduate and Post Graduate. Case overview Communication is a critical function of management, as it allows all stakeholders in an organization effectively and appropriately express their views in turn enabling the organization accurately execute its mandate and meet its objectives and those of its stakeholders. Expected learning outcomes The student should be able to describe communication as a function of management, evaluate the process of communication, differentiate forms of communication, identify the networks of communication, examine the barriers of communication and role of managers in using communication to achieve organizational change. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS 6: Human resource management.

Islamic influence on customer satisfaction: evidence from Takaful and conventional insurance industry

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Waheed Akhter ◽  
Hassan Jamil ◽  
Kim-Shyan Fam
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Insurance Industry ◽  
Vital Role ◽  
Content Type ◽  
Customer Switching ◽  
The Family ◽  
Managerial Implications ◽  
The Impact

Purpose This paper aims to identify Islamic influence on customer satisfaction in Pakistan Takaful and conventional insurance industry. Specifically, it analyses the vital role of Shari’ah perception in achieving higher customer satisfaction. Design/methodology/approach The data from 400 customers of both the family Takāful and life insurance (200 each) were collected. Further, the regression-based bootstrapping approach was applied through process macro developed by Hayes (2013). Findings The results indicate that a higher Shari’ah perception positively affects the customer satisfaction in the Takaful industry with improved service and relationship quality; whereas, it negatively affects customer satisfaction in case of the conventional insurance. Further, it has been found that customer satisfaction partially mediates the customer switching intentions in both the Takaful and conventional insurance industry in the presence of service quality and relationship quality. Practical implications This research will enable the practitioners to understand the factors that affect customer satisfaction in Pakistan. It has the essential policy and managerial implications for the growth of the Takaful and conventional insurance industry. Originality/value This is one of the pioneer studies investigating the impact of Islamic influence (specifically Shari’ah perception) on customer satisfaction in both the Takaful and conventional insurance industry in Pakistan.

Cervejaria Noi: brewing a go-to-market strategy

2018 ◽  
Vol 8 (1) ◽  
pp. 1-18
Author(s):  
Paulo Arthur Mauro ◽  
Kateline Ketne Daltoé ◽  
João Ricardo da Costa Lopes ◽  
Flavia d Albergaria Freitas ◽  
Victor M.C. Almeida
Keyword(s):  
Learning Outcomes ◽  
Case Reports ◽  
Subject Area ◽  
Marketing Channels ◽  
New Markets ◽  
Market Strategy ◽  
Content Type ◽  
Mba Students ◽  
Advantages And Disadvantages

Subject area Marketing Channels. Study level/applicability The case was developed to stimulate the discussion about decisions and strategies of channel and was recommended for MBA students in courses such as Marketing Channels or Trade Marketing in Business Administration. Case overview The case reports the dilemma experienced in 2013 by Osmar Buzin, one of the partners of Cervejaria Noi, whose specialty beers had achieved prestige among their customers, mainly in the city of Niterói, RJ, where the company was born. This success aroused the interest of other markets that wanted to sell their products. The opportunity for expansion brought together the need to decide how to meet these new markets: deliver directly to the points of sale, as it did before; or use distributors. Osmar knew that he could count on Gilmar Gutbrodt, his partner and brewmaster, along with Bianca Buzin, the General Manager of the brewery to evaluate together the best strategy for reaching new markets. Expected learning outcomes It is expected that at the end of the discussion of the case, students will be able to achieve the following learning outcomes: to design the path-to-market, identifying the role of intermediaries; to identify distribution alternatives and key channel members; and to perceive the advantages and disadvantages of intermediation and its unfolding in channel management. Supplementary materials Teaching Notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes. Subject code CSS: 8: Marketing.

Road to default: Tracoma holding Berhad Bai Bithaman Ajil Debt securities (BaIDS)

2015 ◽  
Vol 5 (5) ◽  
pp. 1-6
Author(s):  
A.M. Hafizi ◽  
Shahida Shahimi ◽  
Mohd Hafizuddin Syah Bangaan Abdullah ◽  
M. Badrul Hakimi Daud
Keyword(s):  
Learning Outcomes ◽  
Capital Market ◽  
Credit Rating ◽  
Subject Area ◽  
Capital Requirements ◽  
Fund Raising ◽  
Case Scenario ◽  
Worst Case ◽  
Content Type ◽  
Analytical Skills

Subject area Islamic Finance and Investment Study level/applicability Level of program/audience: Advanced undergraduate and postgraduate. Courses Intermediate and Advanced Finance, Economics, Islamic Economics & Finance, Islamic Banking & Finance, Islamic Capital Market and other relevant courses. Specifictopics/syllabus Capital markets instruments, conventional or Islamic. Case overview This case focuses on Tracoma Holding Berhad Bai Bithaman Ajil Debt Securities (BaIDS) amounting to RM 100 million which was issued by Tracoma Holding Berhad in 2005. It was the first issuance of a sukuk (Islamic debt securities or bond) by the company. The proceeds were used to finance its growth and to repay existing bank borrowings and capital requirements. This case is interesting, as it allows students to study the bai bithaman ajil sukuk structure and issuance process in the Malaysian capital market. It also provides basic financial transaction and credit rating of sukuk which requires analytical skills. Being a debt-based facility, the sukuk was subjected to credit rating evaluation by the MARC, the rating agency appointed by the company. Further downgrading of the sukuk meant it would lead to the worst-case scenario. Some actions needed to be taken to solve this issue; therefore, the CFO suggested an urgent meeting with the sukuk holders. Expected learning outcomes The students should be able to: understand the issuance process and the principle of BBA (bai bithamin ajil) in sukuk structure; understand reason(s) methods of fund raising by firm and the allocations of fund; understand the sukuk default issue; analyze the reasons for sukuk default; understand the importance of debt securities credit ratings; and identify investors' protection in the case of sukuk default. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email [email protected] to request teaching notes.

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