Future Research

The following process for future research may try to do causality and external validity to

find out what may be affected by SHB such as organization‘s sales performance, salespeople‘s

personal sales performance, customer satisfaction, etc. Also, SHB can be compared with other

helping behavior such as OCB and POB to figure out which constructs are unique within SHB

that cannot be measured or explained by other helping behavior, hence, strengthen the value

of SHB. Researchers can further investigate organizational consequences of the unique

constructs.

In addition, researchers can explore what factors affect salespeople helping behaviors,

including organization climate, relationship with customers, personal characteristics, etc.

Furthermore, the correlation between sales performance and SHB is also worthy of

investigation. Finally, researchers can extend the research and collect data from different

industries in order to make the SHB scale generally applicable. Those tasks can be

accomplished by using this scale.

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Appendix A Select Item by Experts

非 有

非 有

Appendix B Item Representative by Experts

非 有

非 有

常 點 有 非 不 不 不 沒 點 常 代 同 同 同 意 同 同 同 表 意 意 意 見 意 意 意 性 情感支持

1. 我會打電話關心客戶，聊些業務以外的事 □ □ □ □ □ □ □ __

2. 我會探訪顧客以表示我的關心 □ □ □ □ □ □ □ __

3. 當客戶處於低潮，我會主動給予關心 □ □ □ □ □ □ □ __

4. 當顧客面臨感情問題時，我會幫他做分析 □ □ □ □ □ □ □ __

5. 當顧客面臨感情問題時，我會專心傾聽 □ □ □ □ □ □ □ __

6. 當顧客或其家屬生病，除了探望之外，我還會提供其他協助 □ □ □ □ □ □ □ __

7. 當顧客面臨事業瓶頸時，我會給予精神上的協助 □ □ □ □ □ □ □ __

8. 如果顧客需要，我樂於扮演他和家人間的溝通橋樑 □ □ □ □ □ □ □ __

9. 當顧客的家庭遇到緊急問題，而他無法及時出現，

當我會代他處理 □ □ □ □ □ □ □ __

人際關係上的協助

1. 我會透過人際關係提供顧客業務外的協助 □ □ □ □ □ □ □ __

2. 若顧客彼此有需要，我會安排他們聯絡 □ □ □ □ □ □ □ __

Appendix C Questionnaire for the First Survey

非 有

下面敘述行為，請依個人經驗填寫，“是”請寫 “O”，“否”請寫“X”

Appendix D Questionnaire for the Second Survey

個人資料填寫：