Research on the Third Party 's Responsibility Insurance Claim Service From Service-Dominant Logic Perspective

• Main Authors: Ho,Kuan-Ta, 何冠達
• Other Authors: Lee,Chih-Ming
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/hteywv

碩士 === 東吳大學 === 企業管理學系 === 105 === Vehicle drivers concern their liabilities and financial uncertainty caused by car accidents. Therefore, purchase of auto insurance was commonly used as risk management mechanism. When the accident occurred, a vehicle driver may not fully understand the insurance coverage, the services his insurance company could provide, and most importantly, the legal issues he may face. This article is based on qualitative research, with Jobs-To-Be-Done and Social Role theory, and prepared under the Service-Dominant Logic. It addresses issues concerned by collecting actual auto claims information, interviewing the parties involved in car accidents and claim representatives in the field. The results show that parties involved will at least face two kinds of influence under a car accident. They are legal consequences and psychological impact. Legal consequences include disputes of compensation arise from civil law, penalties regulated by administrative authorities, and consequences from the offense of tort law. Psychological impact comes from the uncertainty to the unknown settlement amount, and the unfamiliarity to the conciliation and/or legal proceedings. Consumers of auto insurance expect not only the indemnity from insurance coverage, but also the services from his insurer, and assistance from the claim representatives through the entire process. The claim staff or claim representatives can ease the consumers’ wariness by providing professional opinions prior to the conciliation or legal proceedings. They shall also provide effective and efficient solutions during the whole proceedings. With the records of the interviews, this article concludes four managerial implications for the readers’ perusal. And, with high standard of insurance service, we may expect higher satisfaction from consumers. Keywords: Service-Dominant Logic, Jobs-To-Be-Done JTBD , Social Role .