PHMC GPE GPE LLC LLC PHMC
Positioning of the Study
What is delivered? How is delivered?
PRODUCTS
SERVICES
DIRECT
RELATIONSHIPS CHANNEL
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PHMC GPE GPE LLC LLC PHMC
Hierarchy Formed by Service Concept, Service Package, Service Offering and Total Value for Customers
Service Concept Core Service
Supporting Service
Service Package
Service Encounter
Service Offering Total Value for Customers
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PHMC GPE GPE LLC LLC PHMC
Framework of the Study
PERCEPTION OF CUSTOMERS AND THEIR INFLUENCE INTERACTION
PRODUCER
CORE SERVICE/ SUPPORTING SERVICE
AFFECT
INTERACTION
INTERMEDIARY
SERVICE OFFERING
FOCAL RELATIONSHIP DYAD SERVICE CHANNEL RELATIONSHIPS SERVICE SECTORS INVOLVED
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CUSTOMERS
ACTIONS
INFORMATION
PHMC GPE GPE LLC LLC PHMC
Stages of the Data Analysis
Organizing interview data by coding and data-base Writing process & case descriptions Analyzing each case Integrating case descriptions & analysis Assessing the key findings & making comparisons between the cases
© Raija Järvinen 1998 Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
PHMC GPE GPE LLC LLC PHMC
Alternative Channel Types from Insurance Co’s Perspective 1. Direct Mail & Tele Marketing
Head Office
2. Own Organisation
Head Office
Branch Office
Customers
Customers
Sales Force
Customers
3. Automated4. Intermediaries 5. Intermediaries Channel Representing Representing InsCo Customers Head Office
Head Office
Head Office
Automated Insurance Policy Machine
Sales Force
Sales Force
Intermediary (Individual or Corporate)
Broker
Customers
Customers
Customers
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PHMC GPE GPE LLC LLC PHMC
Car Dealer Channel from the Dealer’s Perspective Car Distributors and Manufacturers
Suppliers of Accessories
Insurance Companies
Other Service Producers
CAR DEALER
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PHMC GPE GPE LLC LLC PHMC
Travel Agency Channel from the Agency’s Perspective Tour Operators Insurance Companies
Other Service Producers
TRAVEL AGENCY Customers
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PHMC GPE GPE LLC LLC PHMC
Channel as a Insurance Delivery Process: Dealer Channel
Notifications of Claims Repaired Car
Instructions for Car Repair Feedback
Feedback
Notifications of Claims
InsCo
Insurance: Statutory and Comprehensive Motor
Car Damage
CAR DEALER
Package: • Car • Accessories • Insurance • Other Services
Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
CUSTOMERS O O O . O
PHMC GPE GPE LLC LLC PHMC
Channel as a Insurance Delivery Process: Agency Channel Claims Settlements Notifications of Claims Feedback
InsCo
Travel Insurance
Feedback
TRAVEL AGENCY
Service Package: • Tour • Insurance • Other Services
© Raija Järvinen 1998 Copyright© PHMC GPE LLC 2001-2011 sqq All rights reserved
CUSTOMERS O O O . O
Selling Organization or
Mediator ?
PHMC GPE GPE LLC LLC PHMC
1. SELLING ORGANIZATION
PRODUCER
Inquiries, customer feedback
2. MEDIATOR
PRODUCER
MEDIATOR
MEDIATOR
CUSTOMER
CUSTOMER
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