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    政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 >  Item 140.119/73486
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/73486


    Title: The relationship of governance mechanisms and customer loyalty in insurance industry: the difference of internet insurers and traditional insurers
    Authors: 楊亨利
    Yang, Heng-Li;Wu, Ya-Ling
    Contributors: 資管系
    Keywords: governance mechanisms;personalised IT;customer loyalty;services;standards;insurance industry;information technology;internet insurers;customer relationship management;CRM;Taiwan;collaboration;explicit contract;implicit contract;bonding;trust
    Date: 2008
    Issue Date: 2015-02-12 12:22:31 (UTC+8)
    Abstract: Governance mechanisms could establish institutional interactions across customer relationship maintenance. This study aims to develop and empirically test a model exploring the long-term relationship of insurance company and customers. Data were collected online and via paper questionnaires from customers of the insurance industry in Taiwan. According to the results, four governance mechanisms (explicit contract, implicit contract, bonding, and trust) have significant positive impacts on customer loyalty. Gaining a steady and collaborative relationship with customers would need to apply governance mechanisms and personalised information technology. It would become a future standard of insurance services.
    Relation: International Journal of Services and Standards,4(3), 248-268
    Data Type: article
    DOI 連結: http://dx.doi.org/10.1504/IJSS.2008.019041
    DOI: 10.1504/IJSS.2008.019041
    Appears in Collections:[資訊管理學系] 期刊論文

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