Complex services and choice criteria: an example from the life assurance market.

This study analyses customer choice criteria in the context of a complex service, more specifically, endowment life assurance policies. The study draws upon previous literature which has suggested that service complexity may have implications for consumer behaviour in general and customer choice criteria in particular. A quantitative study is employed to investigate the relative importance of choice criteria in endowments and differences in importance with respect to various demographic and related factors. Findings indicate that the consumer's choice of institution is most often influenced by use of an existing service with that firm, followed closely by choosing on the basis of recommendation or family relationship. Factors such as performance and charges are shown to be relatively unimportant choice criteria. In addition, differences in the importance of choice criteria with respect to gender, class, household income, educational attainment, age and financial maturity are apparent. [ABSTRACT FROM AUTHOR]