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Insurance broker–client relationships: An assessment of quality and duration

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Abstract

This study examines the relationship between brokers and clients in the UK insurance industry. The overriding concern is evaluation of the duration of the different stages in a relationship and characteristics that have an impact on the quality of a relationship. As in previous work, trust, commitment and customer satisfaction positively influence relationship outcomes but not in equal measures and have different impacts at different stages. A model describing these stages, unique to this relationship, is tested but the impact of different characteristics is still inconclusive. Service quality is found to be a mediating variable and has significant impact. The results, based on a sample of 118 clients, reveal that relationships need to be re-examined in an industry and time-specific way. Additional research issues are identified.

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Authors and Affiliations

  1. Aberdeen Business School, The Robert Gordon University, Garthdee Road, Aberdeen, AB10 7QE, UK

    Ahmed Beloucif, Bill Donaldson & Ugar Kazanci

Authors
  1. Ahmed Beloucif
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  2. Bill Donaldson
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  3. Ugar Kazanci
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Corresponding author

Correspondence to Ahmed Beloucif.

Additional information

3was a former research student at RGU and is currently working on various consultancy projects in Istanbul, Turkey. His research interests are in electronic relationship marketing

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Beloucif, A., Donaldson, B. & Kazanci, U. Insurance broker–client relationships: An assessment of quality and duration. J Financ Serv Mark 8, 327–342 (2004). https://doi.org/10.1057/palgrave.fsm.4770130

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  • DOI: https://doi.org/10.1057/palgrave.fsm.4770130

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