Positioning of the Study

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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

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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

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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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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

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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

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CUSTOMERS O O O .

O

Selling Organization or

Mediator ?

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1. SELLING ORGANIZATION

PRODUCER

Inquiries, customer feedback

2. MEDIATOR

PRODUCER

MEDIATOR

MEDIATOR

CUSTOMER

CUSTOMER

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