Management
Seyed Amirhossein Shojaei
Abstract
This paper investigates the impact of diversification strategy on firm performance. The paper looks into three dimensions of diversification strategy in terms of staff, product and geographical presence, using return on asset (ROA) and return on equity (ROE) to proxy for financial performance. Using ...
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This paper investigates the impact of diversification strategy on firm performance. The paper looks into three dimensions of diversification strategy in terms of staff, product and geographical presence, using return on asset (ROA) and return on equity (ROE) to proxy for financial performance. Using the fixed effects regression estimation method to analyze the data of 30 Iranian insurance companies in the period from 2012-2021, the article finds a significant positive impact of diversification in terms of staff education on ROA, while the relationships between staff diversification in terms of gender and experience with ROA are significantly negative. No significant relationship is found between diversification in terms of geographical presence, insurance policy, and premium with ROA. When ROE measures financial performance, the research reports significantly positive effects of diversification on ROE in terms of education and insurance policy. In contrast, the relationships between diversification in terms of gender and premium with ROE are found to be significantly negative. Meanwhile, the effects of diversification on ROE in terms of geographical presence and experience are insignificant. The paper contributes to the literature on diversification strategy by developing specific models to measure staff, geographic and product diversification strategies in the insurance industry. It also adds to the literature on the diversification-performance nexus by bringing fresh insight into the multiple dimensions of diversification strategies and their impacts on firms' profitability.
Management
Yousef Ramezani; Amirhossien Okhravi; Tahereh Heydarnejad; Sepideh Salarpanah
Abstract
Customer contact points are known as the building blocks of the customer experience and for designing and enhancing the customer experience. The purpose of this study is to investigate the causal relationships between customer contact points and word of mouth through customer experience in the insurance ...
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Customer contact points are known as the building blocks of the customer experience and for designing and enhancing the customer experience. The purpose of this study is to investigate the causal relationships between customer contact points and word of mouth through customer experience in the insurance industry in 2021. The present study is applied in terms of purpose and descriptive-correlational in terms of implementation method. This survey included Mashhad insurance clients. As the number of customers is unlimited, the sample size 384 was calculated using Morgan table. Samples were selected using the non-probability Convenience sampling method. Confirmatory factor analysis was used to determine the validity of the questionnaires. The reliability of the questionnaires was obtained using Cronbach's alpha coefficient for all research variables above 0.7. Structural equation method was employed using PLS software. The results showed that customer contact points and their dimensions affect customer experience. Customer experience also had a significant effect on word of mouth. Ultimately, the customer experience mediated the impact of customer contact points and their dimensions on word of mouth. Finally, suggestions were presented based on the research findings.
