The role of salespeople in developing life insurance customer loyalty
International Journal of Retail & Distribution Management
ISSN: 0959-0552
Article publication date: 11 January 2016
Abstract
Purpose
The purpose of this paper is to closely investigate the antecedents affecting relationship quality and its consequences between life insurers and their customers.
Design/methodology/approach
Data were collected from the customers of life insurers’ customer relationship management centres and were analysed using in-depth interviews and questionnaires. A structural equation modelling approach is employed to test the hypotheses.
Findings
The findings are generally consistent with the literature. This study supports all hypotheses. Finally, the findings of this study confirm that relationship quality mediates the effects of salesperson characteristics and relational selling behaviour on customer loyalty.
Originality/value
To the authors knowledge, there is little published research that examines antecedents and consequences of relationship quality in life insurance industry in Taiwan. Therefore, in addition to developing high-quality services, life insurers need to establish and maintain long-term relationships with customers in order to create corporate innovation value.
Keywords
Citation
Yu, T.-W. and Tseng, L.-M. (2016), "The role of salespeople in developing life insurance customer loyalty", International Journal of Retail & Distribution Management, Vol. 44 No. 1, pp. 22-37. https://doi.org/10.1108/IJRDM-06-2014-0074
Publisher
:Emerald Group Publishing Limited
Copyright © 2016, Emerald Group Publishing Limited