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SERVICE SYSTEM DESIGN FOR THE PROPERTY AND CASUALTY INSURANCE INDUSTRY
Author(s) -
GILONI AVI,
SESHADRI SRIDHAR,
KAMESAM PASUMARTI V.
Publication year - 2003
Publication title -
production and operations management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 3.279
H-Index - 110
eISSN - 1937-5956
pISSN - 1059-1478
DOI - 10.1111/j.1937-5956.2003.tb00198.x
Subject(s) - property insurance , normative , computer science , service (business) , forcing (mathematics) , set (abstract data type) , property (philosophy) , distribution (mathematics) , insurance industry , business , operations research , actuarial science , marketing , insurance policy , casualty insurance , engineering , political science , mathematical analysis , philosophy , mathematics , epistemology , climatology , law , programming language , geology
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.