Assessing the Use of Regression Analysis in Examining Service Recovery in the Insurance Industry: Relating Service Quality, Customer Satisfaction, and Customer Trust
AbstractThis study explores customer service quality, satisfaction, and trust judgments within the context of service recovery and relationship marketing practices in an insurance setting. Service recovery most generally deals with complaint management. The study offers three contributions to the body of knowledge specific to the insurance industry. First, the results identify potential interactive and curvilinear influences that possess the ability to bias traditional regression results. Second, the results suggest that models of customer behaviors may vary across target markets and/or respondent pools, and even across organizations and their own agents. Finally, a research framework is presented and discussed that will assist insurance marketers in helping to overcome potential bias in regression coefficients used in competitive insurance settings. The research and managerial implications of the reported study are also presented and discussed.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoArticle provided by Western Risk and Insurance Association in its journal Journal of Insurance Issues.
Volume (Year): 24 (2001)
Issue (Month): 1/2 ()
Contact details of provider:
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (James Barrese).
If references are entirely missing, you can add them using this form.