The term moralss, refers to “ A set of moral rules or values, the rules of behavior regulating an person or a group ” ( Ethics in Insurance, 2009 ) . Business moralss has become a controversial and widely discussed subjects late, chiefly due to the illegal Acts of the Apostless performed by companies such as Enron and Tyco. Blinded by short term net incomes, these companies neglect the possible legal hazards that they could happen themselves in. Falsifying concern consequences, selling nonexistent merchandises, etc. are some of the unethical actions that companies could make. As a consequence of these careless unethical actions, consumers suffer and lose their trusts in these companies. At that point, a loss in clients ‘ trusts is equal to an ageless loss of concern.
Ethical motives in the insurance industry
The selling of insurance merchandises is a good subject to look into concern moralss as the intangible and inseparable nature of these merchandises increase the likeliness of ethical maltreatment ( Kennedy and Lawton, 1993 ) .. Besides, Diacon and Ennew ( 1996 ) considers the fact that there exists an “ extended information dissymmetry ” ( information of merchandises are non to the full disclosed to clients ) within the insurance industry, and this is another seed for unethical behaviours.
Research inquiry and intent of this survey:
“ Harmonizing to Suisse Romande clients, what are the determiners of ethical gross revenues behaviour for insurance professionals? “
While most surveies on moralss within the insurance industry have taken an internal position point ( look intoing the employees ). this survey will near the issue externally, prioritising the clients perceptual experiences. Specifically, this survey will look into whether or non consumers view factors such as Age, Education, Reward System, and Control System ( of the employee ) impact his ethical gross revenues behaviour. A comparing will be made between the internal perceptual experiences ( of people working in insurance industry; done by old surveies ) and the external perceptual experiences ( the consequence of this survey ) . This survey will besides analyze if Ethical Selling Behaviors predict Assurance, and if Assurance predict Customer Satisfaction.
The survey is conducted in a Suisse Romande puting where most of the respondents are from the Gallic talking country of Switzerland. This set of respondents was chosen for two grounds: First, Swiss citizens have more experience covering with the Swiss insurance than exiles; secondly, as the research establishment ( Ecole Hoteliere de Lausanne ) is located in the Suisse Romande, it is much easier to garner responses from the same geographic part.
The staying of this paper will be organized as follows. The undermentioned subdivision will sum up old surveies on moralss and client satisfaction in the insurance industry. Then, the paper will explicate the conceptualisation theoretical account, its latent variables and dimensions and the preparation and testing of hypotheses. Afterwards, the paper will reason, mentioning the managerial deductions and restrictions of this survey.
Ethical motives in the Insurance industry
Diacon et. Al ( 1996 ) discusses the exposure of the insurance industry to ethical maltreatments. He believes that several features of the merchandises traded within the insurance industry such as hazards, complexness and length of service pose ethical jobs for consumers. He takes a conceptual point of position and attempts to analyse the ethical issues within the UK insurance industry utilizing the selling construct of 4 P ‘s:
Merchandise: the merchandise is wrongly marketed and delivered to the clients.
Monetary value: True disbursal of financial/insurance merchandises are non known for certain until sometime in the hereafter. As such there is a possibility that insurance Sellerss merely discuss the immediate costs such as committee fees to the consumers, while go forthing out these hereafter disbursals.
Promotion: relates to the treatment of “ truth ” . From a selling point of position, there are two types of truth. Consumers truth is what consumers believe to be likely while scientific truth has to make with everything that can be proven with facts. By publishing promotional stuffs that are scientifically true, insurance companies pass the legal trial, yet, those stuffs might non show the consumer truth.
Topographic point ( distribution ): Most insurance merchandises are sold personally to clients by company ‘s staff. Diacon et. Al ( 1996 ) identifies Place as the most debatable of the 4P ‘s in furthering ethical maltreatments. He states that although, a committee based wages system is the best manner to increase concern as the sales representative merely gets paid when he sells a merchandise, it does non vouch the minutess will be facilitated in an ethical mode. Under the force per unit area of selling more, the sales representative might set about unethical behaviours to accomplish consequences.
