A Scale Development of Salespeople Helping Behavior—A Case of the Life Insurance Industry

• Main Authors: Ia-Jiun Jang, 張雅君
• Other Authors: Chia-Chi Chang
• Format: Others
• Language: en_US
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/76701843258240107660

碩士 === 國立交通大學 === 管理科學系所 === 96 === During the interaction between salespeople and customers, salespeople will provide extra-role assistances for their customers regardless of reciprocation. The higher the degree of interaction is, the higher the frequency of extra-role assistance that salespeople engage in will be. The purpose of this study is to quantify this kind of helping behavior, and the research led to the development of a Salespeople Helping Behavior Scale (SHB Scale). The study was divided into two stages: all respondents were salespeople from life insurance industry, with 144 and 311 respondents involved each of the stages. The result showed that an SHB scale with in 15 items of four dimensions: assistance of specialty, gift giving & personal visit, social activity, and emotional support, could be reasonably constructed. Such a scale, which quantifies abstract helping behavior, can make it easier for managers to analyze SHB and thus evaluate employees.