In view of the recent regulatory changes and volatile market conditions, the insurance and finance industry started focusing more on developing strategies to find new customer segments. Acquiring new customers is difficult especially in a fiercely competitive industry like insurance. Also, the...

Customer loyalty is one of the main business challenges, also for the insurance sector. Nevertheless, there are just a few papers dealing with this problem in the insurance field and specifically considering the uniqueness of this business sector. In this paper we define the conceptual framework...