客户投诉管理对保险物流运营的影响与应对策略研究  

Research on the Impact of Customer Complaint Management on Insurance Logistics Operations and Response Strategies

作　　者：姚文华 韩建民 YAO Wenhua;HAN Jianmin(School of Management,Gansu Agricultural University,Lanzhou 730070,China)

机构地区：[1]甘肃农业大学管理学院,甘肃兰州730070

出　　处：《物流科技》2024年第24期29-31,71,共4页Logistics Sci Tech

摘　　要：物流服务是保险行业的重要组成部分,优质的保险物流服务能够确保保险文件和理赔过程的顺畅进行,从而提高客户满意度,强化公司的市场地位和声誉。然而,客户投诉作为评估保险物流服务质量的重要指标之一,对于揭示保险物流服务过程中存在的问题、促进服务质量的持续改进具有关键作用。文章探讨了客户投诉管理如何影响保险物流运营,并提出有效的应对策略。通过分析客户投诉的原因和影响,从理论和实践的角度,提供针对性的改进措施,旨在提升保险物流服务的质量,进而增强保险公司的声誉和市场竞争力。Logistics services are a crucial component of the insurance industry.High-quality insurance logistics services can ensure the smooth processing of insurance documents and claims,thereby increasing customer satisfaction and strengthening the company's market position and reputation.However,customer complaints,as one of the important indicators for assessing the quality of insurance logistics services,play a key role in identifying issues within the insurance logistics service process and promoting the continuous improvement of service quality.This paper explores how customer complaint management affects insurance logistics operations and proposes effective response strategies.By analyzing the causes and impacts of customer complaints from both theoretical and practical perspectives,this paper provides targeted improvement measures,in order to enhance the quality of insurance logistics services and booste the reputation and maket competitiveness of insurance companies.

关 键 词：客户投诉 保险 物流 运营 

分 类 号：F274[经济管理—企业管理]