Sadri ( 2009 ) surveies the common ethical issues within the Indian Insurance industry. He chooses the center and high degree of direction as the survey subjects since this group of people derives a high per centum of their net incomes from salary. With this logical thinking in head, he hopes that the consequence of the survey will be presented in a less-bias, more ethical mode as this group of respondents is non under the same force per unit area to sell like the low degree sales representative. Questionnaires were used as the chief tool of study and were designed following the 7 P ‘s of service selling ( merchandise, monetary value, topographic point, publicity, physical presence, procedure ) . Despite Sadri ‘s guess, it turns out that even the center and high degree direction holds that inducements and fillips are of higher importance than ethical behaviors are.
Roman et. Al ( 2004 ) surveies the determiners of ethical behavior for insurance employees in Spain utilizing the undermentioned theoretical account:
The survey was conducted internally within in the industry ( among the employees ) .He discovers that reward system, control system, age contributes to a great extent to the ethical gross revenues behaviour of the insurance sales representative. However, instruction does non. Additionally, another determination of the survey is that ethical gross revenues behavior contribute to role-conflict intersender and occupation satisfaction and does non lend to occupation public presentation.
Servqual and client satisfaction in the insurance industry
The servqual theoretical account was developed by Parasuraman et. Al ( 1985 ) to mensurate client satisfaction in relation to service quality. It has 5 dimensions:
Reliability – the ability to execute the promised service
Responsiveness – the willingness to assist clients and supply prompt service
Assurance – the cognition and trustiness of employees
Empathy – the lovingness, individualised service given to client
Tangibles – the visual aspect of physical installations and employees who provide the service
“ Customer satisfaction/dissatisfaction ”. as defined by Oliver ( 1997 ). is “ the consumer ‘ s fulfilment response, the grade to which the degree of fulfilment is pleasant or unpleasant ” . As such, client satisfaction, in a service country of concern, is declarative of the service quality ( Sidiqui et. Al, 2010 ) .
Surveies done on client satisfaction in the insurance industry have used a assortment of altered Servqual theoretical account. 2 of the most noteworthy 1s are by Sidiquii et. Al ( 2010 ) and Crosby et. Al ( 1987 ) . ( could be found in Appendix 1A and 1B severally ) .
Table- Summary of insurance service quality theoretical accounts
Author ( s )
Parasuraman et. Al ( 1985/88 )
Assurance, Empathy, Reliability, Responsiveness, Tangibility
Service quality ( footing for insurance service theoretical accounts )
Sidiqui et. Al ( 2010 )
Customer service, Personal Contact, Product Information, Direct Company Communication, Company Media Advertising, Customer Service Failure, Satisfaction with Contact Person, Satisfaction with Core Service, Satisfaction with Institution, Overall Satisfaction
Crosby et. Al ( 1987 )
Assurance, Personalized Financial Planning, Technology, Competence, Corporate Image, Tangibles, Satisfaction with Agents, Satisfaction with Functional services, Satisfaction with Company, Overall Satisfaction.
This survey ‘s theoretical account is an altered synchronism of the theoretical accounts seen in Roman et. Al ( 2004 ) and Sidiquii et. Al ( 2010 ) .On one manus, It explores the consumer ‘s perceptual experience of the determiners of the ethical gross revenues behaviour of the insurance sales representative. On the other manus, from a consumers point of position, it besides provides a relationship among ethical gross revenues behaviour ( of the employee ). confidence and overall satisfaction ( of the client )
The chosen control variables are of the most widely used types in sociological/humanities research surveies.
Ethical Gross saless Behavior
Gender ( Male/Female )
Nationality ( Swiss vs. non Swiss )
Geographic ( Suisse Romande occupants )
Occupation ( Student/ Working )
Chart 1- Main research theoretical account
The tabular array below is an illustration of the inquiries asked in the questionnaire split up into the assorted dimensions:
Dimension and latent variables
Do you believe that committees have a strong influence on salesman ethical behaviour?
Does a sales representative ‘s salary influence their ethical behaviour?
Is it necessary for an insurance company to hold a codification of behavior?
Does the codification of behavior, in your sentiment affect employee selling behavior?
Do you believe that the age of an employee can impact their ethical gross revenues behaviour?
Is it general sentiment that instruction is an of import factor in an person ‘s moralss and morality?
Do you experience that instruction degree can hold an consequence on ethical gross revenues behaviour?
Ethical merchandising behaviour
If an insurance sales representative has the right profile harmonizing to your perceptual experiences ( e.g. extremely educated, old, do good net incomes, purely enforced by his company ‘s codification of behavior ). he will be more likely to carry on concern ethically.
