本文選題：財(cái)產(chǎn)保險(xiǎn)　切入點(diǎn)：服務(wù)提升　出處：《電子科技大學(xué)》2017年碩士論文　論文類型：學(xué)位論文

【摘要】：當(dāng)今世界,保險(xiǎn)業(yè)的同質(zhì)化競(jìng)爭(zhēng)越來(lái)越嚴(yán)重,傳統(tǒng)產(chǎn)品的價(jià)格優(yōu)勢(shì)在逐漸降低,保險(xiǎn)公司作為一個(gè)咨詢服務(wù)類的金融產(chǎn)業(yè),服務(wù)作為重中之重已經(jīng)被放在了任何企業(yè)的首要位置。優(yōu)質(zhì)的服務(wù)能更好的滿足客戶的需求,促進(jìn)客戶對(duì)保險(xiǎn)公司形象有所改觀、有所信任,從而提高客戶的忠誠(chéng)度,最終更好地滿足了客戶的需要,就此也更好的實(shí)現(xiàn)了保險(xiǎn)公司的社會(huì)價(jià)值。同時(shí),客戶觀念的改變能使得保險(xiǎn)公司提高續(xù)保率且增加新保單。所以,想要達(dá)到客戶滿意且企業(yè)盈利的雙贏策略,只能是靠企業(yè)優(yōu)質(zhì)的服務(wù)。服務(wù)水平是否能夠使客戶滿意,關(guān)系到保險(xiǎn)公司的發(fā)展與進(jìn)步,關(guān)系到整個(gè)保險(xiǎn)行業(yè)的信譽(yù)與水準(zhǔn)。因此,加強(qiáng)保險(xiǎn)公司客戶服務(wù)質(zhì)量管理水平變得非常重要。一個(gè)令客戶滿意的公司,它和客戶的關(guān)系絕不單只建立在產(chǎn)品上,一個(gè)只會(huì)做好產(chǎn)品的企業(yè)不是好企業(yè)。伴隨著科技水平的提升,保險(xiǎn)企業(yè)服務(wù)水平也需要相應(yīng)的提高,保險(xiǎn)服務(wù)的內(nèi)涵也需要更加豐富,保險(xiǎn)服務(wù)產(chǎn)品更需要涌現(xiàn)出新穎的特性。保險(xiǎn)公司想在競(jìng)爭(zhēng)中立于不敗之地,務(wù)必樹立保險(xiǎn)服務(wù)至上的營(yíng)銷觀念。因此,保險(xiǎn)公司要想提高其服務(wù)質(zhì)量,樹立服務(wù)至上的營(yíng)銷觀念是至關(guān)重要的。研究主要采用了文獻(xiàn)調(diào)查法、經(jīng)驗(yàn)總結(jié)法等,首先介紹了研究背景、研究?jī)?nèi)容、研究意義以及國(guó)內(nèi)外研究現(xiàn)狀,接著介紹了GS財(cái)險(xiǎn)公司的基本情況,分析GS財(cái)險(xiǎn)公司服務(wù)管理現(xiàn)狀,包括其財(cái)險(xiǎn)公司服務(wù)體系及模式,有服務(wù)戰(zhàn)略、服務(wù)策略、服務(wù)流程、服務(wù)標(biāo)準(zhǔn)、服務(wù)人員等等,指出了GS財(cái)險(xiǎn)公司服務(wù)管理中存在的問(wèn)題與原因,包括服務(wù)流程繁瑣、服務(wù)時(shí)效較低、客戶關(guān)系不完善缺乏分級(jí)管理、從業(yè)人員專業(yè)技能缺乏及素養(yǎng)問(wèn)題以及服務(wù)流程不完善。針對(duì)這些問(wèn)題,提出GS財(cái)險(xiǎn)公司服務(wù)管理的提升設(shè)計(jì),如構(gòu)建服務(wù)體系與服務(wù)文化、服務(wù)流程改進(jìn)與實(shí)施方案,包括服務(wù)流程改進(jìn)、時(shí)效考核制度調(diào)整、客戶分級(jí)管理制度及分級(jí)考核制度、技能培訓(xùn)及誠(chéng)信管理、主動(dòng)性服務(wù)監(jiān)管方案。構(gòu)建服務(wù)管理實(shí)施保障,要進(jìn)行服務(wù)平臺(tái)保障、服務(wù)質(zhì)量保障、組織結(jié)構(gòu)保障、人員配置保障等,最后進(jìn)行總結(jié)和展望。
[Abstract]:In today's world, the homogeneous competition of the insurance industry is becoming more and more serious, and the price advantages of traditional products are gradually decreasing. Insurance companies are regarded as a financial industry of consulting services. Service as the top priority has been placed in the first place of any enterprise. High quality service can better meet the needs of customers, promote customers to improve the image of the insurance company, some trust, thereby enhancing customer loyalty, In the end, the customer needs are better met, and the social value of the insurance company is better realized. At the same time, the change of customer concept can make the insurance company increase the renewal rate and increase the new insurance policy. The win-win strategy to achieve customer satisfaction and enterprise profit can only depend on the excellent service of the enterprise. Whether the service level can satisfy the customer is related to the development and progress of the insurance company. Therefore, it is very important to strengthen the quality management of customer service of insurance companies. A company satisfied with customers, its relationship with customers is not only based on products, An enterprise that can only make good products is not a good enterprise. With the improvement of science and technology, the service level of insurance enterprises also needs to be improved accordingly, and the connotation of insurance services also needs to be enriched. Insurance service products need to emerge new characteristics. If insurance companies want to be invincible in the competition, they must establish the marketing concept that insurance services are paramount. Therefore, insurance companies want to improve the quality of their services. It is very important to establish the concept of service-oriented marketing. The research mainly adopts literature survey method, experience summary method and so on. First of all, it introduces the research background, research content, research significance and the current research situation at home and abroad. Then introduced the GS property insurance company's basic situation, analyzed the GS property insurance company service management present situation, including its property insurance company service system and the pattern, has the service strategy, the service strategy, the service flow, the service standard, the service personnel and so on, The problems and reasons in service management of GS property insurance company are pointed out, including complicated service flow, low service limitation, imperfect customer relationship and lack of hierarchical management. In view of these problems, the improvement design of GS property insurance company service management, such as constructing service system and service culture, service process improvement and implementation plan, is put forward. Including the improvement of service flow, adjustment of limitation assessment system, customer grading management system and grading assessment system, skill training and integrity management, initiative service supervision scheme, construction of service management implementation protection, service platform protection, Service quality assurance, organizational structure guarantee, staffing guarantee, etc.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F842.3;F274

