【作者】 李静；

【导师】 石涛；

【作者基本信息】 山西大学 ， 工商管理， 2023， 硕士

【摘要】 保险业是人民美好生活的保障性支柱产业之一,对国家新时代高质量发展与人民幸福有重要意义。随着世界人均寿命的不断提升,真正以客户为中心、服务全生命周期的寿险新时代正在来临。面对日趋激烈的行业竞争,保险市场越来越向买方市场倾斜,消费者不再盲目忠诚于某一保险公司。保险公司要想在保险市场中立足发展,必须竭尽全力抢占市场份额,形成鉴定的客户群与信誉度。因此客户服务水平成为保险行业核心竞争力的关键因素,建立有效的经营绩效管理体系也成为公司持续发展的工作重心。本文以山西**保险公司客户服务策略和经营绩效作为研究内容,首先系统梳理了客户服务理论与绩效理论,在此基础上详细论述客户服务与经营绩效两者的关系,然后通过多维度数据统计,全方位梳理山西**保险公司目前的客户服务客观现状,针对产品服务同质化、营销模式机械化、增值服务低效化与硬件使用低端化等方面问题,从产品研发、营销体系、人才结构、技术条件及法律服务等角度出发进行原因分析,并提出针对保险企业客户服务质量标准的考核标准与改进策略。本文试图通过对山西**保险公司客户服务策略的优化以及绩效考核的再设计,解决客户服务中存在的问题,以此提高客户忠诚度,利于增强该公司竞争优势以应对日渐激烈的市场竞争,对其他类似的寿险保险公司建立客户服务质量标准、优化客户服务举措,提升经营绩效也有一定的借鉴意义。更多还原

【Abstract】 The insurance industry is one of the supporting pillar industries for people’s better life,which is of great significance to the country’s high-quality development in the new era and people’s happiness.With the continuous improvement of the world’s average life expectancy,a new era of life insurance that truly takes customers as the center and serves the whole life cycle is coming.In the face of increasingly fierce industry competition,the insurance market is more and more inclined to the buyer’s market,and consumers are no longer blindly loyal to a certain insurance company.If insurance companies want to establish a foothold in the insurance market,they must do their best to seize market share and form an identified customer base and reputation.Therefore,customer service level has become the key factor of the core competitiveness of the insurance industry,and the establishment of an effective business performance management system has become the focus of the company’s sustainable development.This paper takes the customer service strategy and business performance of Shanxi ** Insurance Company as the research content.Firstly,the theory of customer service and the theory of performance are systematically sorted out,and on this basis,the relationship between customer service and business performance is discussed in detail.Then,through multi-dimensional data statistics,the objective situation of customer service of Shanxi ** Insurance Company is comprehensively sorted out.In view of the homogenization of products and services,mechanization of marketing model,inefficient value-added services and low-end hardware use and other problems,this paper analyzes the causes from the perspectives of product research and development,marketing system,talent structure,technical conditions and legal services,and puts forward the assessment standards and improvement strategies for customer service quality standards of insurance enterprises.This paper attempts to solve the problems in customer service through the optimization of customer service strategy and the redesign of performance appraisal of Shanxi ** Insurance Company,so as to improve customer loyalty,enhance the company’s competitive advantage to cope with the increasingly fierce market competition,establish customer service quality standards and optimize customer service measures for other similar life insurance companies.It also has certain reference significance to improve business performance.更多还原