If an insurance sales representative has the right profile harmonizing to your perceptual experiences ( e.g. extremely educated, old, do good net incomes, purely enforced by his company ‘s codification of behavior ). he will be more likely to do me experience assured
.If an insurance sales representative has the right profile harmonizing to your perceptual experiences ( e.g. extremely educated, old, do good net incomes, purely enforced by his company ‘s codification of behavior ). he will be more likely to fulfill me as a client
The Reward System ( RE ) is a set of procedures that motivate employees towards carry throughing single and organisational ends ( Chonko et. Al, 1996 ) . An of import point when looking at RE, peculiarly in the insurance industry, is the differentiation between a wage based RE and a committee based RE.
In salary based RE, the gross revenues employee derives most of his gaining from his wage. Vice versa, in a committee based RE, he derives most of his gaining from committees. Harmonizing to John et. Al ( 1989 ). companies should follow a wage based RE when they are long term-oriented, pitching towards the hereafter. In contrast, execution of a committee based RE will let organisations to make short term concern marks.
Education and Age
It is by and large believed that there exists a positive correlativity between ( Education and Age ) and Ethics ( i.e.. the higher the degree of instruction a individual possess, the older he is, the more virtuous he is ) ( Browing and Zabriskie, 1983; Jones and Gatschi, 1988 ) . In this survey, these two variables are included to see if the general belief besides holds in the insurance industry.
This refers to a “ set of processs the organisation has for monitoring, directing, measuring its gross revenues people ” ( Roman et. Al, 2004 ) . Like the discourse of RE, within the discourse of Control System ( CS ) besides exists a long term vs. short term duality. Specifically, the duality is between a behaviour based CS and an result based CS.
Harmonizing to Roman et. Al ( 2004 ). in a behaviour based CS, directors clearly province the coveted behaviours in add-on to the concern marks. This besides means that employees will be closely supervised and as such, the employees face enormous hazards of penalty when sing executing unethical concern behaviors. Therefore, a behaviour based CS discourages unethical actions among employees and is a suited scheme for companies looking for long term development.
In contrast to the behaviour based CS, in an result based CS, employees are free to take whatever methods they want to behaviors concern every bit long as the fiscal ends are met ( Roman et. Al, 2004 ) . Consequently, companies implementing result based CS are interchanging short term fiscal ends for possible ethical maltreatments.
Ethical Gross saless Behavior
This is defined as “ just and honorable actions that enable the sales representative to further long-run relationships with clients based on client satisfaction and trust ” ( Roman et. Al, 2004 ) . Basically, taking an ethical attack to gross revenues would intend carry oning concern while prioritize and take into consideration the benefits of the clients.
Bing one the dimensions of the Servqual theoretical account, Assurance is used in this theoretical account as a span, linking ethical gross revenues behaviour and client satisfaction.
As already mentioned in the debut, due to the extremely intangible and inseparable nature of being a service industry, the insurance industry presents a figure of hazards perceived by the clients. By showing “ confidence ” ( trust, earnestness ). corporations could extenuate these hazards and increase client satisfaction.
Using this theoretical account, a figure of hypotheses can be derived and tested:
H0: Suisse Romande consumers believe that Age of the employee is strongly related to his ethical gross revenues behaviour.
H1: Suisse Romande consumers believe that Education of the employee is strongly related to his ethical gross revenues behaviour.
H2: Suisse Romande consumers believe that RE of the employee is strongly related to his ethical gross revenues behaviour.
H3: Suisse Romande consumer believes that CS of the employee is strongly related to his ethical gross revenues behaviour.
H4: From a Suisse Romandes ‘ point of position, ethical gross revenues behaviour is strongly related to confidence.
H5: From a Suisse Romandes point of position, confidence is strongly related to client satisfaction.
Johnson ( 2011 ) states that as work forces and adult females think rather otherwise, insurance companies should utilize different attacks when seeking to appeal a merchandise to them. As such, this would turn out to be rather interesting to compare perceptual experiences of work forces and adult females on the issue of ethical behaviours of insurance Sellerss:
H6: Female Suisse Romande consumers believe that Age of the employee is strongly related to his ethical gross revenues behaviour.
H7: Female Suisse Romande consumers believe that Education of the employee is strongly related to his ethical gross revenues behaviour
H8: Female. Suisse Romande consumers believe that RE of the employee is strongly related to his ethical gross revenues behaviour.
