Hyundai Marine & Fire Insurance has achieved its goal of revenue growth while most of insurance companies have failed. It is because Hyundai Marine & Fire Insurance continued to make sincere efforts to increase employee satisfaction. The service-profit chain posits that employee satisfaction is linked to customer satisfaction and to revenue growth. The case shows how Hyundai Marine & Fire Insurance put the service-profit chain to work and how different its internal marketing strategy is.
Yi, Youjae; Lee, Jun Youb; and Sirh, Jin Young
"서비스 수익 체인 실현을 위한 내부마케팅 전략: 현대해상화재보험,"
Asia Marketing Journal: Vol. 11
, Article 12.
Available at: https://amj.kma.re.kr/journal/vol11/iss3/12