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2005年,国内保险服务指数得分为68.42,以百分制衡量,刚刚高于及格线。新近“出炉”的《零点保险服务指数——中国公众保险服务传播指数2005年度报告》透露了我国保险业并不怎么让人满意的服务现状。这份由零点调查与东方企业家联合年度编制的调查报告指出,目前公众对保险服务的便利性和快速性评价较差,保险业服务价值层级图呈“坛子”型。根据服务价值层级与保障评价模型,服务价值包括“便利、快速、尊重、规范、默契”五个方面,它们满足消
In 2005, the domestic insurance service index scored 68.42, measured in percentages, just above the pass line. The recent “released” Zero Insurance Service Index - 2005 Annual Report on China’s Public Insurance Service Propaganda Index reveals the unsatisfactory service status quo in China’s insurance industry. The survey, conducted jointly by the Zero Survey and Oriental Entrepreneurs, points out that at present, the public has not evaluated the convenience and rapidity of insurance services well. The hierarchy of insurance service values is “jar-shaped.” According to the service value hierarchy and the guarantee evaluation model, the service value includes five aspects of “convenience, rapidness, respect, standardization and tacit understanding”