Search

The Customer experience as a source of competitive advantage : what insurers can learn from other industries'leaders

<?xml version="1.0" encoding="UTF-8"?><modsCollection xmlns="http://www.loc.gov/mods/v3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-8.xsd">
<mods version="3.8">
<titleInfo>
<nonSort xml:space="preserve">The  </nonSort>
<title>Customer experience as a source of competitive advantage</title>
<subTitle>: what insurers can learn from other industries'leaders</subTitle>
</titleInfo>
<name type="personal" usage="primary" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20130009254">
<namePart>Thibault, Geneviève</namePart>
<nameIdentifier>MAPA20130009254</nameIdentifier>
</name>
<name type="personal" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20130009209">
<namePart>Grau Algueró, Carles</namePart>
<nameIdentifier>MAPA20130009209</nameIdentifier>
</name>
<name type="corporate" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080447526">
<namePart>Universitat de Barcelona</namePart>
<nameIdentifier>MAPA20080447526</nameIdentifier>
</name>
<typeOfResource>text</typeOfResource>
<originInfo>
<place>
<placeTerm type="code" authority="marccountry">esp</placeTerm>
</place>
<issuance>monographic</issuance>
<place>
<placeTerm type="text">Barcelona</placeTerm>
</place>
<publisher>Universitat de Barcelona</publisher>
<dateIssued>2013</dateIssued>
</originInfo>
<language>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</language>
<physicalDescription>
<form authority="marcform">print</form>
<internetMediaType>image/jpeg</internetMediaType>
<internetMediaType>application/pdf</internetMediaType>
<extent>85 p. 30 cm</extent>
</physicalDescription>
<abstract displayLabel="Summary">What is service? -- Services experience innovation: the way to maintain a competitive edge over time -- Social trends challenging your business -- Leading companies in creating a competitive edge through customer experience -- Factors limiting service quality -- Essential internal factors to pursue a customer experience differentiation -- Strategic considerations for insurers in designing their approach to customer experience -- Conclusions</abstract>
<note type="statement of responsibility">study realized by Geneviève Thibault</note>
<note>Tesis del Master en Dirección de Entidades Aseguradoras y Financieras. Tutor : Carlos Grau Algueró. Curso 2011-2012</note>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080590567">
<topic>Empresas de seguros</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080593483">
<topic>Servicio al cliente</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589189">
<topic>Atención al cliente</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080589370">
<topic>Calidad de servicio</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080594312">
<topic>Ventaja competitiva</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080606091">
<topic>Estrategia empresarial</topic>
</subject>
<subject xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20190001328">
<topic>Márketing de la empresa de seguros</topic>
</subject>
<subject authority="lcshac" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20080637736">
<geographic>España</geographic>
</subject>
<classification authority="">217</classification>
<relatedItem type="series">
<titleInfo>
<title>Cuadernos de dirección aseguradora</title>
<partNumber>155</partNumber>
</titleInfo>
</relatedItem>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20130008714">
<titleInfo>
<title>Cuadernos de dirección aseguradora</title>
<partNumber>155</partNumber>
</titleInfo>
</relatedItem>
<relatedItem type="series" xmlns:xlink="http://www.w3.org/1999/xlink" xlink:href="MAPA20160014013">
<titleInfo>
<title>Trabajos Fin de Master</title>
</titleInfo>
</relatedItem>
<recordInfo>
<recordContentSource authority="marcorg">MAP</recordContentSource>
<recordCreationDate encoding="marc">130722</recordCreationDate>
<recordChangeDate encoding="iso8601">20141230141120.0</recordChangeDate>
<recordIdentifier source="MAP">MAP20130021690</recordIdentifier>
<languageOfCataloging>
<languageTerm type="code" authority="iso639-2b">spa</languageTerm>
</languageOfCataloging>
</recordInfo>
</mods>
</modsCollection>