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This paper aims to assess how digital knowledge management affects technostress in workers and how that influences the organization’s sustainability. The study applied an in-depth literature review of the following concepts and dimensions, digital knowledge management (acquisition, sharing and application), technostress (techno overload, invasion, complexity, insecurity and uncertainty) and sustainability (economic, social and environmental).

After completing the literature review, an online questionnaire was developed and disseminated through social networks. The questionnaire had four sections: classification of the respondent, questions related to knowledge management, technostress and sustainability. The final sample comprises 454 responses. First, a descriptive analysis of the sample was carried out, and second, a structural equation model by the partial least squares–structural equation modeling method was conducted.

The results show that there is a direct and positive relationship between knowledge management and technostress. This finding means that a higher level of knowledge management of firms causes a greater level of technostress among employees. The close relationship between knowledge management and the firms’ sustainability has also been confirmed. The study results have shown that gender does not have a moderating effect on the relationships reported, as there are no significant differences.

To the best of the authors’ knowledge, this study is the first to look at digital knowledge management, assessing both the levels of employee technostress and the sustainability achieved by their organizations. Thus, this study could serve as a basis for future research. In addition, it contributes to the scarce academic literature on technostress and digital knowledge management levels.

The insurance industry has not been able to effectively retain its customers and struggles to establish and maintain long-lasting relationships with them. The purpose of this paper is thus to identify the main factors that explain the cancellation of motor insurance policies by individual customers, considering the influence of intermediaries on their decisions.

The data used in this research is based on a sample of 3,500 insurance policies that lapsed during the period of analysis between January and July 2017, against another sample of 3,500 policies that did not lapse, from a major insurance company in Portugal. Binary logistic regression was used for data analysis, using IBM SPSS software.

Aggressive tactics by insurance companies for customer acquisition may induce the cancellation of insurance policies. More valuable customers, the policies with higher premiums and recent claims, as well as the ancillary intermediaries and agents, are determinants of insurance cancellation. Conversely, the payment of policies by direct debit and without instalments reduces the probability of cancellations.

The main limitation of this study is the restriction on data access. Insurance companies are significantly resistant to sharing their customer data – including with academic researchers – even in an anonymised form.

The paper highlights internal and external practices of insurance companies that should be reformulated to significantly improve their performance regarding product cancellation, related to customer information management, mistrust behaviours related to stakeholders and new value propositions that deepen the relationships with intermediaries.

This research developed a framework with which to identify the factors that are mainly associated with motor insurance cancellation and to predict its likelihood.

保險業一向未能有效地留住客戶，故業內不斷努力建立並維繫與客戶長久的關係。因此、本文擬確定個人客戶終止其汽車保單的因素；研究過程中、會考慮中介人對客戶作有關決定的影響 。

本研究所使用的數據、為基於一個涵蓋3500份期滿終止保單的樣本、並以之與另一涵蓋3500份沒有終止保單的樣本相比，樣本均來自葡萄牙一家大型保險公司。期滿終止保單之樣本、乃於2017年1月至同年7月這個研究進行期間内期滿終止的。研究使用了二元羅吉斯迴歸來分析數據，並應用了IBM SPSS 數據分析軟件。

保險公司為贏得客戶所採用的積極進取策略可能導致客戶終止其保單。保單終止的決定因素包括更多有價值的客戶、保險費較高的保單、最近的索賠和輔助的中介及代理。反之，以自動扣帳方式及以非分期付款形式繳付保單則會減低終止保單的機會。

本研究發展了一個框架、以確定與客戶終止其保單有關聯的主要因素，並預計客戶終止保單的可能性。本文亦強調了保險公司須重新制定其內部與外部的做法，以能大幅改善其與產品取消有關的績效，而這些產品取消涉及客戶信息管理、與持份者有關的不信任行為、以及能深化與中介人之關係的新價值主張。

Insurance companies exist to manage the risk of others, which is why they are perceived to be competitive in risk management (RM). Considering this, we investigate how different RM capabilities make insurers effective in RM. These capabilities include understanding risk and risk management (URRM), risk identification (RI), risk assessment and analysis (RAA) and risk monitoring (RMON) activities in insurance companies. In addition, the authors probe how these capabilities can jointly yield a competitive advantage for the insurance industry under the resource-based view (RBV) and dynamic capabilities perspective (DCP).

The authors present a latent variable RM model for the insurance industry and employ structural equation modeling (SEM) to test the hypotheses. Furthermore, the authors also conduct confirmatory factor analysis (CFA) and convergent and discriminant validity analysis for model fit and invariance testing, respectively.

The results show that insurers who investigated RM-related capabilities directly influence their risk management practices (RMPs). Moreover, improving these capabilities will make insurers more effective in managing the risks of others. Thus, RM as a business process will yield a competitive advantage for the insurance sector. The findings are supported by the theoretical insights presented by the RBV and DCP. Furthermore, the model also adheres to the convergent and discriminant validity cut-off values.

To the best of the authors’ knowledge, this is the first study examining insurers' RM practices as a source of a competitive advantage.

保險公司存在的目的是為其它公司或個人管理其風險；因此，保險公司在風險管理方面、被認為具有競爭能力。故此、我們擬研究不同的風險管理能力是如何能使保險公司有效地管理風險的呢？這些風險管理能力包括對風險及風險管理之了解、風險辨識、風險評估和分析，以及在保險公司內的風險監控活動。再者，我們探究這些風險管理能力如何根據資源基礎觀點及動態能力理論共同為保險業創造競爭優勢。

我們為保險業展示一個潛在變項風險管理模型，並使用結構方程模型，來測試我們的假設；而且，我們為模型適配度而進行了驗證性因素分析，又為不變性檢定而進行了驗證輻合及驗證區別效度分析。

研究結果顯示、若保險公司審査與風險管理相關之能力，這會直接影響其對風險管理之措施；而且，若保險公司能改善其風險管理之能力，這會使它們更有效地管理其它公司或個人的風險。因此，作為業務過程的一環、風險管理會為保險業創造競爭優勢。我們的研究結果，得到資源基礎理論及動態能力理論提供之理論見解所支持；而且，我們的模型從附驗證輻合及驗證區別效度的截止值。

據我們所知，本研究為首個研究、去探討保險公司的風險管理措施如何為它們創造競爭優勢。