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1	Boat insurance from the customer’s perspective : - A study on what aspects private policyholders value most in Swedish insurance companies. Nouri, Divina January 2015 (has links) People play a major role in the marketing of services, due to the fact services are intangible, and customers look for ways to determine the quality of services. Since services differ from physical goods, service providers need to understand how they affect their organizations. Furthermore, the criterion for satisfaction is different and the customer participates in the process, hence the interest to study this more thoroughly. Insurance company insurance industry policyholders claim adjuster insurance related factors service quality customer communication customer expectations customer perception trust customer satisfaction customer loyalty