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- Gebert Persson, Sabine, et al.
(författare)
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Online insurance claims : When more than trust matters
- 2019
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Ingår i: International Journal of Bank Marketing. - 0265-2323 .- 1758-5937. ; 37:2, s. 579-594
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this paper is to develop and test a theoretical framework explaining the adoption of online insurance claims characterised by infrequent interactions, inherent complexity and risk. It extends the technology acceptance model to include knowledge-related and trust-related beliefs.Design/methodology/approach - The framework is tested with structural equation modelling using data from a survey of 292 customers who made online insurance claims. Findings are further explained through 30 telephone interviews conducted with online and offline claimants.Findings - Previous research in financial services has shown trust to be equally or more important than perceived usefulness and perceived ease of use in forming attitudes towards adopting online insurance applications. The findings of this paper contradict this by showing, at best, a weak relationship between trusting attitude and intention to use the online service. Trust is somewhat meaningful; however, perceived ease of use, perceived usefulness and technology attitude are substantially more important in an online insurance claims setting.Research limitations/implications - Contradictory results always beg further research to assure their robustness. Nevertheless, they can also point to a developing trend where trust in the internet channel, per se, is of diminishing importance. Internet and product knowledge are not as pertinent to forming intentions as usefulness and ease of use.Practical implications - To encourage customers to adopt online applications for a trusted company, all emphasis should be on user friendliness and perceived usefulness of the online interface.Originality/value - Compared to other channels, consumers are no longer naive or distrustful of the online channel for interacting with a firm. If they perceive usefulness and ease of use, they will adopt the offered service.
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- Gidhagen, Mikael, 1969-, et al.
(författare)
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Communities as Resource-Integrating Actors.
- 2013
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Ingår i: QUIS13, The 13th International Research Symposium on Service Excellence in Management. ; , s. 105-106
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Konferensbidrag (refereegranskat)
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- Gidhagen, Mikael, 1969-, et al.
(författare)
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Determinants of Digitally Instigated Insurance Relationships
- 2011
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Ingår i: International Journal of Bank Marketing. - Bradford : Emerald. - 0265-2323 .- 1758-5937. ; 29:7, s. 517-534
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - The purpose of this article is to develop a conceptual model for explaining insurance customers’ intentions towards using the Internet as a channel for communication and interaction with insurance companies by integrating Technology Acceptance Model (TAM) and trust.Design/methodology/approach - The article seeks to conceptually develop an integrated framework for studying and measuring the perceptions of customers towards using the Internet as a source of communication and interaction. The TAM model is taken as a point of departure where trust and trustworthiness, being essential in insurance relationships, have been included in the model. Trust is divided into perceived competence, perceived benevolence and perceived integrity, which in turn effect whether the customer will find the firm trustworthy or not. A second dimension that is developed in this paper is the disposition to trust, which is defined as a customer-related factor. This disposition to trust is in turn affected by the customer’s Internet knowledge and product knowledge.Findings - The article contributes by developing the model for understanding and explaining factors that affect customer’s attitudes and intentions towards on-line interactions. By emphasizing Internet-, Customer- and Firm-related factors, it would arguably be possible to explain factors that affect trust, and trustworthiness, as well as the customer’s attitudes towards the Organization and the communication and distribution Channel while also integrating the customer-specific factors.Research limitations - The model developed in this article is conceptual and needs to be tested empirically.Originality/value - The findings of this paper will serve as a basis for further research aiming at answering the research question on what factors affect customers’ attitudes towards using the Internet as an interface within the financial services sector. It also contributes to practices by identifying and defining factors that can affect trust in relationships as well as the choice of communication and distribution channels depending on customers’ attitudes.
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- Gidhagen, Mikael, 1969-
(författare)
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Envisioning Potential Value Creation through Managing Resource Becoming
- 2016
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Ingår i: What's ahead in business research. - 9791220013840
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Konferensbidrag (refereegranskat)abstract
- Within a research context of resuming business, the purpose of this paper is to elaborate on the issue of potentiality of dormant resources for actor to actor (A2A) value creation following business closure, also developing a discussion on resource becoming. On the issue of identifying and acknowledging potential resources when resuming business, we see resource becoming as contingent on acknowledging potential resources, using previous experience of combing resources, and envisioning future resource integration for value creation. Equally we argue that reconfiguring resources is essential to resource becoming. As an illustration for our discussion we use a case study of a re-opened Swedish iron-ore mine after twenty years of closure.
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