Customer power, perceived behavioral control, and life insurance salespeople's reactions to customer sexual harassment

Abstract

Purpose

Sexual 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/approach

This study collected quantitative data through questionnaire surveys. A total of 743 valid questionnaires were collected.

Findings

Two 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/value

Not 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.

Citation

Lin, Y.-L. and Tseng, L.-M. (2022), "Customer power, perceived behavioral control, and life insurance salespeople's reactions to customer sexual harassment", Equality, Diversity and Inclusion, Vol. 41 No. 8, pp. 1209-1224. https://doi.org/10.1108/EDI-03-2021-0061