CIGNA: setting new standards in corporate customer service

Abstract

Explains how CIGNA set out to improve the image of its product provision and customer service. Outlines the historical background and the decision. Describes how the company went about gaining a clear understanding of customer requirements by conducting surveys. Goes on to explain how this information was translated into quality service provision.

Citation

Ferrari, A. (1995), "CIGNA: setting new standards in corporate customer service", Managing Service Quality: An International Journal, Vol. 5 No. 1, pp. 30-34. https://doi.org/10.1108/09604529510081785