Insurance companies project images of concern about people and commit themselves to the prompt delivery of services in time of need. This article uses the perception of insurance company effectiveness in dealing with policyholders after a major natural disaster as a model for an analysis of customer satisfaction. Findings indicate that repeat business and company success largely depends on the degree the company image matches consumer expectations. Extrapolations from the findings are recommended for testing by other organizations interested in delivering quality service to customers to gain a competitive edge.
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