by Elaine Bien McKay. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2000. / Includes bibliographical references (leaves 36-38). / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iv / LIST OF ILLUSTRATIONS --- p.vi / LIST OF TABLES --- p.vii / Chapter CHAPTER I --- INTRODUCTION --- p.1 / Chapter 1.0 --- Overview --- p.1 / Chapter 1.1 --- Background --- p.1 / Chapter 1.2 --- Research Objective --- p.2 / Chapter 1.3 --- Conceptual Model --- p.3 / Chapter 1.4 --- Outline of the Paper --- p.3 / Chapter CHAPTER II --- A BACKGROUND OF THE INSURANCE INDUSTRY / Chapter 2.0 --- Overview --- p.4 / Chapter 2.1 --- Hong Kong - General Statistics --- p.4 / Chapter 2.2 --- Hong Kong Insurance Market --- p.5 / Chapter 2.3 --- The Online Insurance Market / Chapter 2.3.1 --- Hong Kong Insurance Online --- p.6 / Chapter 2.3.2 --- United States Insurance Online --- p.7 / Chapter 2.4 --- Conceptual Framework --- p.9 / Chapter 2.4.1 --- Product Related Factors --- p.10 / Chapter 2.4.2 --- Internet Related Factors --- p.11 / Chapter 2.4.3 --- Personal Characteristics --- p.12 / Chapter 2.4.4 --- Attitudes and Intentions --- p.13 / Chapter CHAPTER III --- RESEARCH DESIGN AND METHODOLOGY / Chapter 3.0 --- Overview --- p.14 / Chapter 3.1 --- Data Collection --- p.14 / Chapter 3.2 --- Operationalization --- p.15 / Chapter 3.3 --- Data Analysis --- p.17 / Chapter CHAPTER IV --- ANALYSIS AND RESULTS / Chapter 4.0 --- Overview --- p.19 / Chapter 4.1 --- Measurement Model Evaluation --- p.19 / Chapter 4.2 --- Structural Model Results --- p.20 / Chapter CHAPTER V --- CONCLUSION / Chapter 5.0 --- Overview --- p.23 / Chapter 5.1 --- Managerial Implications --- p.23 / Chapter 5.2 --- Limitations --- p.25 / APPENDIX / BIBLIOGRAPHY

by Wong Shun Yin. / Thesis (M.Phil.)--Chinese University of Hong Kong, 1997. / Includes bibliographical references. / Abstract --- p.i / Acknowledgements --- p.ii / Table of Contents --- p.iii / List of Tables --- p.vii / Chapter CHAPTER ONE: --- INTRODUCTION / Chapter I. --- RESEARCH AGENDA --- p.1 / Chapter II. --- RESEARCH METHODOLOGY --- p.3 / Chapter III. --- OVERVIEW --- p.4 / Chapter CHAPTER TWO: --- INTERACTIVE SERVICE WORK IN INSURANCE COMPANIES --- p.5 / Chapter CHAPTER THREE: --- HONG KONG'S INSURANCE INDUSTRY AND ITS NATURE / Chapter I. --- DEVELOPMENT OF HONG KONG INSURANCE INDUSTRY --- p.12 / Chapter II. --- FUNCTIONS OF LIFE INSURANCE --- p.13 / Chapter III. --- NATURE OF SERVICES --- p.14 / Chapter A) --- FUNCTIONS OF LIFE INSURANCE FROM THE VIEWPOINTS OF CUSTOMERS --- p.14 / Chapter i) --- FUNCTION OF FAMILY AND ECONOMIC PROTECTION --- p.15 / Chapter ii) --- FUNCTION OF INVESTMENT --- p.15 / Chapter iii) --- FACTORS IN AFFECTING THE NEEDS OF LIFE INSURANCES --- p.16 / Chapter iv) --- VARIATIONS OF THE NEED --- p.17 / Chapter a) --- BASIC NECESSITY? --- p.18 / Chapter b) --- EFFECTS OF HONG KONG SOCIAL POLICIES --- p.19 / Chapter c) --- EFFECT OF FRINGE BENEFITS FROM COMPANIES --- p.19 / Chapter d) --- INTANGIBLE NATURES OF INSURANCE --- p.19 / Chapter 1) --- UNTOUCHABLE --- p.19 / Chapter 2) --- CONCEPTUAL --- p.19 / Chapter 3) --- DIFFICULTY IN EVALUATION --- p.20 / Chapter 4) --- LONG-TERM COMMITMENT --- p.21 / Chapter e) --- POOR SERVICE QUALITY --- p.21 / Chapter v) --- NATURES OF LIFE INSURANCE INDUSTRY --- p.23 / Chapter a) --- PERSONAL SERVICE FROM AGENCY SYSTEM --- p.23 / Chapter