摘要
近年来,保险业的市场化程度越来越高,保险市场的竞争不再局限于几家企业之间,
竞争日益激烈。原来以价格竞争为主要手段,以产品销售为导向的粗放式经营模式已难
以为继。保险企业要想在市场竞争中生存和发展,不仅要有科学的市场定位,还要建立
超出其他企业、为消费者带来不可替代价值和效用的体制和机制。

保险业是典型的服务业,提高服务质量,实现优质的客户服务,创造差异化的服务
战略,才是获取持久竞争优势的源泉。本文从服务战略的一个子战略……服务门店的服
务管理作为研究问题,选择太平洋保险公司为研究对象,运用案例分析法,研究了保险
业服务门店管理中的影响因素,对服务门店的承保服务、理赔服务、客户满意度、投诉
处理等问题作了逐一分析,对问题的原因作了深入的剖析,最后从顾客期望管理计划、
有形环境和有形资源管理计划、业务流程管理计划、内部营销管理计划、服务结果管理
计划、服务补救管理计划等方面对保险公司服务门店的服务管理方案提出了系统性的解
决方案。

关键词:服务质量;服务门店;服务管理
Abstract
In recent years, the insurance market is increasing competition in the insurance market is
no longer limited to a few companies, the competition is becoming increasingly fierce.
Original price competition as the main means of extensive product sales oriented business
model unsustainable. Insurance enterprises are to survive in the market competition and
development, not only have scientific market position, but also to establish beyond other
enterprises, institutions and mechanisms for the irreplaceable value and utility for consumers .
Insurance is typical services, improving the quality of service, quality customer service,
and create differentiated service strategy is to obtain a lasting source of competitive advantage.
This article the service store services management from service strategy select Pacific
Insurance Company as a research problem, as the research object, use case analysis method to
study the influencing factors in the Insurance Services stores management service stores
incase claims service, customer satisfaction, complaint management and other issues made
one by one analysis, made an in-depth analysis of the cause of the problem,and finally from
the customer expectation management plan, the physical environment and physical resource
management plan, insurance company service stores service management solutions,business
process management plans , internal marketing management scheme, service results
management plan, complaint management plans proposed systematic solution.
Keywords: quality of service; service stores; service management