The UK consumer direct insurance industry : A role model for relationship management?

Long Range Planning

Volumn 30, Issue 3, 1997, Pages

  Stone, Merlin ^a   Foss, Bryan ^a   Machtynger, Liz ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 23744469179     PISSN: 00246301     EISSN: None     Source Type: Journal    
DOI: 10.1016/s0024-6301(97)00015-0     Document Type: Article

References (12)

1. M. Stone, N. Woodcock and M. Wilson, Managing the change from marketing planning to customer management, Long Range Planning 29(5), 675-683.
2. The Henley Centre, The Loyalty Paradox (1994).
3. M. Stone, The Direct Insurance Industry - Now and The Future, Equifax, London (1995).
4. Intertek Group, Marketing financial services: a management report on how banks and insurance companies are using information technology to market financial services, Paris, November (1995).
5. A report on the financial services aspects of this research will be published by The Financial Times in May 1997, and a series of briefing papers will be published by Policy Publications from Summer 1997 onwards.
6. For an overview of the information technology aspects of this research, see M. Stone and B. Foss, Information systems and data mining in personal financial services marketing, Journal of Financial Services Marketing, 1(1), 84-104 (1996).
7. For more on this, see J. Dawes, Selling a relationship: personal selling in retail financial services, Journal of Financial Services Marketing, 1(1), 48-55 (1996);
8. C. T. Ennew, Consumer attitudes to independent financial advice, International Journal of Bank Marketing, 20(5), 13-15 (1992).
9. For more on this, see Swiss Re UK, Customer Direct (1994);
10. D. Thwaites and S. C. I. Lee, Direct marketing in the financial services industry, Journal of Marketing Management, 10, 377-90 (1994).
11. See, for example, P. Mounsey and M. Stone, Managing Direct Marketing, Croner (1990) for a complete description of the processes and systems involved in this kind of direct marketing approach.
12. AGF hands over claims handling to McLarens, Post Magazine, 12/12/96, p. 3.