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论文编号：	11309
作者编号：	2320170599
上传时间：	2019/12/11 19:53:03
中文题目：	S保险公司后援集中运营服务质量提升策略研究
英文题目：	Study on the Strategy of Improving the Service Quality of S Insurance Company''''s Backup Centralized Operation
指导老师：	齐善鸿
中文关键字：	保险公司;后援集中运营;服务质量差距;服务质量评价
英文关键字：	Insurance Company; Backup Centralized Operation;the Service Quality Gaps;Service Quality Evaluation
中文摘要：	1979年，我国全面恢复保险业，经过40年的发展，我国保险市场日益繁荣、竞争日渐激烈，产品数量繁多，但产品创新不足，趋同性越来越明显，同类产品价格差异越来越小，一般消费者缺少对保险产品种类和内容的辨别，企业品牌、服务质量已经成为人们购买保险的重要参考。上世纪八十年代开始，各家公司普遍将发展重点放在业务增长上，以激进式的营销模式销售保险产品，很少将精力集中到服务上，以致给人们留下“投保容易，理赔难”的印象。保险公司后援服务部门承接着保险承保与理赔的终审职责，是保险运营的重要环节，其服务质量的提升，不仅体现了“投保容易”时风险的防控，也是让人们改变保险“理赔难”印象的突破口。如今，优质的服务已经成为保险业推动市场规模增长的新的着力点，为了推动保险业向更高层次的发展，改善服务质量、提升客户体验已经成了保险业获取长足发展的战略要求。从目前各家保险公司在服务能力提升方面所做的努力来看，保险行业发展已进入良性发展阶段，从盲目推销保险为主，转变为为保险客户提供良好的后援服务、改善服务质量、维护老客户，通过良好的口碑来拓展新客户、拓展业务市场。近年来,大中型保险公司普遍将后援职能部门集中运营,成立后援服务中心（简称后援中心），除了为保险客户（外部客户）提供专业的核保、理赔服务外，还为分支机构出单员、理赔人员（内部客户）提供承保及理赔的专业指导服务,协助一线出单、理赔人员更好地为保险客户提供服务。本文就S公司后援服务质量问题展开研究，以服务质量理论、服务质量差距模型、服务质量评价等为研究的理论依据，通过对S公司的后援服务质量的诊断，问题的识别，进而从评价体系、服务体验、服务内容三方面提出服务质量提升策略，以及服务质量提升的保障措施。希望本文的研究能够为S保险公司的后援服务质量提升提供助力，同时也希望能为市场上规模相似的保险主体公司提供后援集中运营服务质量提升方面的指导和借鉴。
英文摘要：	China's insurance industry has been fully restoring from 1979. After 40 years of development, China's insurance market has become increasingly prosperous and competitive, with a large number of products. However, product innovation is insufficient and convergence is more and more obvious. The price difference of similar products is becoming smaller and smaller, and general public lack the identification of the types and contents of insurance products. Corporate brand and service quality are important references for customers. Since the 1980s, insurance companies have generally focused on business growth, selling insurance products in an aggressive marketing mode, with little focus on services, so as to leave the impression that "insurance is easy, claims are difficult" to the general public. The insurance company's back-up service department undertakes the final judgement responsibility of insurance underwriting and claims settlement, which is an important part of insurance operation. The improvement of its service quality is not only reflected in the prevention and control of risks when it is "easy to insure", but also a breakthrough for people to change the impression of "difficult to settle claims". Nowadays, high-quality service has become a new focus for the insurance industry to promote the growth of market scale. In order to promote the development of the insurance industry to a higher level, improving service quality and improving customer experience has become a strategic requirement for the insurance industry to obtain rapid development. From the current efforts of various insurance companies in improving service capacity, the development of the insurance industry has entered a benign development stage, from blindly promoting insurance as the main, to providing good backup services for insurance customers, improving service quality, maintaining old customers, and expanding new customers and business market through good reputation. In recent years, large and medium-sized insurance companies have generally centralized the operation of backup functional departments and set up backup service centers (referred to as backup centers). In addition to providing professional underwriting and claim settlement services for insurance customers (external customers), they also provide professional guidance services for branch issuing staff and claim settlement staff (internal customers), so as to help front-line issuing staff and claim settlement staff better Provide services to insurance customers. Based on the theory of service quality, service quality gap model and service quality evaluation, this paper studies the problems of S company's backup service quality. Through the diagnosis of S company's backup service quality and the identification of problems, it puts forward the strategies of service quality improvement from three aspects of evaluation system, service experience and service content, as well as the guarantee of service quality improvement Measures. It is hoped that the research of this paper can help s insurance company to improve its backup service quality, and provide guidance and reference for similar insurance companies in the market.
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