期刊論文
| 學年 | 97 |
|---|---|
| 學期 | 1 |
| 出版（發表）日期 | 2008-11-01 |
| 作品名稱 | The Relationship of Governance Mechanisms and Customer Loyalty in Insurance Industry--The Difference of Internet Insurers and Traditional Insurers |
| 作品名稱（其他語言） | |
| 著者 | Yang, Heng-li; Wu, Ya-ling |
| 單位 | 淡江大學資訊管理學系 |
| 出版者 | Inderscience Enterprises |
| 著錄名稱、卷期、頁數 | International Journal of Services and Standards 4(3), pp.248-268 |
| 摘要 | Governance mechanisms could establish institutional interactions across customer relationship maintenance. This study aims to develop and empirically test a model exploring the long-term relationship of insurance company and customers. Data were collected online and via paper questionnaires from customers of the insurance industry in Taiwan. According to the results, four governance mechanisms (explicit contract, implicit contract, bonding, and trust) have significant positive impacts on customer loyalty. Gaining a steady and collaborative relationship with customers would need to apply governance mechanisms and personalised information technology. It would become a future standard of insurance services. |
| 關鍵字 | governance mechanisms;personalised IT;customer loyalty;services;standards;insurance industry;information technology;internet insurers;customer relationship management;CRM;Taiwan;collaboration;explicit contract;implicit contract;bonding;trust |
| 語言 | en |
| ISSN | 1740-8857 |
| 期刊性質 | 國外 |
| 收錄於 | |
| 產學合作 | |
| 通訊作者 | |
| 審稿制度 | 是 |
| 國別 | GBR |
| 公開徵稿 | |
| 出版型式 | ,電子版 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/59462 ) |