Insurance sector dynamics: towards transformation into learning

organization
Author(s):
Gopalakrishna Barkur, K.V.M. Varambally, Lewlyn L.R. Rodrigues
Journal:
The Learning Organization
Year:
2007
Volume:
14
Issue:
6
Page:
510 - 523

ISSN:
0969-6474

DOI:
10.1108/09696470710825123
Publisher:
Emerald Group Publishing Limited
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Abstract:
Purpose – The purpose of this research is to study the influence of five critical factors
on service quality in the insurance sector. Having studied the influence of these critical
factors, an attempt has been made to obtain a generic solution to enhance the quality of
service by proposing a holistic framework of learning organization. As globalization and
IT revolution have made the insurance sector highly knowledge-intensive, customer
expectations and perceptions have also grown exponentially. Hence, this research is
timely and goal-focused.

Design/methodology/approach – The research is based on system dynamics

methodology, which involves sequential phases including: problem identification,
conceptualization, model formulation, simulation and validation, and policy analysis and
implementation. Meta-analysis of existing literature and rationalization are also a part of
the framework development.

Findings – The results have indicated that the key parameters, e.g. past experience,
personal needs, external communication, word of mouth, and active clients have
significant influence on service quality of the insurance sector.

Practical implications – The outcome of this study can be directly implemented in the
insurance sector to enhance the quality of service, as it provides a means to convert the
tacit knowledge in the organization into an explicit form. The knowledge
managementsystem, as a component of the learning organization, acts as a central
repository of organizational knowledge and enables the service providers to minimize
the “service quality gap” as best practices, past experience, and solutions to problems
of common occurrence will be available for common use.

Originality/value – This research is unique in the sense that it uses a system dynamics
approach to service quality enhancement in the insurance sector. The research has
immense value to the insurance sector, as its growth is a function of service quality.