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• W4383370007 abstract "Abstract The digital transformation with its new technologies and customer expectation has a significant effect on the customer channels in the insurance industry. The objective of this study is the identification of enabling and hindering factors for the adoption of online claim notification services that are an important part of the customer experience in insurance. For this purpose, we conducted a quantitative cross-sectional survey based on the exemplary scenario of car insurance in Germany and analyzed the data via structural equation modeling (SEM). The findings show that, besides classical technology acceptance factors such as perceived usefulness and ease of use, digital mindset and status quo behavior play a role: acceptance of digital innovations, lacking endurance as well as lacking frustration tolerance with the status quo lead to a higher intention for use. Moreover, the results are strongly moderated by the severity of the damage event—an insurance-specific factor that is sparsely considered so far. The latter discovery implies that customers prefer a communication channel choice based on the individual circumstances of the claim." @default.
• W4383370007 created "2023-07-07" @default.
• W4383370007 creator A5070011367 @default.
• W4383370007 creator A5092413585 @default.
• W4383370007 date "2023-07-06" @default.
• W4383370007 modified "2023-10-10" @default.
• W4383370007 title "Acceptance of online customer channels for damage claims in Germany" @default.
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• W4383370007 doi "https://doi.org/10.1007/s10799-023-00404-z" @default.
• W4383370007 hasPublicationYear "2023" @default.
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