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1.
Conceptual model of relationships among customer perceptions of components of insurance service
Urban Šebjan, Polona Tominc, 2015, original scientific article

Abstract: The objective of this study was to examine the conceptual model and to study the relationships between customer perceptions of the benefits of sales promotion, quality, adequacy of premium, and adequacy of information about the coverage of insurance services. The research model was tested with structural equation modeling (SEM) with a sample of 200 Slovenian users of insurance services. The results indicated that higher perceived benefits of sales promotion were associated with higher perceived quality of insurance services. In addition, higher perceived quality was associated with higher perceived adequacy of information about the coverage and the premium for insurance services. The study also found that higher perceived adequacy of premium was associated with higher perceived adequacy of information about the coverage of insurance services.
Keywords: perceived sales promotion, perceived quality, perceived premium, perceived coverage, insurance company, insurance service
Published: 05.04.2017; Views: 433; Downloads: 213
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2.
Individual's resistance regarding BPM initiative
Mirjana Pejić Bach, Vesna Bosilj-Vukšić, Daila Suša-Vugec, 2017, original scientific article

Abstract: Though the individual’s resistance is very often considered a significant barrier to BPM success, the literature on that topic is quite scarce. With the aim to shed light on this topic, we have conducted research of a Croatian insurance company. We examined the impact of individual’s resistance regarding BPM initiative using the theory of reasoned action. Structural equation model was developed using the data collected by the survey among company employees. The results indicate that subjective norms are positively related to the individual’s resistance regarding BPM initiative, while positive initial belief regarding BPM initiative tends to decrease the probability of resistance to change.
Keywords: business process management, theory of reasoned action, individual’s resistance, insurance company, change management, Croatia
Published: 03.05.2018; Views: 218; Downloads: 71
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