Development of e-Services in Latvian Insurance Industry: The Critical Role of Quality Benchmarking
| Autor: | Valdis Janovs, Vladislav V. Fomin |
|---|---|
| Přispěvatelé: | Turiba School of Business Administration, Vytautas Magnus University - Vytauto Didziojo Universitetas (VDU), Tomas Skersys, Rimantas Butleris, Lina Nemuraite, Reima Suomi, TC 6, WG 6.11 |
| Jazyk: | angličtina |
| Rok vydání: | 2011 |
| Předmět: |
E-services
Service (business) business.industry media_common.quotation_subject criteria of quality Latvian Benchmarking language.human_language [INFO.INFO-NI]Computer Science [cs]/Networking and Internet Architecture [cs.NI] Insurance broker quality language Quality (business) [INFO]Computer Science [cs] benchmarking Marketing business Insurance industry Tertiary sector of the economy non-life insurance industry media_common |
| Zdroj: | IFIP Advances in Information and Communication Technology 11th Conference on e-Business, e-Services, and e-Society (I3E) 11th Conference on e-Business, e-Services, and e-Society (I3E), Oct 2011, Kaunas, Lithuania. pp.227-236, ⟨10.1007/978-3-642-27260-8_18⟩ IFIP Advances in Information and Communication Technology ISBN: 9783642272592 I3E |
| DOI: | 10.1007/978-3-642-27260-8_18⟩ |
| Popis: | Part 5: Innovative e-Business Models and Implementation; International audience; The purpose of this paper is to report on the development of comparable set of metrics, or else – a benchmarking standard – on the Latvian non-life insurance market. In this research we used a case study methodology, deploying a number of research strategies, namely: in-depth interviews with heads of industry associations and a survey of representatives of insurance broker companies. We argue that for such information-intensive service industry as insurance to contribute to the development of e-Society, (e-)service offering must be based on common quality benchmarking standards to allow consumers and entrepreneurs have unbiased information on and be able to compare the offered services from different firms. Mutual interaction though e-services between society, enterprises and insurance industry contribute to the development of e-Society, and such service further can contribute to the improvement of insurance industry. |
| Databáze: | OpenAIRE |
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