scholarly journals The Customer Orientation Service of Spanish Brokers in the Insurance Industry: The Advisory Service of the Insurance Distribution Channel Bancassurance

2020 ◽  
Vol 12 (7) ◽  
pp. 2970
Author(s):  
Miguel Angel Latorre Guillem
Keyword(s):  
Customer Service ◽  
Social Service ◽  
Environmental Performance ◽  
Customer Orientation ◽  
Insurance Industry ◽  
Distribution Channel ◽  
Advisory Service ◽  
Insurance Broker ◽  
Brokerage Firms ◽  
Customer Values

This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by a personalised customer service, and banks’ advisory services on insurance. To this end, the study uses a sample of insurance brokerage firms in Spain. The results presented in this study suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardized insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail social behaviour that involves customer-orientation and, possibly, social service and environmental performance.

scholarly journals The Customer-Oriented Service of Spanish Brokers in the Insurance Industry: The Advice Service of the Distribution Channel Bancassurance

2020 ◽  
Author(s):  
Miguel Ángel Latorre Guillem
Keyword(s):  
Customer Service ◽  
Social Service ◽  
Customer Orientation ◽  
Insurance Industry ◽  
Distribution Channel ◽  
New Production ◽  
Advisory Service ◽  
Insurance Broker ◽  
Customer Values ◽  
Advice Service

This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law of 26/2006 of July 17 on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by providing a personalised customer service, and banks’ advisory services on insurance. To this end, we study the evolution of the total volume of business and new production, compared for a portfolio of insurance products. The results presented in this research suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardised insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail an ethical and social behaviour that involves customer-orientation and, possibly, social service, which does not always benefit the insurer.

scholarly journals History of origin and development of customer service

Upravlenie ◽  
2020 ◽  
Vol 7 (4) ◽  
pp. 54-59 ◽  
Author(s):  
T. N. Sakulyeva ◽  
S. Trombetta
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Customer Orientation ◽  
Qualitative Change ◽  
Service Development ◽  
Class Division ◽  
Service Concept ◽  
Trade Relations ◽  
The People ◽  
History Of

Any interaction between two or more actors always involves different factors: economic, social, cultural, political and o ther. Studying the history of the service concept is impossible in the break from the study of the concept of trade. These two concepts in an inseparable bundle to more accurately reflect the importance of service both in small trade transactions and for the work of transport industry leaders, – have been considered in the article.The trade and economic breakthrough in the development of international trade relations, which dates back to the XIII century. The most important period for studying the history of the service concept as a key aspect of trade. The XX century has become really important for customer service. Created prerequisites, development of production, qualitative change in the life of the population – all it allowed both Russia and Europe to step far forward in terms of the service concept. If up to this point, the world has been convinced, that supply creates demand, then with the development of supply, with the expansion of services, with the advent of new modes of transport, namely, with the emergence of alternatives in any sphere of society, there is a new task – to attract customer to its product.The result of changes in the service sector in the XX century was a reorientation from production to customer, despite the uneven development of the countries of Europe and Russia, in the XXI century the countries rose about one step of service development. The only thing, that has become the strongest difference are the mental values of the people of Europe and Russia. Customer orientation prevails over one’s own interests, as the moral satisfaction of the process of interaction with the client is on a par with the material. Lack of class division of customers, and understanding the importance of separating needs according to opportunities is the basis for the development of service on transport.

