Erratum to: The “Dematerialized” Insurance

Marano, Pierpaolo; Rokas, Ioannis K.; Kochenburger, Peter

doi:10.1007/978-3-319-28410-1_15

Cited by 2 publications

(2 citation statements)

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“…This accessibility challenge makes it imperative for businesses considering digitalizing their services, especially in the insurance sector, to provide easily accessible, findable and understandable information about coverage, terms, and conditions. In the insurance context, like in many other services, accessibility also comes through the easy comparison of plans and features (Marano, 2016). Failure to meet these expectations can lead to customer frustration and lost opportunities.…”

Section: Needs Related To the Purchase Phase: Accessibilitymentioning

confidence: 99%

A Framework to Improve the Digital Customer Experience in Complex Services

Kandil,

Dessart,

Standaert

et al. 2024

Services Marketing Quarterly

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Complex services systems (CSS) involve multiple stakeholders and processes. Therefore, digitalization in CSS is not straightforward and is especially challenging in terms of delivering a smooth customer experience (CX) along their journey. In this paper, we investigate these challenges in the insurance context by interviewing Belgian customers. Our analysis reveals three complexity dimensions-offering, access, and relational -and we propose a framework to enhance digital CX in each customer journey phase. This study contributes context-specific CX insights and offers guidance to researchers and practitioners for improving digital CX in CSS. Moreover, we add to the emerging literature on managing CX in the business-to-business-to-consumer (B2B2C) distribution model.

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Section: Needs Related To the Purchase Phase: Accessibilitymentioning

confidence: 99%

A Framework to Improve the Digital Customer Experience in Complex Services

Kandil,

Dessart,

Standaert

et al. 2024

Services Marketing Quarterly

View full text Add to dashboard Cite

show abstract

“…9 Commission Delegated Regulation (EU) 2017/2359 of 21 September 2017 supplementing Directive (EU) 2016/97 of the European Parliament and of the Council with regard to information requirements and conduct of business rules applicable to the distribution of insurance-based investment products, OJL 145, 30.4.2004L 145, 30.4. , p. 1. 10 Malinowska (2018, p. 64 et seq 11 Marano (2017b),. p. 11 and subsequent 12.…”

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confidence: 99%