...Anthony Larsson; Ellen Broström Purpose Customer feedback is believed to provide an important retailer metric. Notwithstanding, customer retention still presents a challenge in today’s increasingly digitalised business environment. The insurance industry has recently begun its digitalisation...

...Tsu-Wei Yu; Feng-Cheng Tung Purpose – The purpose of this paper is to explore the antecedents and consequences of insurer trust and salesperson trust, as well as the relationships between insurer, salesperson, and customer loyalty in order to build a conceptual model which investigates...

...Shuliang Li; Klara Holeckova Purpose The purpose of this paper is to: determine which criteria of the car insurance brokers' web sites are important or unimportant; establish how well those criteria are presented on the car insurance brokers’ web sites; and find out whether the consumer’s final...

... vague. This paper reports results of exploratory qualitative research to investigate perceptions of SFA among both salespeople and their customers in the insurance industry in Thailand. Results suggest that customers want technology to be integrated into interpersonal relationships, not to replace them...