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The Need to Monitor Customer Loyalty and Business Risk in the European Insurance Industry

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  • Montserrat Guillen

    ([1] Dept. Econometria, Estadística i Economia Espanyola RFA-IREA, Universitat de Barcelona Diagonal, 690, Barcelona 08034, Spain.
    [2] Cass Business School, London, UK)

  • Jens Perch Nielsen

    ([1] Dept. Econometria, Estadística i Economia Espanyola RFA-IREA, Universitat de Barcelona Diagonal, 690, Barcelona 08034, Spain.
    [2] Cass Business School, London, UK)

  • Ana M Pérez-Marín

    ([1] Dept. Econometria, Estadística i Economia Espanyola RFA-IREA, Universitat de Barcelona Diagonal, 690, Barcelona 08034, Spain.
    [2] Cass Business School, London, UK)

Abstract

Policy cancellations directly influence daily business operations and have an impact on the risk assumed by insurance companies. In this paper, we describe the reasons why insurance companies should perform customer loyalty and business risk monitoring and develop guidelines for the implementation of this procedure. We emphasize the advantages of this practice for the operation of the company. The Geneva Papers (2008) 33, 207–218. doi:10.1057/gpp.2008.1

Suggested Citation

  • Montserrat Guillen & Jens Perch Nielsen & Ana M Pérez-Marín, 2008. "The Need to Monitor Customer Loyalty and Business Risk in the European Insurance Industry," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 33(2), pages 207-218, April.
    • Handle: RePEc:pal:gpprii:v:33:y:2008:i:2:p:207-218
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    Citations

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    Cited by:

    1. Augusto Felício, J. & Rodrigues, Ricardo, 2015. "Organizational factors and customers' motivation effect on insurance companies' performance," Journal of Business Research, Elsevier, vol. 68(7), pages 1622-1629.
    2. Manuel Leiria & Nelson Matos & Efigénio Rebelo, 2021. "Non-life insurance cancellation: a systematic quantitative literature review," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 46(4), pages 593-613, October.
    3. Lex, Christoph & Tennyson, Sharon, 2021. "EU intermediary regulation and its impact on insurance agent quality: Evidence from Germany," International Review of Law and Economics, Elsevier, vol. 68(C).

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