H9: Suisse Romande consumer believes that CS of the employee is strongly related to his ethical gross revenues behaviour.
H10: From a Female Suisse Romandes ‘ point of position, ethical gross revenues behaviour is strongly related to confidence.
H11: From a Female Suisse Romandes point of position, confidence is strongly related to client satisfaction.
H12: Male Suisse Romande consumers believe that Age of the employee is strongly related to his ethical gross revenues behaviour.
H13: Male Suisse Romande consumers believe that Education of the employee is strongly related to his ethical gross revenues behaviour
H14: Male. Suisse Romande consumers believe that RE of the employee is strongly related to his ethical gross revenues behaviour.
H15: Male Suisse Romande consumer believes that CS of the employee is strongly related to his ethical gross revenues behaviour.
H16: From a Male Suisse Romandes ‘ point of position, ethical gross revenues behaviour is strongly related to confidence.
H17: From a Male Suisse Romandes point of position, confidence is strongly related to client satisfaction.
Study design and Response rate
An online questionnaire was utilized as the primary method of roll uping informations. Electronic mails with the nexus to the questionnaire were sent to 100 receivers, carefully selected, doing certain they are Suisse Romande occupants. After a class of 3 yearss, 36 people filled out the questionnaire, stand foring a response rate of 36 % .
Here is a demographic dislocation of the respondents:
Questionnaire ( Appendix 2 )
There are a sum of 27 inquiries on the questionnaire sent out to the participants. Both qualitative and quantitative informations were collected following the receiving of the consequences. Quantitative information will be used for descriptive and causal analysis while qualitative informations will function as background information, potentially lending justifications for information ‘s behaviour.
Each point on the questionnaire comes in either a inquiry signifier or statement signifier. This simple assortment is introduced into this questionnaire as a manner to keep the focal point of the participants, so that they will be less distracted while make fulling it out. Through proving, it is discovered that it would take on mean 7 proceedingss to make full out the questionnaire.
Not all inquiries from the questionnaire will be used in the information analysis. Besides, the responses are based on a 5 point Likert graduated table, with 1 being “ strongly disagree ” while 5 is “ strongly hold ” ( Likert, 1932 ) .
Data Extraction Process
Correlations and arrested development were run via the several map in Microsof Excel. Dimension were correlated and regressed against each other in order to detect, if there is any causal relationship amongst them. This procedure was performed 3 times: one was the complete whole informations while 2nd and 3rd clip was with male and female informations.
If a dimension is defined by more than 1 latent variable ( therefore, holding more than 1 set informations ). an norm is taken and this new norm will be used to run the arrested developments and correlativities.
The undermentioned subdivision will be broken down into 3 sub- subdivisions, matching to the topics stated in the hypotheses: Suisse Romande ( the whole sample ). Male Suisse Romande ( 50 % of the sample ). Female Suisse Romande ( 50 % of the sample ) . Each sub-section will farther be broken down into 3 parts: structural analysis, correlativity, and preliminary decision. The structural analysis, using arrested development tools, will try and warrant if the endogenous variables are good plenty to find the exogenic variable. Whereas, the correlativity portion will find if there is any tendencies between the sets of informations. The preliminary decision will utilize the consequences as the footing to measure the hypotheses set out in Conceptualization.
1 ) Suisse Romande
Chart 2 – Correlation and Regression chart for Suisse Romande
Co.ef = 0.436
Customer Satisfaction ( R2=0.08 )
Assurance ( R2=0.18 )
Ethical merchandising behaviours ( R2=0.107 )
a ) Structural analysis
With an R2 of 0.107, it can be said that 10.7 % of Ethical Gross saless Behavior could be explained by Age, Education, CS and RE of the employee. For an equation/model to be good ( inputs are good forecasters of end products ). the R2 value needs to be at least 0.5. At a R2 of 0.107, these 4 variables are non good forecasters of Ethical Gross saless Behavior. This is farther backed up by the high p-values ( 0.49, 0.51, 0.11, 0.69 ) . In another word, Suisse Romandes do non believe that the ethical gross revenues behaviour of an insurance employee is determined by his age, his instruction, his CS and his RE.
