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  • 1.
    Gebert Persson, Sabine
    et al.
    Mittuniversitetet.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Determinants of digitally instigated insurance relationships2011In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 29, no 7, p. 517-534Article in journal (Refereed)
  • 2.
    Gebert Persson, Sabine
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Determinants of digitally institigated insurance relationships2011In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 29, no 7, p. 517-534Article in journal (Refereed)
  • 3.
    Gebert Persson, Sabine
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gidhagen, Mikael
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Sallis, James
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Lundberg, Heléne
    Mid Sweden Univ, Dept Econ Geog Law & Tourism, Sundsvall, Sweden.
    Online insurance claims: When more than trust matters2019In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 37, no 2, p. 579-594Article in journal (Refereed)
    Abstract [en]

    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.

  • 4.
    Gidhagen, Mikael
    et al.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Gebert Persson, Sabine
    Department of Social Sciencies, Mid Sweden University, Sundsvall.
    Determinants of Digitally Instigated Insurance Relationships2011In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 29, no 7, p. 517-534Article in journal (Refereed)
    Abstract [en]

    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.

  • 5.
    Söderberg, Inga-Lill
    et al.
    KTH.
    Sallis, James E.
    Uppsala University, Disciplinary Domain of Humanities and Social Sciences, Faculty of Social Sciences, Department of Business Studies.
    Eriksson, Kent
    KTH.
    The dark side of trust and the light side of working alliances in financial services2014In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 32, no 3, p. 245-263Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this paper is to use psychological theory to improve our understanding of financial advice-taking. The paper studies how a working alliance between financial service customers and advisors affects the advisor's assessment of the financial service buyer's perceived risk preferences, and what role trust plays as a mediating variable. Design/methodology/approach – The paper obtained data by means of a questionnaire that was answered by 375 matched pairs of bank advisors and customers. Findings – This paper explains how the working alliance method – a concept from psychotherapeutic theory – between financial service customers and advisors affects the advisor's understanding of the financial service buyer's perceived risk preferences. The paper also finds that the role of trust is perceived differently by the advisor and the customer. Advisors see that as their clients learn to trust them they lose touch with the customer's perceived risk preferences, whereas customers do not perceive that their trust in the advisor has any relationship to their risk preferences. Practical implications – This results suggest that advisors lose touch with the risk preferences of trusting customers, and that psychological methods are needed if the advisor should actually understand customer perceived risk preferences. Originality/value – The paper advances psychological methods in marketing, and provides a partial answer to the difficulties of financial advice giving.

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