太平洋保险公司服务门店管理方案设计

发布时间：2018-03-05 04:36

本文选题：服务质量　切入点：服务门店　出处：《华东理工大学》2013年硕士论文　论文类型：学位论文

【摘要】：近年来,保险业的市场化程度越来越高,保险市场的竞争不再局限于几家企业之间,竞争日益激烈。原来以价格竞争为主要手段,以产品销售为导向的粗放式经营模式已难以为继。保险企业要想在市场竞争中生存和发展,不仅要有科学的市场定位,还要建立超出其他企业、为消费者带来不可替代价值和效用的体制和机制。保险业是典型的服务业,提高服务质量,实现优质的客户服务,创造差异化的服务战略,才是获取持久竞争优势的源泉。本文从服务战略的一个子战略------服务门店的服务管理作为研究问题,选择太平洋保险公司为研究对象,运用案例分析法,研究了保险业服务门店管理中的影响因素,对服务门店的承保服务、理赔服务、客户满意度、投诉处理等问题作了逐一分析,对问题的原因作了深入的剖析,最后从顾客期望管理计划、有形环境和有形资源管理计划、业务流程管理计划、内部营销管理计划、服务结果管理计划、服务补救管理计划等方面对保险公司服务门店的服务管理方案提出了系统性的解决方案。
[Abstract]:In recent years, the degree of marketization of the insurance industry has become more and more high, and the competition in the insurance market is no longer confined to several enterprises, and the competition is becoming increasingly fierce. In order to survive and develop in the market competition, insurance enterprises should not only have scientific market orientation, but also set up more than other enterprises. The system and mechanism that bring irreplaceable value and utility to consumers. Insurance industry is a typical service industry, to improve service quality, to achieve quality customer service, to create differentiated service strategy. This paper chooses Pacific Insurance Company as the research object from a sub-strategy of service strategy-- Service management of service store as the research object, and applies case analysis method. This paper studies the influencing factors in the management of insurance service stores, analyzes the underwriting service, claim settlement service, customer satisfaction, complaint handling and so on, and makes a deep analysis of the causes of the problems. Finally, from customer expectation management plan, physical environment and tangible resources management plan, business process management plan, internal marketing management plan, service results management plan, The service remedy management plan and so on put forward the systematic solution to the service management scheme of the insurance company service store.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F842.3

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