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Customers' Views Toward the Insurance Industry Response Post-Hurricane
Journal article   Peer reviewed

Customers' Views Toward the Insurance Industry Response Post-Hurricane

Kenji Sakurai, Sherry Schneider, Steven Kass and Chris Piotrowski
Organization development journal, Vol.29(4), pp.33-48
Winter 2011

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Abstract

There is a growing body of research on how organizations anticipate, plan for, manage, and respond to natural disasters. However, there is a dearth of studies on mitigation factors as it relates to business clients. The purpose of the study was to develop and test a model of customer service in the recovery management of the insurance industry after Hurricanes Ivan (2004) and Dennis (2005). A total of 70 residents in the Pensacola, FL area participated in a web-survey designed to measure insurance service after the two hurricanes. A series of regression analyses were conducted in order to test the proposed customer service model. Results showed that service relationships were related to increased response speed, customer voice, engagement in recovery processes, procedural and distributive justice perceptions, and overall satisfaction. In addition, explanation of recovery processes and giving customers a voice mediated the positive relationship between service relationships and procedural justice. Procedural justice perceptions also mediated the positive relationship between service relationships and overall satisfaction. The role of OD in recent studies on natural disasters was noted. [PUBLICATION ABSTRACT]

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