Browsing by Subject "Steuerung"

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Mulitdimensionale Informationen im Kontext wertorientierte Unternehmensführung von Versicherern
(2017) Trautinger, Max-Josef; Schiller, Jörg
The cumulative dissertation analyzes how multi-dimensional information influences customer behavior and how insurers can use that information efficiently as a key factor in customer interaction. Information per se is multilayered and can be multidimensional. Multidimensional information in this context is understood as known or generally available information about customers, which should help in the interaction between the insurer and the customer to fulfill the customer expectations. As an additional research question, this dissertation analyzes how insurers can use the information economically profitably and generate added value. Provided that information can be used effectively value orientation can be generated. For example, having data in a pure form does not add value to insurers. If this information can at least be used to satisfy customer expectations, it can be assumed that customers want to use offered services and are disposed to a higher willingness to pay. In three analyzes this question is taken up separately and discussed. Analysis 1: In a competitive insurance market, claims settlement is a central task of insurers. Customers indicate after an event of loss specific expectations and further the adept service is of customers point of view a ‘moment of truth’. Insurers may align their claims settlement and optimise it. This paper analyse which determinants influence the customer satisfaction. The hypotheses were shown in a model and discussed by the author. Also, the hypotheses evaluated on the basis of empirical data which is derived from a set of interviews by a german insurer. The results of the analysis show variables which can be influenced in order to improve the customer satisfaction. Analysis 2: Customer behavior is managed by customer satisfaction in two dimensions: Insurer can profit by a higher customer loyalty und in addition, by a sensitive price behavior of customers. The findings of moderating effects are mean considered and thus, customer satisfaction is a too strong indicator of economic success in established concepts. To manage an insurance company effective, it is a good advice to implement a model that is specific for each company. This model should respect the heterogeneous factors of influence due to customer satisfaction by multidimensional instruments. Hence, insurer may identify drivers of service and work with analysis of correlations to describe the coherence between customer satisfaction and economic success exactly. The alignment for customer satisfaction is worth for traditional insurance companies, but only, if customer satisfaction is understood as an economic valued management that is culturally based in the firm. Manager should account for this suggestion to follow a sustainable story in a saturated competitive environment. Analysis 3: In this analysis we analyze in a project selection effects in the German market for private complementary long-term care insurance contracts (CompLTCI) within a static and dynamic framework. Using data on more than 98,000 individuals from a German insurance company, we provide evidence that advantageous selection is dominating in this market, with respect to both the decision to buy a CompLTCI policy and the decision about the extent of CompLTCI coverage. We identify occupational status, residential location and the holding of further supplementary health insurance policies as unused observables contributing to selection effects in this market. Our results suggest that non-linearities in the relationship of potential sources of selection to insurance coverage and risk should be considered. A panel data analysis shows that an increase in health insurance payouts is positively correlated with the uptake of CompLTCI, while a decrease in those costs is positively associated with the lapse of CompLTCI. In addition, we find that people in financial distress and of lower socioeconomic status are more likely to let their CompLTCI policies lapse.