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341	壽險業顧客知識流程之研究 - 以保誠人壽為例 / A study on Customer Knowledge Process in Life Insurance Company - PCA Life Assurance(Taiwan) as A Case 李哲維, Lee, Che Wei Unknown Date (has links) 和顧客保持長期關係，對於企業經營是有利的，然而，由於資訊科技的進步與物流效率的提升，顧客越來越來越聰明，要尋找並取得替代產品與服務也越來越容易。在這樣的環境前提下，如何使顧客願意與企業維持長期關係而不轉向競爭者，是企業的一大挑戰。在文獻探討中本文發現，其關鍵是在於要能夠持續與顧客互動並了解顧客，並且將這些了解應用於產品設計、流程設計與組織設計。對於顧客的了解，本文定義其為顧客知識，就成為了顧客關係的基石。不過，由於與顧客的接觸點越多，了解顧客的管道就越多，其整合上有一定的難度，而資訊科技與傳統行銷方法都能夠產生對於顧客的了解，再加上產生並應用對於顧客的了解，以塑造顧客在消費與使用產品與服務時能得到高度的滿意，已經企業所有部門的責任，這樣跨部門的作業也不是一件簡單的事，這些議題都是企業在顧客知識管理上所需面對的。在過往的文獻中所談的顧客知識管理，很多都混淆顧客資訊與知識，較無探討企業如何加工與顧客互動所得到的資訊，因此無法清楚了解企業在顧客知識管理上所作的貢獻為何。本文就以流程觀點，並以目前市場需求飽和且競爭激烈的人壽保險產業中的一家企業：保誠人壽為例，探討企業內的顧客知識流程，並且探討主要的影響因素，以了解企業在顧客知識管理上所作的努力。而在本文個案的探訪後，本文還嘗試以服務業作業系統的角度，提出一種顧客知識的新分類：前台作業所需的顧客知識、後台作業所需的顧客知識，並且根據個案中保誠人壽的實際做法，修正文獻探討所提出的顧客知識管理架構，並且提出三種顧客知識管理的類型以及提出其管理重點，以作為實務界與後人研究的參考。 / It is beneficial for an enterprise to keep long-term relationship with its customers. However, owing to advances of information technology and the improvement of logistics efficiency, it is not difficult to search and acquire better products and services to substitute for what they are using now. Under these circumstances, it is a challenge for enterprises to retain their customers. How to do this? The answer in literatures is: to gain more customer insights (defined as customer knowledge in this study) through interactions with customers and apply them in product design, process design and organizational structure design. Therefore customer knowledge is the basics of long-term relationships with customers. But still, there are issues. First, an enterprise may have many contact points with its customers. Then, there are traditional ways versus information technology ways to generate customer knowledge. Finally, an enterprise has to think how to address appropriate customer knowledge to right departments and use them to enhance the total experience when interacting with customers. These are all issues an enterprise has to face with when trying to do “Customer Knowledge Management” (CKM). Most of past studies on CKM did not tell the difference between information and knowledge, thus can not clearly define what contributions an enterprise makes when implementing CKM. This study attempts to investigate practices of CKM in an enterprise in life insurance industry, in which the demand is saturated and the competition is fierce, from a process perspective to manifest how customer knowledge is generated and applied, and what main factors are to affect CKM in an enterprise. After investigation of the case, this study proposes a new framework, from the operation system in service industry, to classify customer knowledge into two categories: customer knowledge needed for front-office operations, and customer knowledge needed for back-office operations. In addition, according to practices in this case, this study will revise the CKM process framework proposed right after the literature review, and will raise keys to successful CKM in CKM processes, for the reference for following studies. 顧客知識知識管理顧客知識流程顧客知識管理顧客關係管理服務業作業系統壽險產業保誠人壽服務文化 Customer Knowledge (CK) Knowledge Management (KM) Customer Knowledge Process Customer Knowledge Management (CKM) Customer Relationship Management (CRM) service industry operation system life insurance industry PCA Life Assurance Co., Ltd. service culture
342	海峽兩岸投資型保險商品之比較研究王超馨 Unknown Date (has links) 近年來海峽兩岸利率持續走低，已經對壽險公司之財務產生負面影響，故銷售固定利率保險商品之壽險業者，其資金運用報酬與業務成本間之利差損現象日益擴增，為避免財務負擔日增而影響其清償能力，市場趨勢乃轉向能將風險大部分轉移給保單持有人並讓其分享大部分投資利得之投資型保險商品。本文就海峽兩岸投資型保險商品，從法規架構、監理體系、商品種類內容、市場行銷等方面加以詳細比較分析，並以1988-1994年英國銷售投資型保險商品所發生之退休金不當銷售弊案(mis-selling scandal)為借鏡，進而歸納出所面臨之各種問題，再針對此等問題提出可能解決之道，作為兩岸發展投資型保險之參考。關鍵字：投資型保險、投資連結保險、變額保險、指數連結保險、指數連結年金、萬能壽險、變額萬能保險、分紅保險、利率風險、不當銷售、英國退休金不當銷售弊案、保險監理、保險法沿革。 / With the continued decline in interest rates having an adverse impact on Taiwan and Mainland life insurance companies' balance sheets, the insurance companies that sell the traditional guaranteed products have experienced the increasing interest loss resulted from the gap of their investment returns and operation costs. To avoid the companies from insolvency crisis arising out of the increasing financial burden, there is a trend, recently in both Taiwan and Mainland markets, that the insurance business focus has been averted from the traditional products toward investment-linked products that transfer most risk to policyholders and enable them to share in most investment gains. This paper compares the investment-linked insurance between Taiwan and Mainland markets in the viewpoints of the legal structure, regulation systems, variety of products and marketing of investment -linked products. This paper also analyses the famous U.K. mis-selling scandal in 1988-1994, and tries to make this scandal into a valuable lesson to both markets. After listing the issues and problems which are encountered by the insurance companies, the suggestions for resolving such issues and problems are submitted as the conclusion of this paper. Key Words: Investment-linked insurance, Variable insurance, Equity Index Insurance, Equity Index Annuity, Universal life insurance, Variable universal insurance, With-profit insurance. Risk of interest rate, Mis-selling, U.K. mis-selling scandal, Insurance regulation. History of insurance law 投資連結保險變額保險指數連結保險指數連結年金萬能壽險變額萬能保險分紅保險利率風險不當銷售英國退休金不當銷售弊案保險監理保險法沿革投資型保險 Investment-linked insurance Variable insurance Equity index insurance Equity index annuity Universal life insurance Variable universal insurance With-profit insurance Risk of interest rate Mis-selling U.K. mis-selling scandal Insurance regulation History of insurance law
