The Relationship of Governance Mechanisms and Customer Loyalty in Insurance Industry--The Difference of Internet Insurers and Traditional Insurers
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
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