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    題名: The Relationship of Governance Mechanisms and Customer Loyalty in Insurance Industry--The Difference of Internet Insurers and Traditional Insurers
    作者: Yang, Heng-li;Wu, Ya-ling
    貢獻者: 淡江大學資訊管理學系
    關鍵詞: 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
    日期: 2008-11-01
    上傳時間: 2011-10-03 17:15:48 (UTC+8)
    出版者: International publishers
    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.
    關聯: International Journal of Services and Standards 4(3), pp.248-268
    DOI: 10.1504/IJSS.2008.019041
    顯示於類別:[資訊管理學系暨研究所] 期刊論文

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