Modelling Service Quality Life Insurance Services That Make Customers Happy And Keep Them Loyal
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Modelling Service Quality Life Insurance Services That Make Customers Happy And Keep Them Loyal
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Author : Chauhan Nisha
language : en
Publisher: Independent Author
Release Date : 2023-03-13
Modelling Service Quality Life Insurance Services That Make Customers Happy And Keep Them Loyal written by Chauhan Nisha and has been published by Independent Author this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-13 with Business & Economics categories.
Marketers in Life Insurance Services have always been concerned with the Customer Perceived Service Quality and Behavioural Intentions of the customers. The intensified competition has compelled the marketers to be more strategic in acquiring, dealing and keeping customers. In view of significance of selected constructs, present study reveals the level of service quality perceived, sense of satisfaction and loyalty felt by the customers of life insurance providers in India. A relationship model of the all the selected behavioural constructs is also purposed and tested with high reliability. A comprehensive analysis of available literature review laid the foundation of the study, initially. Later, first hand data was accessed from the randomly selected respondents from representative population of residents of Delhi and Haryana (NCR) who has taken life risks coverages from any of the life insurance service providers. The data analyzed, portrays agreeable/ good level of Service Quality perceived by the customer. Core Services provided to customers comes out as the top rated dimension of service quality, followed by Human Elements and Process of Service Delivery, Social Responsibility and lastly, Physical Evidence. The customers of life insurance services are also found satisfied and loyal with the service providers. Further, the structural equation established for selected variables confirms significant relationships among them. The model developed portrays a significant influence of service quality on customer satisfaction. One unit change in Service Quality leads to 0.61 units change in Customer Satisfaction and 0.57 unit change in Customer Loyalty. On the other hand, change of 0.23 unit in customer loyalty is derived from change in unit of customer satisfaction. The marketers were suggested according to the service delivery gaps and probable aspects to improve satisfaction and loyalty among customers. Established relationship model of service quality, customer satisfaction and loyalty may help in further researches on gap areas identified.
The Service Profit Chain
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Author : James L. Heskett
language : en
Publisher: Simon and Schuster
Release Date : 1997-04-10
The Service Profit Chain written by James L. Heskett and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-04-10 with Business & Economics categories.
In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Changes In The Life Insurance Industry Efficiency Technology And Risk Management
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Author : J. David Cummins
language : en
Publisher: Springer Science & Business Media
Release Date : 2012-12-06
Changes In The Life Insurance Industry Efficiency Technology And Risk Management written by J. David Cummins and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012-12-06 with Business & Economics categories.
Major challenges for life insurance companies have been posed by an unprecedented wave of mergers and acquisitions in the insurance industry and the emergence of non-traditional competitors such as banks, mutual fund companies and investment advisory firms. This is the first book to analyze the determinants of firm performance in the life insurance industry by identifying the `best practices' employed by leading insurers to succeed in this dynamic business environment. The book draws upon data from insurer financial statements as well as upon an extensive survey of life insurer management practices and strategic choices in distribution systems, information technology, mergers and acquisitions, human resources and financial strategies. Generic strategies such as cost leadership, customer focus, and product differentiation are analyzed as well as strategic practices specific to the insurance industry. Best practices are identified by measuring the economic efficiency of insurers and by comparing firms across the industry. Both cost and revenue efficiency are measured relative to best practice efficient frontiers consisting of the industry's dominant life insurance firms. Economies of scale and the effects of mergers and acquisitions on efficiency are also analyzed. Financial strategies are examined with specific reference to pricing policy, valuation of assets and liabilities, and the current state of firm-level risk management systems. The benchmarks established are the result of extensive fieldwork that identifies key financial risks and methodologies to both measure and manage them at the firm level. The results discussed in the book indicate that firm performance is significantly correlated with management practices and strategic choices. Thus, life insurers can improve profitability by adopting optimal combinations of strategies. The book contains important new material on the effects of strategic choices in product distribution systems, information technology, mergers and acquisitions, human resources, and financial risk management policies. In the area of efficiency, the methodology provides a new approach for identifying peer groups of insurers and measuring the performance of individual insurers relative to their peer group. On the topics of risk and pricing, new insights are offered relative to current methodologies and in regard to areas where improvement is clearly warranted. The book concludes with an analysis of the future opportunities and challenges in the life insurance industry facing managers, and the strategic options available to them to cope with these changes.
Bulletin Of The Atomic Scientists
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Author :
language : en
Publisher:
Release Date : 1955-04
Bulletin Of The Atomic Scientists written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1955-04 with categories.
The Bulletin of the Atomic Scientists is the premier public resource on scientific and technological developments that impact global security. Founded by Manhattan Project Scientists, the Bulletin's iconic "Doomsday Clock" stimulates solutions for a safer world.
Working Mother
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Author :
language : en
Publisher:
Release Date : 2002-10
Working Mother written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002-10 with categories.
The magazine that helps career moms balance their personal and professional lives.
The Effortless Experience
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Author : Matthew Dixon
language : en
Publisher: Penguin UK
Release Date : 2013-09-12
The Effortless Experience written by Matthew Dixon and has been published by Penguin UK this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-09-12 with Business & Economics categories.
A new breakthrough idea about how to win customer loyalty from Matthew Dixon, the bestselling author of The Challenger Sale Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head. Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, insights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. 'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to Stick Matt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestseller. Nick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review. Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.
Best Life
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Author :
language : en
Publisher:
Release Date : 2008-04
Best Life written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-04 with categories.
Best Life magazine empowers men to continually improve their physical, emotional and financial well-being to better enjoy the most rewarding years of their life.
Working Mother
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Author :
language : en
Publisher:
Release Date : 2000-10
Working Mother written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000-10 with categories.
The magazine that helps career moms balance their personal and professional lives.
Business Periodicals Index
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Author :
language : en
Publisher:
Release Date : 2005
Business Periodicals Index written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005 with Business categories.
Emerging Perspectives On Services Marketing
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Author : Leonard L. Berry
language : en
Publisher:
Release Date : 1983
Emerging Perspectives On Services Marketing written by Leonard L. Berry and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1983 with Marketing categories.