Abstract
This paper describes the changes that are forcing property and casualty insurance firms to rethink their service system design and in particular their distribution strategies. A set of questions related to distribution that are uppermost in the minds of executives in this industry are presented along with a literature survey of models that can be used to answer some of these questions. Based on the survey, a normative framework for designing the distribution system is proposed. Qualitative and quantitative analysis based on the proposed framework is presented along with empirical data to demonstrate the usefulness of the framework. The paper concludes with an agenda for further research.
| Original language | English (US) |
|---|---|
| Pages (from-to) | 62-78 |
| Number of pages | 17 |
| Journal | Production and Operations Management |
| Volume | 12 |
| Issue number | 1 |
| DOIs | |
| State | Published - 2003 |
| Externally published | Yes |
Keywords
- Distribution system design
- Insurance industry
- Service strategy
- Service system design
ASJC Scopus subject areas
- Management Science and Operations Research
- Industrial and Manufacturing Engineering
- Management of Technology and Innovation