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 黃平治;趙國(guó)渡;丁恒;李璐;;福建中小企業(yè)保險(xiǎn)服務(wù)機(jī)制及優(yōu)化建議[J];福建金融;2015年04期

2 趙春梅;;中國(guó)財(cái)產(chǎn)保險(xiǎn)理賠服務(wù)制度設(shè)計(jì)與選擇[J];理論學(xué)刊;2013年06期

3 田園;付亦重;;中美保險(xiǎn)部門服務(wù)貿(mào)易競(jìng)爭(zhēng)力比較研究[J];亞太經(jīng)濟(jì);2013年03期

4 陳增明;余香;;我國(guó)保險(xiǎn)服務(wù)貿(mào)易競(jìng)爭(zhēng)力影響因素主成分回歸分析[J];哈爾濱商業(yè)大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版);2013年02期

5 付春紅;;對(duì)財(cái)產(chǎn)保險(xiǎn)公司產(chǎn)品和服務(wù)創(chuàng)新的幾點(diǎn)思考[J];通化師范學(xué)院學(xué)報(bào);2013年01期

6 錢紅;徐鴻飛;;試論提升財(cái)產(chǎn)保險(xiǎn)基層公司服務(wù)質(zhì)量的途徑[J];中國(guó)保險(xiǎn);2011年12期

7 歐陽(yáng)青東;陳雨花;;中國(guó)保險(xiǎn)服務(wù)貿(mào)易競(jìng)爭(zhēng)力研究[J];南方金融;2011年10期

8 張淑華;;淺談財(cái)產(chǎn)保險(xiǎn)服務(wù)管理[J];網(wǎng)絡(luò)與信息;2010年11期

9 陳竟;李旭紅;;優(yōu)化保險(xiǎn)服務(wù) 強(qiáng)化社會(huì)責(zé)任 為甘肅經(jīng)濟(jì)社會(huì)發(fā)展保駕護(hù)航——訪中國(guó)人民財(cái)產(chǎn)保險(xiǎn)股份有限公司甘肅省分公司黨委書記、總經(jīng)理徐加合[J];黨的建設(shè);2010年05期

10 謝夢(mèng)婧;;保險(xiǎn)服務(wù)貿(mào)易相關(guān)文獻(xiàn)綜述[J];世界貿(mào)易組織動(dòng)態(tài)與研究;2009年11期

相關(guān)博士學(xué)位論文 前1條

1 萬(wàn)晴瑤;中國(guó)保險(xiǎn)服務(wù)供求與價(jià)值創(chuàng)造研究[D];西南財(cái)經(jīng)大學(xué);2010年

相關(guān)碩士學(xué)位論文 前6條

1 蔡元春;財(cái)產(chǎn)保險(xiǎn)公司提升客戶服務(wù)能力研究[D];山東大學(xué);2015年

2 龐睿;產(chǎn)險(xiǎn)公司服務(wù)質(zhì)量研究[D];蘭州財(cái)經(jīng)大學(xué);2015年

3 秦蒙;天津市家庭財(cái)產(chǎn)保險(xiǎn)需求影響因素研究[D];天津職業(yè)技術(shù)師范大學(xué);2015年

4 韓曉輝;鑫安汽車保險(xiǎn)公司核心競(jìng)爭(zhēng)力研究[D];吉林大學(xué);2014年

5 許麗慧;保險(xiǎn)業(yè)FDI對(duì)中國(guó)保險(xiǎn)服務(wù)貿(mào)易的影響研究[D];河北經(jīng)貿(mào)大學(xué);2014年

6 方舟;我國(guó)保險(xiǎn)消費(fèi)者權(quán)益保護(hù)研究[D];西南財(cái)經(jīng)大學(xué);2013年

，

本文編號(hào)：1608217