HKUEMS :: Event Details

Seminar on IIM by Dr. Alex Yang (Jan 20, Fri)
posted by School of Business for HKU and Public
Event Type: Public Lecture/Forum/Seminar/Workshop/Conference/Symposium
Event Nature: Business & Economics

Event Details

IIM Seminar
School of Business

Understanding Customers Retrial in Call Centers: Preferences for Service Quality and Service Speed

Dr. Alex Yang
Assistant Professor of Management Science and Operations
London Business School

Trade credit insurance (TCI) is a risk management tool commonly used by suppliers to guarantee against buyers defaulting when purchasing on credit. Most TCI policies differ from those issued within other insurance sectors in that the insurer can cancel this ``guarantee" during the insured period. A guarantee that can be canceled is both paradoxical and controversial. This paper explores the role of cancelability in TCI and its operational implications. Using a game-theoretic model to capture the strategic interaction between insurer and supplier, we find that the utility of cancelability in TCI is linked to the two roles that the insurer plays in this setting: the (cash flow) smoothing role (smoothing the supplier's cash flows), and the monitoring role (tracking the buyer's continued creditworthiness during the insured period, which enables the supplier to make more efficient shipping decisions). Non-cancelable contracts rely on the deductible to implement these two roles, which results in a conflict: A high deductible inhibits the smoothing role while a low deductible weakens the insurer's incentive to fulfill the monitoring role. Yet, under cancelable contracts, the insurer's right to cancel coverage ensures that information acquired through monitoring is reflected in the supplier's shipping decision. Thus, the insurer has adequate incentives to perform his monitoring function without resorting to a high deductible. The downside of cancelable contracts is that the insurer may exercise the cancelation option too aggressively. As such, when both his monitoring cost is low (e.g., due to advances in information technology) and the supplier's outside option is unattractive (e.g., during an economic slowdown), the supplier may favor contracts with non-cancelable coverage for the value of commitment. Our findings help explain the historical dominance of cancelable contracts in TCI, and they also offer insight into the recent industry trend of offering non-cancelable TCI coverage.

Date/Time20/01/2017 14:30-16:00
VenueKK1236, 13/F., K.K. Leung Building, The University of Hong Kong

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