Using the service encounter to facilitate regulatory change

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dc.contributor.author Hackman, K
dc.date.accessioned 2012-02-02T11:02:42Z
dc.date.issued 2006-01
dc.identifier.citation Strategic Change, 2006, 15 (3), pp. 145 - 152
dc.identifier.issn 1086-1718
dc.identifier.other C1UNSUBMIT en_US
dc.identifier.uri http://hdl.handle.net/10453/15758
dc.description.abstract The recent spate of corporate collapse and compliance transgressions has increased the amount of regulations that organizations must implement successfully. This paper examines the challenges of implementing regulatory change using the example of the introduction of Financial Services Reform (FSR) for general insurers in Australia specifically considering the impact on customers. FSR introduced a consistent framework of consumer protection across the general insurance industry. However, it also shifted responsibility for decision making about the purchase of insurance to customers in varying degrees. The question was how to engage customers positively when: first, they were required rather than invited to change; second, they had increased responsibility for decisions about purchasing insurance; and third, when regulatory change in general is considered by the customer not to add value. A case study is provided of how Insurance Australia Group (IAG) successfully used the service encounter as a vehicle to educate the customer about FSR, assist them with their new decision-making responsibilities and support the realization of the intended value.
dc.publisher John Wiley & Sons Ltd.
dc.title Using the service encounter to facilitate regulatory change
dc.type Journal Article
dc.parent Strategic Change
dc.journal.volume 3
dc.journal.volume 15
dc.journal.number 3 en_US
dc.publocation United Kingdom en_US
dc.identifier.startpage 145 en_US
dc.identifier.endpage 152 en_US
dc.cauo.name BUS.The Dean's Unit en_US
dc.conference Verified OK en_US
dc.for 1503 Business and Management
dc.personcode 100824
dc.percentage 100 en_US
dc.classification.name Business and Management en_US
dc.classification.type FOR-08 en_US
dc.edition en_US
dc.custom en_US
dc.date.activity en_US
dc.location.activity en_US
dc.description.keywords NA en_US
dc.description.keywords NA
dc.description.keywords NA
pubs.embargo.period Not known
pubs.organisational-group /University of Technology Sydney
pubs.organisational-group /University of Technology Sydney/Faculty of Business
pubs.organisational-group /University of Technology Sydney/Strength - Management and Organisation Studies


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