International Journal of Bank Marketing: Volume 36 Issue 6

Guest editorial

Peter Maas, Matthias Ruefenacht

When customers are willing to disclose information in the insurance industry: A multi-group analysis comparing ten countries

Philipp Hendrik Steiner, Peter Maas

The purpose of this paper is to show antecedents of customers’ information disclosure in the insurance industry and demonstrate central levers that foster customers’ information…

The role of satisfaction and loyalty for insurers

Matthias Ruefenacht

The purpose of this paper is to examine the crucial antecedents of satisfaction and loyalty for the insurance industry and discuss how customer satisfaction and loyalty can be…

Multichannel segmentation in the after-sales stage in the insurance industry

Ilaria Dalla Pozza, Ana Brochado, Lionel Texier, Dorra Najar

The purpose of this paper is to present a multichannel segmentation approach to identifying customer segments based on actual customer channel usage in the post-purchase phase in…

Consumer empowerment in insurance: Effects on performance risk perceptions in decision making

Pascal Buehler, Peter Maas

The purpose of this paper is to enhance the understanding of consumer empowerment in the relationship between consumers and service providers. It draws on self-efficacy theory to…

What policyholder and contract features determine the evolution of non-life insurance customer relationships?: A case study analysis

Yves Staudt, Joël Wagner

Over the last decade, technological and social trends have significantly influenced the relationship between customers and insurers. New buying patterns, price comparison…

Forecasting the next likely purchase events of insurance customers: A case study on the value of data-rich multichannel environments

Stefan Mau, Irena Pletikosa, Joël Wagner

The purpose of this paper is to demonstrate the value of enriched customer data for analytical customer relationship management (CRM) in the insurance sector. In this study…

Using artificial intelligence to create value in insurance

Mikko Riikkinen, Hannu Saarijärvi, Peter Sarlin, Ilkka Lähteenmäki

Recent technological and digital developments have opened new avenues for customer data utilization in insurance services. One form of this data transformation is automated…