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

淡江大學機構典藏 > 商管學院 > 資訊管理學系暨研究所 > 期刊論文 > Item 987654321/59462

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题名:	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
贡献者:	淡江大學資訊管理學系
关键词:	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
上传时间:	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
显示于类别:	[資訊管理學系暨研究所] 期刊論文

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