顾客权力、感知行为控制与寿险销售人员对顾客性骚扰的反应

Yi-Ling Lin, Lu-Ming Tseng
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引用次数: 1

摘要

性骚扰通常是犯罪者对受害者滥用权力的结果。本研究探讨了顾客奖励权力、顾客强制权力、知觉行为控制(PBC)和个人因素对全职寿险销售人员举报顾客性骚扰意向的影响。设计/方法/方法本研究通过问卷调查收集定量数据。共回收有效问卷743份。两种类型的客户性骚扰(交换条件和敌对的工作环境)进行了评估。PBC是影响检举意图的最主要因素。回归分析显示,顾客奖励权力显著影响顾客性骚扰的检举意愿。男性销售人员比女性销售人员感受到更强的顾客强制力。独创性/价值并非每个社会都以同样的方式看待客户权力和客户性骚扰。本研究以台湾寿险业务员为研究对象,并纳入顾客权力的概念,扩大举报意图对两类顾客性骚扰的理解。
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Customer power, perceived behavioral control, and life insurance salespeople's reactions to customer sexual harassment
PurposeSexual harassment is often the result of the abuse of power by perpetrators over victims. This study investigated the effects of customer reward power, customer coercive power, perceived behavioral control (PBC), and personal factors on full-time life insurance salespeople's intentions to report customer sexual harassment.Design/methodology/approachThis study collected quantitative data through questionnaire surveys. A total of 743 valid questionnaires were collected.FindingsTwo types of customer sexual harassment (quid pro quo and hostile work environment) were evaluated. PBC was found to be the most influential factor affecting whistleblowing intentions. Regression analysis indicated that customer reward power significantly affected whistleblowing intentions toward quid pro quo customer sexual harassment. The male salespeople experienced stronger customer coercive power than did the female salespeople.Originality/valueNot every society views customer power and customer sexual harassment in the same manner. By examining Taiwan's life insurance salespeople and including the concept of customer power, this study broadens the understanding of whistleblowing intentions toward the two types of customer sexual harassment.
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