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Article
Publication date: 31 January 2022

Suchithra Rajendran, Sharan Srinivas and Emily Pagel

Although insurance companies contribute to about $600 billion of the US gross domestic product and employ 2.7 million people, the overall perception of clients and workers…

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Abstract

Purpose

Although insurance companies contribute to about $600 billion of the US gross domestic product and employ 2.7 million people, the overall perception of clients and workers employed in this domain is poor. To the best of our knowledge, this study is the first to propose recommendations to improve the service quality of insurance companies using the voice of customers and employees that are available online.

Design/methodology/approach

The proposed methodology consists of four stages: extracting text reviews posted by employees and customers, reviewing feedback using bigrams and trigrams, determining topics and identifying quality-associated managerial recommendations using the Strengths, Weaknesses, Opportunities and Threats (SWOT) and root cause analysis techniques.

Findings

Our results indicate that primary causes for client dissatisfaction are improper client assistance services, inefficient claims processing, issues related to payments/fees and unresponsive ancillary services. Offering different types of payment methods, immediate car replacement policy and features such as smartphone applications are commended very well. The major reasons for workforce frustrations include long and overly complex training, lack of social events and incentive programs. Coworkers, workplace facilities, clean work environment and other amenities are shown to have a positive impact on employees' satisfaction level.

Originality/value

To the best of our knowledge, this study is the first to propose recommendations to improve the service quality of insurance companies using the voice of customers and employees that are available online. The proposed quality-related insights can assist insurance companies in improving the outlook of their workers as well as customers.

Details

Benchmarking: An International Journal, vol. 30 no. 1
Type: Research Article
ISSN: 1463-5771

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Article
Publication date: 27 July 2022

Patrick Larsson, Russell Lloyd, Emily Taberham and Maggie Rosairo

The purpose of this paper is to explore waiting times in improving access to psychological therapies (IAPT) services before and throughout the COVID-19 pandemic. The paper aims to…

548

Abstract

Purpose

The purpose of this paper is to explore waiting times in improving access to psychological therapies (IAPT) services before and throughout the COVID-19 pandemic. The paper aims to help develop a better understanding of waiting times in IAPT so that interventions can be developed to address them.

Design/methodology/approach

IAPT national data reports was analysed to determine access and in-treatment waiting times before, during and after the COVID-19 pandemic. Time-series data was used to examine referral patterns, waiting list size and waiting times between the period of November 2018 and January 2022. The data covers all regions in England where an IAPT service has been commissioned.

Findings

There was a dramatic drop in referrals to IAPT services when lockdown started. Waiting list size for all IAPT services in the country reduced, as did incomplete and completed waits. The reduction in waiting times was short-lived, and longer waits are returning.

Practical implications

This paper aims to contribute to the literature on IAPT waiting times both in relation to, and outside of, COVID-19. It is hoped that the conclusions will generate discussion about addressing long waits to treatment for psychological therapy and encourage further research.

Originality/value

To the best of the authors’ knowledge, there is no published research examining the performance of IAPT waiting times to second appointment. The paper also contributes to an understanding of how IAPT waiting times are measured and explores challenges with the system itself. Finally, it offers an overview on the impact of the COVID-19 pandemic on waiting time performance nationally.

Details

Mental Health Review Journal, vol. 27 no. 4
Type: Research Article
ISSN: 1361-9322

Keywords

Available. Content available
Article
Publication date: 6 February 2009

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Abstract

Details

International Journal of Operations & Production Management, vol. 29 no. 2
Type: Research Article
ISSN: 0144-3577

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