- 學位論文
汽車保險銷售人員對顧客詐欺的接受度
Insurance Salespeople''s Acceptance toward Consumers’Insurance Frauds
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摘要
過去數年中學界對於保險詐欺問題的關注與研究興趣與日俱增。然而，迄今仍然較少有相關研究針對保險業務員的道德認知與其從事業務員-顧客勾結的問題作探討。本研究檢視保險業務員對顧客的不道德要求 (例如要求誤報損失事故的本質以獲取保險理賠) 將會做出何種回應。本研究以台灣汽車保險銷售人員作為研究樣本，透過立意抽樣的方式實施不同樣本群組間的調查與比對。所有的參與者都是全職並領有保險銷售證照的汽車保險銷售人員。研究結果顯示不道德的顧客請求可能與汽車保險銷售人員的道德決策有關。道德判斷、為達成銷售目標而感知的壓力，同事對於顧客不道德要求的反應都與受試者的道德意圖呈顯著相關。目前探討保險業務員與顧客勾結的研究還是較少的。本研究或許在汽車保險銷售管理上具有一些應用價值。
並列摘要
Concerns for insurance frauds have dramatically increased over the past years and researchers have also shown an intense interest in this issue. However, to date, very few studies examined the link between insurance salespeople’s ethical perceptions and the specific situation involving salespeople-customer collusion. This study examined how insurance salespeople react to unethical requests (e.g., asking for misrepresenting the nature of an incident to obtain insurance payment) by their customers. By taking car insurance salespeople as our research target, a between-subject survey was conducted at non-life insurance companies (purposive sampling was used) in Taiwan. All the responders are full-time and licensed car insurance salespeople. The results showed that unethical customer requests may correlate with the ethical decision making of the car insurance salespeople. Ethical judgment, perceived pressure for sales goal achievement and beliefs in peers reaction to the unethical customer requests predicted salespeople''s ethical intentions. Research on salespeople-customer collusion is rare. This study may make some implications to car insurance sales management.
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