... Canadians responded to an online questionnaire after interacting with a chatbot in the context of a simulated auto insurance quote. A structural equation model was used to test the hypotheses. Findings The results showed that privacy concerns are influenced primarily by creepiness, followed by perceived...

...Shetty Ankitha; Savitha Basri Purpose The biggest challenge in the Indian life insurance industry is mis-selling and unfair business practices. The purpose of this paper is to explore the effect of relational selling behaviour on investor decision making in life insurance market in India...

... in the South African non-life insurance market. Design/methodology/approach The authors estimate the Lerner competitive index as the proxy for pricing power using annual data on 79 firms from 2007 to 2012. In the second stage, the paper employs panel regression techniques in the ordinary least squares...

...Alex Paton Schmidt Purpose The purpose of this paper is to explore the extent by which consumer acceptance of an Islamic insurance product (Takaful) in a non-Muslim majority country would be affected by consumer knowledge about its Islamic origins. Furthermore, this study identifies the degree...

...Sabine Gebert-Persson; Mikael Gidhagen; James E. Sallis; Heléne Lundberg Purpose The purpose of this paper is to develop and test a theoretical framework explaining the adoption of online insurance claims characterised by infrequent interactions, inherent complexity and risk. It extends...

...Stefan Mau; Irena Pletikosa; Joël Wagner Purpose The purpose of this paper is to demonstrate the value of enriched customer data for analytical customer relationship management (CRM) in the insurance sector. In this study, online quotes from an insurer’s website are evaluated in terms of serving...

...Mikko Riikkinen; Hannu Saarijärvi; Peter Sarlin; Ilkka Lähteenmäki Purpose Recent technological and digital developments have opened new avenues for customer data utilization in insurance services. One form of this data transformation is automated chatbots that provide convenient access to data...

...Ilaria Dalla Pozza; Ana Brochado; Lionel Texier; Dorra Najar Purpose The purpose of this paper is to present a multichannel segmentation approach to identifying customer segments based on actual customer channel usage in the post-purchase phase in the health insurance industry. Design...

...Dr Mohammad G. Nejad; Chupun Gowanit; Natcha Thawesaengskulthai; Peraphon Sophatsathit; Thitivadee Chaiyawat Purpose – The purpose of this paper is to explore the adoption of a mobile insurance claim system (M-insurance) and develops a framework for the adoption of M-insurance by consumers...

...Nizar Souiden; Yosr Jabeur Purpose – The purpose of this paper is to investigate the role of Islamic beliefs in moderating consumers’ attitudes and purchase intentions of conventional and Islamic life insurance. Second, it investigates the role of Islamic beliefs in moderating the relationship...

... between insurance and health services utilization. Design/methodology/approach – The authors utilize data from a major metropolitan hospital in the USA to test and extend the behavioral model of health care. Findings – Results indicate that insurance and pre-disposing variables have a direct...

...Julie Robson; Julie Robson; Yasmin Sekhon Purpose The purpose of this paper is to report on HEIF4 funded research exploring the important areas of research currently being conducted by insurance research practitioners and to identify the key challenges they face when conducting this research...

...Julie Robson; Mikael Gidhagen; Sabine Gebert Persson Purpose The purpose of this paper is to develop a conceptual model for explaining insurance customers' intentions towards using the internet as a channel for communication and interaction with insurance companies by integrating Technology...

... in the current difficult economic and regulatory climate. Eugene H. Fram can be contacted at: eugenefram@Yahoo.com © Emerald Group Publishing Limited 2011 Customer satisfaction Customer retention Economic conditions Banking industry Financial services Insurance As the effects...

...Larry Norman Purpose The paper aims to provide an examination of the concept of bancassurance – the combined selling of insurance and banking products, from the viewpoint of a leading figure within the AEGON Financial Services Group. Design/methodology/approach This is a short and accessible...

...Nigel Waite Examines Kwik‐Fit, a non‐traditional entrant in the financial services sector and analyses their entry strategy for the motor insurance market. Highlights the importance of effective customer relationship management, staff motivation and an innovative approach to selling. Provides...

...Göran Bergendahl Develops principles for banks that want to evaluate the distribution of life insurance as well as non‐life insurance products and identifies key factors for profitability. Analyses the costs of training personnel, the costs of computers and communication, the fixed and variable...

...Glenn Morgan Banks and building societies are increasingly concerned to sell insurance and investment products within their branch networks. Reports on the different ways in which this process is managed within three major UK financial services institutions. Examines how the different forms...