Additionally, with an R2 of 0.18, it can be said 18 % of Assurance could be explained by Ethical Gross saless Behavior. Although this equation does non hold a high R2 value, the P value is exceptionally good at 0.007. The default assurance interval is 95 % for most theoretical accounts and as such, a p value of less than 0.05 confirms that the endogenous variable does hold an consequence on the exogenic variable. Therefore, for Suisse Romande consumers, Ethical Gross saless Behavior demonstrated by the insurance sales representatives will do them experience more assured.
Last, with an R2 of 0.08 and p value of 0.08, Assurance is non a good forecaster of Customers ‘ Satisfaction for Suisse Romande consumers. Using the theory of Servqual theoretical account, although Assurance might non be good index of Customer Satisfaction in this instance, the staying 4 dimensions might be ( Reliability, Responsiveness, Tangibles, Empathy ) .
B ) Correlation:
With a correlativity coefficient of 0.15, 0.07, 0.267, 0.07, there exists weak positive tendencies between Age, Education, RE, CS and Ethical Selling Behavior.
At a correlativity coefficient of 0.43, there exists a minor positive tendency between Ethical Selling Behavior and Assurance. A minor positive tendency ( 0.288 ) besides exists for Assurance and Customer Satisfaction. Hence, a general observation can be made: The more ethical gross revenues behavior that an insurance employee demonstrates, the more assured and satisfied the clients will be.
degree Celsius ) Preliminary Decision:
Hypothesiss H0, H1, H2, H3, and H5 are rejected and merely H4 stands.
2 ) Male Suisse Romande:
Chart 3 – Correlation and Regression chart for Male Suisse Romande
Co.ef = 0.165
Customer Satisfaction ( R2=0.313 )
Ethical merchandising behaviours ( R2=0.132 )
Assurance ( R2=0.027 )
a ) Structural Analysis:
Similar to the findings for general Suisse Romande consumers, Male Suisse Romande consumers do non see Age, Education, CS, RE to be the determiners of Ethical Gross saless Behavior of the insurance sales representatives. This observation is backed up by an R2 of 0.132 and high p-values ( 0.803, 0.23, 0.42, 0.63 ) .
Interestingly, while Ethical Selling Behaviors is a good forecaster of Assurance for the whole sample, it is non for the instance of Male Suisse Romande consumers ( R2 = 0.07, P = 0.51 ) . However, with an R2 of 0.31 and a p value of 0.015, Male Suisse Romande consumers link Assurance with Customer Satisfaction.
B ) Correlation:
There exists a weak positive tendencies between RE, CS, Age and Education of the employee to Ethical Selling Behaviors ( correlativity coefficient of 0.04, 0.22, 0.007, 0.11 ) . A weak positive tendency is besides observed between ethical merchandising Behaviors and Assurance. However a strong positive tendency ( correlation coefficient of 0.55 ) is observed between Assurance and Customer Satisfaction.
degree Celsius ) Preliminary Decision:
H12, H13, H14, H15, H16 are rejected. H17 stands.
3 ) Female Suisse Romande:
Chart 4 – Correlation and Regression chart for Female Suisse Romande
Co.ef = 0.193
Customer Satisfaction ( R2=0.26 )
Ethical merchandising behaviours ( R2=0.401 )
Assurance ( R2=0.037 )
a ) Structural Analysis:
For the instance of Suisse Romande consumers, 40 % of the insurance employees Ethical Selling Behaviors can be attributed to his Age, Education, CS and RE ( R2 = 0.4 ) . Among these properties, Education of the employee is a good forecaster of Ethical Gross saless Behavior ( p-value = 0.039 ) while Age, CS and RE are non ( p-values are 0.22, 0.09, 0.49, severally ) .
Similar to Male Suisse Romande consumers, Female Suisse Romande consumers do non see Ethical Selling Behaviors to be a strong index of Assurance ( R2=0.03, p-value= 0.44 ) . However, they do believe that Customer Satisfaction can be determined by Assurance ( R2=0.26, p-value= 0.03 ) .
B ) Correlation:
Similar to the consequences found for Suisse Romande and Male Suisse Romande consumers, RE, CS, Age and Education are positively correlated to Ethical Selling Behavior ( correlativity coefficient of 0.099, 0.335, 0.108, 0.42 ) . Ethical Selling Behavior and Assurance besides have weak positive correlativity relationship ( correlativity coefficient = 0.19 ) . And eventually, Assurance has a strong positive correlativity with Customer Satisfaction ( correlativity coefficient = 0.52 ) .
degree Celsius ) Preliminary Decision:
H6, H7, H8, H9, H10 are rejected. H11 stands.