Developing life insurer-insurance intermediary relationships

2014 ◽  
Vol 24 (5) ◽  
pp. 455-468 ◽  
Author(s):  
Tsu-Wei Yu ◽  
Mei-Su Chen
Keyword(s):  
Customer Orientation ◽  
Insurance Industry ◽  
Marketing Channel ◽  
Influential Factors ◽  
Content Type ◽  
Life Insurers ◽  
Relationship Orientation ◽  
Cooperative Relationship ◽  
Positive Effect

Purpose – The purpose of this paper is to investigate the influential factors of the antecedents of relationship quality (RQ), RQ, and long-term relationship orientation between the members that constitute the insurance marketing channel. Design/methodology/approach – This study uses in-depth interviews as well as a survey to examine long-term relationship orientation between life insurers and insurance intermediaries in Taiwan. Findings – Results indicate that antecedents of RQ (customer orientation, expertise, similarity, and contact intensity) have a positive effect on RQ. Relationship qualities (trust, satisfaction, and commitment) have a positive effect on the long-term relationship orientation. The antecedents of RQ have a positive effect on the interaction of long-term relationship orientation through mediating effects of RQ. Originality/value – It fills a gap in the literature by explores the long-term cooperative relationship between life insurers and insurance intermediaries based on the RQ perspective. Further, previous studies have focused on the automobile, food, electronic information, textile, and financial industries. Few studies have looked at insurance marketing outsourcing from a RQ perspective. Thus, this study will be useful to decision makers in the insurance industry seeking to improve their supplier-distributor relationships.

Mastering Customer Service, Customer Experience, and Customer Orientation in the Hospitality and Tourism Industry

2017 ◽  
pp. 115-140 ◽  
Author(s):  
Kijpokin Kasemsap
Keyword(s):  
Organizational Performance ◽  
Customer Service ◽  
Airline Industry ◽  
Customer Orientation ◽  
Customer Experience ◽  
Tourism Industry ◽  
Optimization Techniques ◽  
Hospitality And Tourism ◽  
Travel Industry ◽  
Hospitality And Tourism Industry

This chapter presents the utilization of optimization techniques in the hospitality and tourism industry; the perspectives on customer service and customer service teams; customer service and service leadership; customer service behavior in the travel industry; the overview of customer experience; customer experience, customer satisfaction, and service quality in the airline industry; customer experience and budget hotel in the hospitality industry; the issues with customer orientation; and the relationship between customer orientation and service innovation in the hotel industry. Optimization techniques are the essential approaches to many real-world problems, and can be applied to promote the performance of hospitality and tourism industry regarding customer service, customer experience, and customer orientation. The chapter argues that enhancing customer service, customer experience, and customer orientation through optimization techniques has the potential to increase organizational performance and reach strategic goals in the hospitality and tourism industry.

Extending and Applying Business Intelligence and Customer Strategies for Green ICT

2011 ◽  
pp. 1198-1212
Author(s):  
Bhuvan Unhelkar ◽  
Amit Tiwary
Keyword(s):  
Customer Service ◽  
Carbon Footprint ◽  
Business Intelligence ◽  
Environmental Performance ◽  
Business Performance ◽  
Multiple Contacts ◽  
Extra Energy ◽  
Strategic Approach ◽  
Customer Services ◽  
First Contact

This chapter extends and applies the concepts of Business Intelligence (BI) within business to help improve its environmental performance. When BI is used to improve customer service and optimize business performance, the result can also be used to reduce the carbon footprint of the organization. Various ways to improve customer service as well as cross-selling and up-selling to customers are discussed in the context of the carbon footprint – and with suggestions to improve that footprint. This is a strategic approach to the use of BI in environmental performance – resulting in what is called Environmental Intelligence. The suggestion is to use Business intelligence to improve the overall resources usage (by reducing energy and paper usage) of the organizations without compromising on customer services. For example if the customers are serviced on first contact, the follow on activities involving multiple contacts with customers and marketing paper material could be reduced. This will provide the organizations with better customer satisfaction and also reduce the extra energy usage in developing heavy duty BI infrastructure and paper used for the marketing purpose to woo back the customers.

