TY  - JOUR
U1  - Wissenschaftlicher Artikel
A1  - Lang, Fabian
A1  - Riegel, Lukas
T1  - Acceptance of online customer channels for damage claims in Germany
JF  - Information Technology and Management
N2  - 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.
KW  - Technology acceptance
KW  - Customer channel
KW  - Online services
KW  - Damage claims
KW  - SEM
KW  - Insurance
KW  - Online-Dienst
KW  - Schadensersatzanspruch
KW  - Strukturgleichungsmodell
KW  - Versicherung
Y1  - 2023
UN  - https://nbn-resolving.org/urn:nbn:de:bsz:960-opus4-29149
SN  - 1573-7667
SS  - 1573-7667
U6  - https://doi.org/10.25968/opus-2914
DO  - https://doi.org/10.25968/opus-2914
SP  - 16
S1  - 16
ER  -