@inproceedings{8b0ddbb683e242be89334b155fc09325,
title = "Development of e-services in latvian insurance industry: The critical role of quality benchmarking",
abstract = "The purpose of this paper is to report on the development of comparable set of metrics, or else – a benchmarking standard – on the Latvian non-life insurance market. In this research we used a case study methodology, deploying a number of research strategies, namely: in-depth interviews with heads of industry associations and a survey of representatives of insurance broker companies. We argue that for such information-intensive service industry as insurance to contribute to the development of e-Society, (e-)service offering must be based on common quality benchmarking standards to allow consumers and entrepreneurs have unbiased information on and be able to compare the offered services from different firms. Mutual interaction though e-services between society, enterprises and insurance industry contribute to the development of e-Society, and such service further can contribute to the improvement of insurance industry.",
keywords = "Benchmarking, Criteria of quality, Non-life insurance industry, Quality",
author = "Valdis Janovs and Fomin, \{Vladislav V.\}",
note = "Publisher Copyright: {\textcopyright} IFIP International Federation for Information Processing 2011.; 11th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2011 ; Conference date: 12-10-2011 Through 14-10-2011",
year = "2011",
doi = "10.1007/978-3-642-27260-8\_18",
language = "English",
isbn = "9783642272592",
series = "IFIP Advances in Information and Communication Technology",
publisher = "Springer Science and Business Media, LLC",
pages = "227--236",
editor = "Tomas Skersys and Rimantas Butleris and Lina Nemuraite and Reima Suomi",
booktitle = "Building the e-World Ecosystem - 11th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2011, Revised Selected Papers",
address = "United States",
}