在研究方法上,本文运用服务运营管理理论中的服务差距模型,分析了顾
客感知服务与预期服务之间差距产生的原因,提出了解决的办法。运用全面质量
管理理论,基于市场需求分析,提出了产品创新、渠道创新的方法和途径。运用
客户关系管理理论,提出了服务运营体系的优化策略。最有价值的是,通过甘肃
保险监管实践,对服务质量测评体系的建立和运用进行了有益探索。
关键词:保险服务质量管理评价体系
TB寿险公司服务质量管理及评价体系研究
ABSTRACT
Optimizing service quality management system is to enhance the management level of the
domestic life insurance industry. It&39;s also an effective solution to the current problems of this
industry such as existing single product, R&D lag, clients&39; claims disputes and other issues.
Therefore,it can help to promote development of the industry. In this paper, the author takes TB
Life Insurance Company as an example and analyzes a number of issues it needed to solve in the
process of development, raises TB&39;s Insurance Services Quality Management System
Optimization Strategies and promotes the use of service quality management, improves
management level of the life insurance industry as a whole.
In resem&39;ch methods, this paper uses the Management Service Gap Model of service
operations theory to analyze customer perceived service and expected service gap between causes
and proposed solutions. Based on market demand analysis, the paper uses Total Quality
Management Theory and raises product innovation, channel innovative ways and means. The
paper also uses the Customer Relationship Management Theory to establish the service operating
system optimization strategies. The most valuable is that it uses the insurance supervision and
regulatory practice through Gansu province, explores the establishment and use of the service
quality evaluation system.
Keywords: Insurance Service Quality Management Evaluation System
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