Customer Analysis And Firm Performance: Empirical Evidence From The Polish Insurance Market

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Zaborek_Tomczyk_Doligalski_CUSTOMER ANALYSIS AND FIRM PERFORMANCE 28.06.2015.pdf (523.15 KB)
Authors
Zaborek, Piotr
Tomczyk, Przemysław
Doligalski, Tymoteusz
Date
2015
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Abstract
The paper outlines the outcomes of an empirical investigation of the links between involvement of insurance firms in customer analysis and their financial erformance. The data were collected through a CAWI survey of independent insurance agents in Poland (n=590).Statistical methods included exploratory factor analysis and structural equation modeling. In keeping with the customer lifetime value model and loyalty management theory the concept of customer analysis was operationalized as a second-order reflective construct, expressed through five first order subconstructs. Financial performance was measured with an index of five self-reported metrics. The findings lent support to the hypothesis of a positive association between engaging in customer analysis and financial performance.
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Keywords
Poland    insurance industry    financial performance    customer lifetime value    customer research    customer analysis
Citation
• Zaborek P., Tomczyk P., Doligalski T., Customer Analysis And Firm Performance: Empirical Evidence From The Polish Insurance Market, paper accepted for presentation at 6th EMAC Regional Conference - Marketing Theory Challenges in Emerging Markets hosted by the WU Vienna, Austria, 16-18 September, 2015
URI
https://depot.ceon.pl/handle/123456789/8273
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Artykuły / Articles