Galehr-Fritsch E, Steul-Fischer M (2026)
Publication Language: German
Publication Type: Journal article, other
Publication year: 2026
Book Volume: 115
Pages Range: 101-119
Journal Issue: 1
DOI: 10.3790/zverswiss.2026.1474503
Depending on time factors such as the time-of-day and the day-of-the-week, consumers exhibit different behaviors. However, the influence of these time effects on consumer behavior in general has rarely been investigated to date, especially for the insurance industry. This study therefore investigates the influence of the time-of-day and the day-of-the-week on the calling and purchasing behavior of insurance customers and whether these effects exist across sales channels and products. The analysis is based on a comprehensive data set from the call center of a large German insurance company, which includes all incoming customer calls over three months and the customer history. The results of the study show that significantly fewer calls or transactions are made at weekends compared to weekdays. These differences appear to occur regardless of the sales channel or the respective insurance product. With regard to the time-of-day, there is a recurring daily pattern across weekdays, with most calls being received in the late morning. Our results thus prove that consumer behavior is subject to fluctuations depending on the time-of-day and the day-of-the-week and therefore provide a valuable basis for optimizing the targeted and efficient customer approach, which can significantly improve the customer experience.
APA:
Galehr-Fritsch, E., & Steul-Fischer, M. (2026). Timing matters: Der Einfluss der Tageszeit und des Wochentags auf das Konsumentenverhalten in der Versicherungsbranche. Zeitschrift für die gesamte Versicherungswissenschaft, 115(1), 101-119. https://doi.org/10.3790/zverswiss.2026.1474503
MLA:
Galehr-Fritsch, Elisabeth und Martina Steul-Fischer. "Timing matters: Der Einfluss der Tageszeit und des Wochentags auf das Konsumentenverhalten in der Versicherungsbranche." Zeitschrift für die gesamte Versicherungswissenschaft 115.1 (2026): 101-119.
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