Analysis and improvement of information-intensive services: Evidence from insurance claims handling operations

Production and Operations Management

Volumn 19, Issue 6, 2010, Pages 665-678

  Apte, Uday M ^a   Cavaliere, Richard A ^b   Kulkarni, Shailesh S ^c  

^a NAVAL POSTGRADUATE SCHOOL   (United States)

^b SAINT JOSEPH S UNIVERSITY   (United States)

^c UNIVERSITY OF NORTH TEXAS   (United States)

Author keywords

information intensive services; insurance claims handling operations; service classification; service operations

Indexed keywords

EID: 79952033382     PISSN: 10591478     EISSN: 19375956     Source Type: Journal    
DOI: 10.1111/j.1937-5956.2010.01150.x     Document Type: Article

References (30)

1. Apte, U. M., R. A. Cavaliere,. 1993. A capacity planning model for the claims handling process. Math. Comput. Modell. 17 (3): 67-82.
2. Apte, U. M., U. S. Karmarkar, H. K. Nath,. 2008. Information services in the U. S. economy: Value, jobs and management implications. Calif. Manage. Rev. 50 (3): 12-30.
3. Apte, U. M., R. O. Mason,. 1995. Global disaggregation of information intensive services. Manage. Sci. 41 (7): 1250-1262.
4. Apte, U. M., R. O. Mason,. 2004. Using knowledge to transform enterprises., Kahin, Brian, et al. (eds). Transforming Enterprises. MIT Press, Boston, MA, 131-154.
5. Apte, U. M., H. K. Nath,. 2007. Size, structure and growth of the US information economy., Karmarkar, U. S., U. M. Apte, eds. Managing in the Information Economy. Springer Science+Business+Media, New York, NY, 1-28.
6. Apte, U. M., C. Maglaras, M. Pinedo,. 2008. Operations in the service industries: Introduction to the special issue. Prod. Oper. Manag. 17 (3): 235-237.
7. Browne, M. J., R. Puelz,. 1996. Sta (Pubitemid 126420879)
8. Cavaliere, R. A., 1995. Cutting claims-handling costs: A mine field of false economies, in the feature, "One Analyst's View," in BestWeek PC, August 14, 1995.
9. Chase, R. B., U. M. Apte,. 2007. A history of research in service operations: What's the Big Idea? J. Oper. Manage. 25: 375-386. (Pubitemid 46341544)
10. Dewey, J., 1934. Art as Experience. Milton, Balch & Co., New York, NY.
11. Fenn, P., N. Rickman,. 2001. Asymmetric information and the settlement of insurance claims. J. Risk Insur. 68 (4): 615-630. (Pubitemid 33701339)
12. Fitzsimmons, J. A., M. J. Fitzsimmons,. 2006. Service Management: Operations, Strategy, and Information Technology. 5th edn. McGraw-Hill/Irwin, New York, NY.
13. Greene, W., 2003. Econometric Analysis. 5th edn. Prentice Hall, Upper Saddle, NJ.
14. Harker, P. T., S. A. Zenios,. 1998. What drives the performance of financial institutions?, Harker, P. T., S. A. Zenios, eds. Performance of Financial Institutions. Cambridge University Press, New York, NY, 3-31.
15. Hatten, K. J., S. R. Rosenthal,. 1999. Managing the process-centered enterprise. Long Range Plann. 32 (3): 293-310.
16. Hayes, R. H., 2002. Challenges posed to operations management by the new economy. Prod. Oper. Manag. 11 (1): 21-32.
17. Insurance Information Institute. 2008. A firm foundation, how insurance supports the economy. Available at http://www.iii.org/economics/national/ premiums/ (accessed June 17, 2009).
18. Jones, B., Y. T. Leung, S. Noronha,. 2007. Performance Modeling of Service Business. Proceedings of the 2007 IEEE International Conference on Service Operations and Logistics and Informatics (SOLI), Loews Philadelphia Hotel, Philadelphia, PA.
19. Kaplan, R. S., D. P. Norton,. 1992. The balanced scorecard-measures that drive performance. Harvard Bus. Rev. 70, 71-79.
20. Karmarkar, U. S., U. M. Apte,. 2007. Operations management in the information economy: Information products, processes and chains. J. Oper. Manage. 25: 438-453. (Pubitemid 46341543)
21. Lonkevich, D., 1993. Plugging leaks: How insurers are grappling with claims costs. Best Insurance Management Reports, October 11.
22. Metters, R., A. Marucheck,. 2007. Service management-academic issues and scholarly reflections from operations management researchers. Decis. Sci. 38 (2): 195-214.
23. Nalebuff, B., 1987. Credible pretrial negotiation, The RAND Journal of Economics, Blackwell Publishing on behalf of The RAND Corporation, Vol. 18 (2) 198-210.
24. Roth, A. V., L. J. Menor,. 2003. Insights into service operations management: A research agenda. Prod. Oper. Manag. 12 (2): 145-164. (Pubitemid 39374580)
25. Sack, K., 2008. Doctors say 'I'm sorry' before 'See you in court'. New York Times, May 18, 2008, p. 1.
26. Shekelle, P. G., C. H. MacLean, S. C. Morton, N. S. Wenger,. 2001. Assessing care of vulnerable elders: Methods for developing quality indicators. Ann. Intern. Med. 135 (8-2): 647-652. (Pubitemid 33015478)
27. Spohrer, J., P. P. Maglio,. 2008. The emergence of service science: Towards systematic service innovations to accelerate co-creation of value. Prod. Oper. Manag. 17 (3): 238-246.
28. US Department of Labor. 2005. Occupational Employment and Wages, May 2004, Bulletin 2575, Bureau of Labor Statistics. Available at http://www.bls.gov/oes/oes-pub-2004-m.htm (accessed April 8, 2008).
29. Wardlaw, T., D. Maine,. 2000. Process indicators for maternal mortality programmes., Berer, M., T. K. S. Ravindran, eds. Safe Motherhood Initiatives: Critical Issues. 2nd edn. Reproductive Health Matters, UK, 24-30.
30. Xue, M., G. R. Heim, P. T. Harker,. 2005. Consumer and co-producer roles in e-service: Analyzing efficiency and effectiveness of e-service designs. Int. J. Electron. Bus. 3 (2): 174-197.