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

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Title:	The Relationship of Governance Mechanisms and Customer Loyalty in Insurance Industry--The Difference of Internet Insurers and Traditional Insurers
Authors:	Yang, Heng-li;Wu, Ya-ling
Contributors:	淡江大學資訊管理學系
Keywords:	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
Date:	2008-11-01
Issue Date:	2011-10-03 17:15:48 (UTC+8)
Publisher:	International publishers
Abstract:	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.
Relation:	International Journal of Services and Standards 4(3), pp.248-268
DOI:	10.1504/IJSS.2008.019041
Appears in Collections:	[Graduate Institute & Department of Information Management] Journal Article

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