考察零售银行业的不道德销售行为:对巴西员工看法的诠释学分析

Roberta Gabriela Basílio, Mateus Canniatti Ponchio, Rafaela Almeida Cordeiro
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引用次数: 0

摘要

本研究旨在从银行职员的角度调查零售银行业务中的不道德销售行为。我们的分析采用了解释学的方法,并运用诠释学的框架来探索信息提供者--巴西的 15 名银行职员--对其金融服务经历所描述的意义。借鉴有关组织中道德行为的文献和科尔伯格的认知道德发展理论,我们发现了企业销售行为中的自利模式,这种模式淡化了对不道德行为的任何责任承担,并利用消费者责任的话语将责任归咎于客户。我们的研究结果揭示了银行员工如何以及为何为自利销售行为辩护的机制,并为改善消费者代理和发展银行道德行为文化所需的行动提供了见解。我们揭示了银行员工的不道德行为是如何嵌入组织结构和流程的,组织成员是如何将这些行为内化为可允许甚至可取的行为的,以及组织成员是如何将这些行为传递给下一代员工的。
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Examining unethical sales practices in retail banking: a hermeneutic analysis of employee perceptions in Brazil

This study aims to investigate unethical sales practices in retail banking from the perspective of bank employees. Our analysis adopted an interpretative approach, and we applied a hermeneutic framework to explore the meanings that the informants—fifteen bank employees in Brazil—ascribed to their experiences of financial services. Drawing on the literature on ethical behavior in organizations and Kohlberg’s cognitive moral development theory, we identify patterns of self-interested corporate sales practices that dilute the assumption of any responsibility for unethical behavior and blame customers using the discourse of consumer responsibility. Our findings reveal the mechanisms of how and why bank employees justify self-interested sales practices, and we offer insights into the actions needed to improve consumer agency and develop a culture of ethical behavior in banks. We shed new light on how bank employees’ unethical acts become embedded in organizational structures and processes, how behaviors are internalized by members of the organization as being permissible and even desirable behavior, and how members pass along such behaviors to next generations of employees.

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来源期刊
CiteScore
5.60
自引率
26.70%
发文量
61
期刊介绍: Under the guidance of its expert Editors and an eminent international Editorial Board, Journal of Financial Services Marketing has become one of the world''s leading forums for the latest thinking, techniques and developments in marketing financial services. The Journal has established itself as a key bridge between applied academic research and commercial best practice, globally. The journal covers: marketing banking services, pension plans, insurance, saving schemes, investment finance, personal finance, mortgages and credit and debit cards loyalty plans brand management cross-selling products and services customer relationship management online services customer profiling targeting product positioning pricing distribution management consumer finance pooled investment funds The Journal of Financial Services Marketing publishes detailed and authoritative: Case studies from marketers worldwide, detailing their practical experiences, the problems faced and the lessons learned Research with IMPLICATIONS FOR PRACTICE from leading business schools, research institutes and universities, worldwide Reviews and briefings by expert practitioners and academics sharing thought-provoking and challenging ideas Legal reviews examining in detail the major changes in legislation Book reviews providing a ''thumbnail'' of best practice in marketing within the financial services field ...to keep subscribers up-to-date with the latest developments and thinking in bank and financial services marketing.
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