Summary of findings
Based on the consequences obtaining from the primary research ( the questionnaire ). most of the hypotheses set out in the Conceptualization subdivision do non stand. After executing correlativity and arrested development analysis, it can be said that the variables in the theoretical account do non hold a strong relationship with each other. Furthermore, consequences are inconsistent among the 3 control groups for some variables ( Suisse Romande, Male Suisse Romande, Female Suisse Romande ) . For case, Education was found to be good forecaster of Ethical Selling Behavior for Female Suisse Romandes, yet, it is non the same for Suisse Romandes and Male Suisse Romandes. Another illustration would be: even though Assurance is good forecaster of Customer Satisfaction for Male and Female Suisse Romandes, it is non for the general Suisse Romandes.
A justification for the inconsistent consequences across the controlled groups could be grounded in the simple impression of “ different people think otherwise ” . Indeed, each individual ‘s general perceptual experience is affected by a assortment of factors such as upbringing, past relationships, etc. and as such, depending on these factors, each individual will keep different sets of beliefs and values. For this survey, both quantitative informations and qualitative informations were collected. While some people would readily click on a 5, bespeaking that they strongly agree to the thought that Age has an impact on Ethical Selling Behaviors, some others would click merely a 2 ( “ Disagree ” ) and compose a short reply such as “ Age is non an index of ethicsaˆ¦ Old people could be immoral and so could immature people be every bit good. ”
In relation to the secondary research ( anterior surveies ). no surveies have been conducted on the subject of client ‘s perceptual experience of the moralss of insurance employees. Most surveies done on moralss in Insurance Industry normally take an organisational point of position and analyse the related subjects in an internal mode. Hence, no direct comparing can be made between the findings from this survey and from secondary beginnings. Furthermore, the difference between what clients think and what insurance professionals think are rather important. Specifically, Roman et. Al ( 2004 ) found insurance professionals believe Age, CS and RE could foretell Ethical Selling Behaviors; yet, this survey, coming from a client ‘s point of position, confirms the antonym and back up the impression that these variables are non sufficient to foretell Ethical Selling Behaviors.
Small sample size: Realistically, a sample size of 36 people is far from being representative of the population of the Suisse Romande part in Switzerland. This little sample size will impact the generalizability of the consequence.
Lack of anterior research surveies on the subject: As mentioned before, no surveies have been done on measuring/determining the client ‘s perceptual experience of moralss in insurance industry. This deficiency of anterior research leads to a deficiency of methodological and theoretical support and forces the research squad to come up with new, unseasoned methods of structuring the questionnaire.
Lack of inducements for respondents: Any signifier of wagess could hold increased the response rate.
Limited entree ( to the respondents ): The chief subject of this survey is related to perceptual experiences. Percepts, ideas and such are qualitative concepts and application of the Likert Scale could give a quantitative step of this qualitative variable. However, the Likert Scale is purely a measuring tool and as such it could non uncover why the variable has such a value. Even though respondents were given the chance to lucubrate their replies in a text box, really few chose to make so.
Ideally, as the sample size is rather little ( n=36 ). the respondents could hold been called into a room and make full the questionnaire on the topographic point. Afterwards, a treatment group could be organized to obtain more qualitative informations – to cognize more about the respondents ‘ perceptual experiences.
Hiring and Marketing Practice:
With the consequences from the analysis, although minimum, in the eyes of the consumers, age and instruction do hold an impact on the ethical gross revenues behaviour of the insurance employees. Using instruction as an illustration, cognizing that the Suisse Romande clients value instruction, a company, if reputable plenty could put the hiring saloon high and merely take in alumnuss of well-known universities. And when carry oning concern, if the employee happens to graduate from a celebrated school, he should either explicitly ( present himself verbally ) or implicitly ( manus the clients his name card with his university name printed on top of it ) to the client to do an feeling.
Raising Awards and Better Control:
Besides from the surveies, it is observed that, to a certain grade, Swiss Romande clients do believe a better wages system and tighter control system will do employees execute more ethically. So if words got out in the populace that a company A has a good CS and is paying its employees high wage, clients might experience more reassured while covering with company A ‘s employees and when they are more reassured, they will besides be more satisfied.