金融機構跨業經營已蔚為常態，金融機構利用不同的整併模式，積極進行跨業資源整合及業務推動。金融控股公司的設立加速跨業經營的腳步，如何利用強勢通路進行共同行銷以達成綜效，成為決勝的關鍵因素。人壽保險業務員通路利用關係行銷，掌握客戶需求，面對面進行顧客服務，滿足客戶一站購足的全方位商品服務，帶動金控集團業績，肩負舉足輕重的戰略地位。然而居高不下的壽險申訴率，引發我們對業務員進行共同行銷時是否也會發生不當行為風險的疑慮，並思考如何提前辨識及因應。
本研究嘗試以保險申訴類型與現行壽險業務員共同行銷模式進行模擬比對，以辨識風險來源，經歸納推導得知壽險業務員趨利避害思維模式及價值觀，若無適當管控，將會引發共同行銷不當行為的發生，並且將隨業務擴展逐漸浮現。為回應風險，本研究結合實務經驗，分別對相關不當行為態樣及有關單位提出風險管理建議(1)在壽險公司方面，可注意強化業務員跨業行銷專業及法令教育，嚴懲共同行銷的不當行為以敬效尤，並善用保險機制以分散風險；(2)在金控公司方面，則應建立跨業風險預判及預防機制，善用集團的資源管理風險，並進行子公司間效率運作經驗的複製及移植；(3)在主管機關方面，可思考調整產險業界業績計算方式，從制度面進行改變導正，另為配合跨業行銷爭議處理機構之設立規劃，可先從金控、公會組織逐級試行申訴運作模式，待未來正式設立時即可移轉經驗及制度，讓消費者保護沒有空檔。期能透過各方面的配合，讓共同行銷的運作能更為完善，以提升金控集團經營效率並充分保護消費者權益。 / Cross-selling seems to be a popular business model for most financial institutions. Various M&A are employed by financial institutions for the purpose of resources integration and business growth across different sectors. The establishment of financial holding companies has further accelerated the scope of business. It is very critical to leverage the advantage of strong channels to enhance synergy via cross-selling. Life insurance agents position themselves importantly for the performance of the holding company groups as they provide one-stop service, face to face interact, and satisfy the demand with their customers by leveraging the customer relationship. But the high customer complaint rations arose the concern with the appropriateness of cross-selling of the agents and the legacy risk, and encourage us to identify the related risk and figure out possible solutions.
This research tries to simulate the genres of complaints and the patens of cross-selling of the agents for the purpose of identifying sources of risk. It is concluded that the agents should be well monitored and restrained because of their trade-off mind-sets and value. If not, mis-behaviors can happen along with the growth of business. In response to the related risk, this research based on operation experience leads to several suggestions according to the genres of mis-behaviors to the related entities. First, the life insurance companies should play attention to the enforcement of cross-selling skills and education of regulation of the agents, the punishment of mis-behaviors, and insurance mechanism to diversify related risks. Secondly, the holding companies should build the mechanism of identifying, measuring, and preventing the related risks, manage the risk by using group resources, and replicate the experience and know-how among the subsidiaries. Finally, the supervisory authority should consider the adjustment of performance measurement of the P&C insurance sector, try to guide the sector by change of rules, and try to set up the complaint process from the level of the holding companies and the business associations sequentially, first and then transfer these accumulated experiences and rules to the institution handling arguments about cross-selling after its official establishment in the future. Then the consumers can be well protected without any gap. It is expected that the cross-selling model can be run much better to enhance the operation efficiency of holding company groups and protection of consumers due to the cooperation of related entities.
| Identifer | oai:union.ndltd.org:CHENGCHI/G0096932254 |
| Creators | 高穎祥 |
| Publisher | 國立政治大學 |
| Source Sets | National Chengchi University Libraries |
| Language | 中文 |
| Detected Language | English |
| Type | text |
| Rights | Copyright © nccu library on behalf of the copyright holders |
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