保险消费者投诉、媒体报道与公司绩效  

On the Relationship between Consumer Complaints, Media Coverage and the Performance of the Insurance Company

作　　者：王奇[1] 吕晓亮[2] 殷源华 

机构地区：[1]西南财经大学保险学院,四川成都611130 [2]西南财经大学会计学院,四川成都611130

出　　处：《保险职业学院学报》2016年第6期43-49,共7页Journal of Insurance Professional College

摘　　要：保险消费投诉与媒体报道作为重要的外部治理机制,对财险保险公司绩效有着重要的影响。本文通过38家财产险公司保险消费者投诉的数据,研究发现,(1)保险消费者亿元保费投诉量增加显著降低财险公司绩效;(2)在保险消费者投诉量增加情况下,媒体报道对财险公司绩效的边际影响显著越大,加快了"坏事传千里"的速度。本文基于保险业不断加强消费者权益保护的背景下,从保险消费者投诉的视角研究了对财险公司绩效的影响,进一步加深了对保险消费者投诉管理作用的认识,也对如何从外部更为有效提高财险公司绩效提供了一个新的观察视角。The insurance consumer complaints and media reports as an important external governance mechanism, has an important influence on the performance of insurance companies. Based on the data of insurance consumer complaints from 38 property insurance companies , this paper finds that the significant increase of the volume of complaints in billion premium reduces the insurance company performance, and that with the increase in the amount of the insurance consumer complaints case the marginal impact of media reports on the insurance company performance becomes significantly greater, speeding up the effect of ＂bad news travels fast＂. Under the background of strengthening the protection of consumers＂ rights and interests, this paper studies the influence on the performance of property insurance companies from the perspective of the insurance consumer complaints which further deepens the understanding of the management of insurance consumer complaints provides a new perspective to improve the performance of property insurance companies from the outside.

关 键 词：保险消费者投诉 媒体报道 财险公司绩效 

分 类 号：F840.3[经济管理—保险]