Consumer misbehavior on insurance market - experience of front-line employees
The insurance industry is constantly evolving,new risks are emerging and new services are expected by consumers.In fact,consumers and businesses are increasingly demanding simplicity,transparency,mobility and speed in insurance transactions.The most common approach says to always put the consumers in the center,that the consumers are always right and it became a philosophy of both private and public companies.Such approach seems to positively influence the company performance,however may be in some cases harmful for employees,who need to deal with consumer misbehavior.The aim of this article is therefore to explore the experiences of front line employees in terms of consumer misbehavior and what are the consequences of this phenomena in insurance sector.
Consumer misbehavior Insurance market
Agnieszka Tetla
University of Economics in Katowice
国内会议
China Marketing International Conference 2017 (2017中国市场营销国际学术年会)
北京
英文
263-271
2017-07-14（万方平台首次上网日期，不代表论文的发表时间）