343	Le train de vie en droit privé / Standard of living in private law Martinez, Michaël 19 October 2016 (has links) Locution issue du langage courant, le « train de vie » a été importée dans la sphère juridique dès la fin des années 1930 pour lutter contre la fraude fiscale. Depuis les années 1960 et surtout 2000 elle est utilisée dans toutes les branches du droit privé. Elle n’a pourtant reçu aucune définition. Partant de ce constat, la première partie de cette thèse s’intéresse au contenu juridique de la notion de train de vie. Elle y est définie comme la jouissance, à titre habituel d’une certaine quantité de biens et de services, caractérisant à la fois un niveau de vie et une habitude de vie. Il ressort de cette définition que tant les biens que les services peuvent être le support du train de vie, que cette notion s’apprécie en jouissance et non en propriété et qu’une condition de durée doit être remplie. La seconde partie de cette thèse s’intéresse aux effets qui sont attachés au train de vie. Il est toujours utilisé en tant que point de référence mais n’est pas toujours invoqué par la même personne. Ainsi, le train de vie peut être soit opposé à son bénéficiaire par un tiers, soit opposé par son bénéficiaire à un tiers. Dans le premier cas, il est un point de référence permettant d’identifier une disproportion, à laquelle sont attachées des conséquences juridiques néfastes pour le bénéficiaire du train de vie. Dans le second cas, il sert de point de référence pour apprécier et traiter une situation de rupture patrimoniale. Caractérisant une situation économique habituelle, le train de vie est doté d’une certaine inertie,qui nécessite qu’il ne soit pas arrêté brutalement. Il est alors de nature à conférer des droits à son bénéficiaire. / An expression usually found in everyday language, the « train de vie », or standard of living, wasbrought into the legal sphere as early as the late 1930’s in a bid to fight fiscal fraud. Since the 1960’s, and evenmore so since the 2000’s, it is found in all branches of private law. It has, however, never been defined.Therefore, the first part of this thesis looks into the legal content of the idea of « train de vie ». It is definedhere as the enjoyment of a certain quantity of goods and services that has come to be the habitual, markingboth a standard of living and a life habit. This definition of the expression leads to the conclusion that as goodsand services can support of the « train de vie », this is a notion that is to be assessed in enjoyment and not inpropriety, and that a condition of length of time is to be fulfilled. The second part of this thesis focuses on theeffects attached to the « train de vie ». It is still used as a reference point but not always invoked by the sameperson. Therefore, the “train de vie” can either be set against it’s beneficiary by a third party, or by it’sbeneficiary against a third party. In the first case, it becomes a point of reference allowing to identify a lack ofproportion, unto which are attached legal consequences unfavorable to the beneficiary of the « train de vie ».In the second case, it serves as a point of reference to asses and deal with a situation of a patrimonial break.Charaterizing a habitual economic situation, le “train de vie” is endowed with a measure of inertia, whichrequires that it not by stopped suddenly. It is thusfore of a nature to create rights for it’s beneficiary. Niveau de vie Jouissance Habitude Ressources Dépenses Proportionnalité Disproportion Excès Fraude Apparence Assurance-vie Libéralités Facultés Fortune Obligations alimentaires Divorce Prestation compensatoire Cadre de vie Maintenance Conjoint survivant Droit fiscal Droit social Aide sociale Sécurité sociale Droit patrimonial Famille Mariage PACS Concubinage Dépendance économique Standard of living Possession Habit Means Spending Proportionality Disproportion Excess Fraud Appearance Life insurance Gifts Fortune Divorce Compensatory allowance Living environment Maintenance Child support Social support Surviving spouse Fiscal law Social law Social assistance Social security Social Security benefits Droit patrimonial Family Wedding PACS, Concubinage

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