Acta Universitatis Danubius. Œconomica, Vol 10, No 4 (2014)

Abstract

Objective - This paper has proposed to explore the satisfaction of employees that sell insurance policies.

Prior work - Several authors had examined customer satisfaction, service quality and its implications on customer attitude towards different fields, but our concern was to address this relatively unexplored field which is employees` satisfaction.

Approach - By using an exploratory approach, we collected data from a sample of 332 employees that sell insurance policies within north-Western Romanian.

Results - By analyzing data it was possible to determine the GAP between the expectations of employees that sell insurance policies and their perceptions regarding the service quality in life insurance industry. In addition it was tested whether there is relationship between the frequency of contact with the back office employees and level of income earned from this activity

Implications – It was revealed that from the analyzed population the most of those surveyed were employees of insurance intermediaries and not employees of a single company insurance.

Value - considering that the number of researches that analyze the front office employees` satisfaction is rather low we consider that this paper brings a significant contribution to the literature review.