b) --- UNIQUE SERVICE QUALITY OF AGENTS AND PROFESSIONAL TRAINING --- p.24 / Chapter 1) --- POOR QUALITY OF SOME AGENTS --- p.24 / Chapter 2) --- IDEAL TYPES OF GOOD INSURANCE AGENTS --- p.24 / Chapter c) --- IMPORTANCE OF IMAGES IN LIFE INSURANCE COMPANIES --- p.25 / Chapter B) --- FUNCTIONS OF LIFE INSURANCE FROM THE VIEWPOINTS OF AGENTS --- p.25 / Chapter i) --- FUNCTION OF PROTECTION --- p.26 / Chapter ii) --- FUNCTION OF INVESTMENT --- p.26 / Chapter iii) --- MARKET --- p.26 / Chapter iv) --- INACTIVE CUSTOMERS --- p.26 / Chapter a) --- CAUSES / Chapter 1) --- TRUST PROBLEM --- p.26 / Chapter 2) --- NEGATIVE IMAGES FROM MASS MEDIA --- p.27 / Chapter 3) --- INTANGIBLE AND LONG-TERM COMMITTED NATURE --- p.27 / Chapter v) --- EDUCATION AND AGENCY SYSTEM --- p.27 / Chapter a) --- THE AGENCY SYSTEM --- p.28 / Chapter 1) --- SOLE PARTNERSHIP --- p.28 / Chapter 2) --- PROFESSIONAL TRAINING - APPRENTICE SYSTEM --- p.28 / Chapter vi) --- LONG-TERM COMMITTED CAREER --- p.29 / Chapter vii) --- PERSONAL SERVICES --- p.30 / Chapter CHAPTER FOUR: --- RECRUITMENT: A START OF BEING A GOOD AGENT / Chapter I. --- INTRODUCTION --- p.31 / Chapter II. --- RECRUITMENT IN HONG KONG --- p.31 / Chapter III. --- RECRUITMENT TALK: A HINT --- p.37 / Chapter CHAPTER FIVE: --- TRAINING: TRANSFORMATION TO BE GOOD AGENTS / Chapter I. --- INTRODUCTION --- p.40 / Chapter II. --- TRAINING IN HONG KONG'S LIFE INSURANCE INDUSTRY --- p.41 / Chapter A) --- TRAINING FROM PROFESSIONAL UNITS --- p.41 / Chapter B) --- TRAINING FROM INSURANCE COMPANIES --- p.41 / Chapter i) --- PRELIMINARY TRAINING FROM INSURANCE COMPANIES --- p.41 / Chapter ii) --- TRAINING FROM UNITS AND MANAGERS --- p.42 / Chapter iii) --- FURTHER TRAINING FOR THE ESTABLISHED AGENTS --- p.46 / Chapter III. --- TRAINING MISSION: BE PRODUCTIVE --- p.47 / Chapter A) --- POWER OF MOTIVATION --- p.48 / Chapter i) --- FAIR GAME --- p.48 / Chapter ii) --- JOB SATISFACTION AND CONTRIBUTION --- p.48 / Chapter iii) --- CONFIRMATION OF RIGHT CHOICE --- p.49 / Chapter iv) --- GREAT MARKET --- p.49 / Chapter B) --- SELLING TECHNIQUES --- p.50 / Chapter i) --- CREATIVE SALES --- p.50 / Chapter ii) --- RIGHT ATTITUDE TOWARDS SELLING --- p.50 / Chapter iii) --- HANDLING REJECTION --- p.51 / Chapter a) --- LOCATING THE RIGHT CUSTOMERS --- p.52 / Chapter b) --- TO APPROACH --- p.53 / Chapter c) --- INTERVIEW TECHNIQUES --- p.54 / Chapter d) --- CLOSING TECHNIQUES --- p.54 / Chapter C) --- EFFECTS OF MANAGEMENT --- p.56 / Chapter i) --- CLOSE SUPERVISION --- p.56 / Chapter a) --- UP-LINE UNIT TRAINING --- p.56 / Chapter b) --- UNIT TRAINING --- p.58 / Chapter CHAPTER SIX: --- SELLING: SURVIVE OR DIE / Chapter I. --- INTRODUCTION --- p.62 / Chapter II. --- SITUATIONS OF AGENTS IN SELLING --- p.64 / Chapter III. --- MOTIVATION IN THE INSURANCE MANAGEMENT --- p.74 / Chapter IV. --- FINAL DESTINATION OF AGENTS: SURVIVE OR DIE --- p.82 / Chapter CHAPTER SEVEN: --- CONCLUSION --- p.86 / ENDNOTES / Chapter APPENDIX I --- BACKGROUND OF INTERVIEWEES / Chapter APPENDIX II --- PREFERRED EDUCATION AND TRAINING OF HONG KONG'S INSURANCE EMPLOYEES IN SALES LEVEL FROM 1981 TO1989 / Chapter APPENDIX III --- ADVERTISEMENT OF ABC INSURANCE COMPANY'S RECRUITMENT / Chapter APPENDIX IV --- INTERVIEWEES' LAW OF AVERAGBE / BIBLIOGRAPHY

published_or_final_version / Public Administration / Master / Master of Public Administration