A保险公司车商业务服务创新研究

发布时间：2018-11-03 18:19

【摘要】：随着我国经济水平的不断飞速发展以及人们生活品质的不断提升,我国保险业在得到快速发展的同时也面临着利润空间的不断压缩和日趋激烈的同业市场竞争,保险公司要改善经营状况,就必须重视车商业务的有效发展。在市场上各家公司服务严重同质化的情况下,服务创新就成为了一项争夺目标市场的有效利器。本文结合车商在承保服务、理赔服务等等方面的需求,将A保险公司作为主要研究对象,通过满足车商的服务需求和提供必要支持,与车商通力合作,提高与车商的契合度,加强保险公司自身业务能力和经营能力,提出A保险公司车商业务方面的服务创新思路和建议。本文基于相关研究成果,介绍了有关概念和理论演进过程、目前的难点和研究方向,为之后的分析奠定理论基础。随后通过“服务质量差距模型”对A保险公司现有的服务状况进行服务差异分析,并运用SWOT分析法对其核心竞争力进行综合评估,提出针对A保险公司的服务创新概念。在此基础上,从传递系统、客户界面、技术界面三个方面提出了具体的服务创新建议。在“服务创新传递系统”中,提出组织架构创新、员工管理创新及员工激励措施创新。在“顾客界面创新”中,提出差异化管理和交流方式创新。在“技术界面创新”中,提出技术界面设计理念创新和车商渠道管理系统创新。最后,为了检验服务创新是否成功,建议分别从车商和A保险公司两个方面建立评价指标,通过量化经营指标的方式对新措施进行评价和改进,以便A保险公司及时分析原因并更好的提升服务水平。
[Abstract]:With the rapid development of Chinese economy and the continuous improvement of people's quality of life, the insurance industry in our country is facing the constant compression of profit space and the increasingly fierce competition in the same industry market. The insurance company wants to improve the management condition, must attach importance to the effective development of the car business. In the case of serious homogeneity of service, service innovation has become an effective weapon for the target market. In this paper, combined with the demand of auto dealer in underwriting service, claim service and so on, A insurance company is regarded as the main research object. By satisfying the service demand and providing necessary support, the insurance company can cooperate with the car dealer to improve the degree of conformity with the car dealer. Strengthen the insurance company's own business ability and management ability, put forward A insurance company car business service innovation ideas and suggestions. Based on the relevant research results, this paper introduces the related concepts and theoretical evolution process, the current difficulties and research direction, and lays a theoretical foundation for the subsequent analysis. Then the service difference of A insurance company is analyzed by the service quality gap model, and the core competence of A insurance company is comprehensively evaluated by SWOT analysis method, and the service innovation concept for A insurance company is put forward. On this basis, the service innovation suggestions are put forward from three aspects: delivery system, customer interface and technical interface. In Service Innovation delivery system, the innovation of organization structure, staff management and employee incentive measures are put forward. In customer interface innovation, the paper puts forward the innovation of differentiated management and communication mode. In "Technical Interface Innovation", the innovation of technical interface design concept and vehicle dealer channel management system is put forward. Finally, in order to test whether the service innovation is successful or not, it is suggested to establish the evaluation index from two aspects of car dealer and A insurance company, and evaluate and improve the new measures by quantifying the management index. So that A insurance company timely analysis of the reasons and better improve the level of service.
【学位授予单位】：西北大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F842.3

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