The Moment of Truth: A Review, Synthesis, and Research Agenda for the Customer Service Experience

2019 ◽  
Vol 6 (1) ◽  
pp. 89-113 ◽  
Author(s):  
Markus Groth ◽  
Yu Wu ◽  
Helena Nguyen ◽  
Anya Johnson
Keyword(s):  
Customer Service ◽  
Emotional Labor ◽  
Customer Orientation ◽  
Current Knowledge ◽  
Service Research ◽  
Future Research ◽  
Central Feature ◽  
Service Employees ◽  
Theoretical Perspectives ◽  
The Moment

Customer service is a central feature of the service context. As service research has evolved into a burgeoning multidisciplinary field, management scholars have developed an impressive body of research regarding the antecedents, processes, and outcomes of customer service. We provide an integrative review and synthesis of the literature with a focus on three important and interrelated aspects of customer service that specifically focus on the interpersonal service interaction between employees and customers: ( a) affect in customer service, including emotional labor and emotional contagion processes; ( b) customer mistreatment, the low-quality interpersonal treatment of customers toward service employees; and ( c) customer service behaviors, including customer orientation and service-oriented citizenship behaviors. We review theoretical perspectives for each of these streams of research and summarize the current knowledge regarding empirical findings. We provide a critical assessment of the literature and conclude with a discussion of future research agendas and practical implications for service managers.

scholarly journals Digital transformations of logistics customer service business models

2020 ◽  
pp. 57-75
Author(s):  
Mariia Hryhorak ◽  
Natalia Trushkina ◽  
Tadeusz Popkowski ◽  
Kateryna Molchanova
Keyword(s):  
Information And Communication Technologies ◽  
Customer Service ◽  
Business Models ◽  
Customer Orientation ◽  
Synergetic Effect ◽  
Digital Transformation ◽  
Customer Relationship ◽  
Management Tool ◽  
Mutual Relations ◽  
Marketing Information

The article presents the results of expert surveys conducted by international organizations as a method of empirical research to identify current problems, features and trends of customer-oriented logistics services to consumers in the context of digital space. The statistical analysis of the indicators characterizing the level of use of information and communication technologies at management of mutual relations with consumers at the Ukrainian enterprises is executed. The key barriers that hinder the digital transformation of the logistics service have been identified, which are conditionally classified into 6 groups: trading, transport, marketing, information, organizational and financial and economic. The content structure of CRM-system implementation as a customer relationship management tool is proposed. The expediency of the complex approach application to digital transformation of consumers logistic service on the basis of customer orientation is substantiated and the formula of an estimation of synergetic effect from its realization is offered.

scholarly journals (I'm) Happy to Help (You): The Impact of Personal Pronoun Use in Customer–Firm Interactions

2018 ◽  
Vol 55 (4) ◽  
pp. 541-555 ◽  
Author(s):  
Grant Packard ◽  
Sarah G. Moore ◽  
Brent McFerran
Keyword(s):  
Customer Service ◽  
Customer Orientation ◽  
Purchase Intentions ◽  
Purchase Behavior ◽  
Personal Pronoun ◽  
Negative Consequences ◽  
Lab Experiments ◽  
Customer Service Representatives ◽  
And Behavior ◽  
The Impact

In responding to customer questions or complaints, should marketing agents linguistically “put the customer first” by using certain personal pronouns? Customer orientation theory, managerial literature, and surveys of managers, customer service representatives, and consumers suggest that firm agents should emphasize how “we” (the firm) serve “you” (the customer), while de-emphasizing “I” (the agent) in these customer–firm interactions. The authors find evidence of this language pattern in use at over 40 firms. However, they theorize and demonstrate that these personal pronoun emphases are often suboptimal. Five studies using lab experiments and field data reveal that firm agents who refer to themselves using “I” rather than “we” pronouns increase customers’ perceptions that the agent feels and acts on their behalf. In turn, these positive perceptions of empathy and agency lead to increased customer satisfaction, purchase intentions, and purchase behavior. Furthermore, the authors find that customer-referencing “you” pronouns have little impact on these outcomes and can sometimes have negative consequences. These findings enhance understanding of how, when, and why language use affects social perception and behavior and provide valuable insights for marketers.

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