The relationship between ethical and customer-oriented service provider behaviors  

Oleh:

Howe, Vince ; Hoffman, K. Douglas ; Hardigree, Donald W.

Jenis: Article from Journal - ilmiah internasional
Dalam koleksi: Journal of Business Ethics vol. 13 no. 7 (Jul. 1994), page 497.
Topik: Ethical Behavior; Customer Orientation; Insurance Sales Agents

Ketersediaan

Perpustakaan Pusat (Semanggi) Nomor Panggil: BB27.20 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

Lihat Detail Induk

Isi artikel

This study examines the relationship between the ethical behavior and customer orientation of insurance sales agents engaged in the selling of complex services, e.g. health, life, auto, and property insurance. The effect of ethical and customer-oriented behavior, measured by the SOCO scale (Saxe and Weitz, 1982), on the annual premiums generated by the agents is also investigated. Customer oriented sales agents are found to engage in less unethical behavior than their sales-oriented counterparts. Further, sales-oriented agents are found to perceive greater levels of unethical behavior among their significant others. Alarmingly, higher levels of sales premiums are found among those agents who engage in unethical behavior.

Opini Anda

Klik untuk menuliskan opini Anda tentang koleksi ini!

Kembali