从保险消费纠纷化解看行业人才培养  

作　　者：朱园圆[1] 苏天顺[2] 

机构地区：[1]中国保险监督管理委员会浙江监管局,浙江杭州310004 [2]浙江旅游职业学院,浙江杭州311231

出　　处：《保险职业学院学报》2016年第3期90-93,共4页Journal of Insurance Professional College

摘　　要：近年来,随着保险行业的快速发展和消费者维权意识和能力显著增强,国内保险消费纠纷呈高发趋势,也有大量保险消费纠纷涌向监管部门,涉及保险维权的非正常上访趋势突出。本文试图从人才现状和人才需要出发,剖析消费纠纷产生和升级的原因,对投诉人、保险机构、保险监管部门三方在消费纠纷产生、化解过程中的行为进行分析。在此基础上,研究提出应制定保险行业人才战略和职业教育规划,促进保险消费的理论研究和职业教育,引导保险人才培养适应保险服务集中化、后台化、隐性化、大数据化发展趋势等。建议各保险公司应拓宽人才概念,尽快充实人才队伍,优化人才结构,以改善消费纠纷化解能力,提升保险消费者服务体验。In recent years, with the rapid development of the insurance industry and markedly enhance of the consumer protection rights, domestic insurance consumer disputes has showed a trend of increase. There are a large number of insurance consumer disputes, involving the non normal visit, flock to the regulatory authorities. This article attempts to analyze the causes of the generation and upgrade of consumer disputes from the status and demand of talents, and analyzes the behavior of the three parties in the process of consumer disputes. On this basis, the research puts forward to develop the insurance industry talent strategy and vocational education planning, and promote the theoretical research and vocational education, and guide the insurance personnel training to meet the development trend of insurance services. Above all, this article suggests that the insurance companies should broaden the concept of talent as soon as possible to enrich the talent team, optimize the structure of talent to improve the ability to resolve consumer disputes and the consumption experience.

关 键 词：消费纠纷 人才战略 人才结构 人才培养 服务体验 

分 类 号：F241[经济管理—劳动经济]