Human Value Development of Salesteam: An Effort to Strengthen Shari’a Insurance Institution

Ken Sudarti; Olivia Fachrunnisa

doi:10.26555/ijish.v5i1.5757

Authors

Ken Sudarti Universitas Islam Sultan Agung, Indonesia
Olivia Fachrunnisa Universitas Islam Sultan Agung, Indonesia

DOI:

https://doi.org/10.26555/ijish.v5i1.5757

Keywords:

Customer engagement value, values of asking others, values of helping others, jama’ah oriented leadership

Abstract

This study aims to build a sales team value improvement model through customer engagement value and jama’ah-oriented leadership in Sharia Insurance. A total of 187 respondents were involved in this study. Data were collected through a questionnaire and analyzed by using SmartPLS. The results showed that jama’ah-oriented leadership strengthened the influence of customer engagement value on human value development, both values of asking and helping others. This study's results have implications for applying social capital theory as the root of relational capital. The results of this study are expected to strengthen human resources quality in sharia insurance as part of the Islamic Financial Institution. The sales team is important in delivering the product or service’s value to customers. A salesperson with an orientation to building customer engagement and peer engagement will consider customers and colleagues as brothers in Islam. With this value, the salesperson will strive to advance themselves, give well to consumers and give the spirit to do the best for their colleagues so that further, the organization will have the best impact on the community.

References

Ahmad, K. (2013). An empirical assessment of Islamic leadership principles. International Journal of Commerce and Management, 21291–318. https://doi.org/10.1108/10569211111165325

Akhter, W., & Hussain, T. (2017). Takaful standards and customer perceptions affecting takaful practices in Pakistan: a survey. International Journal of Islamic and Middle Eastern Finance and Management, 5, 229–240.

Alshammari, A. A., Alhabshi, S. M. b. S. J., & Saiti, B. (2019). The impact of competition on cost efficiency of insurance and takaful sectors: Evidence from GCC markets based on the Stochastic Frontier Analysis. Research in International Business and Finance, 47, 410–427.

Arndt, A. D., & Karande, K. (2012). Is it better for salespeople to have the highest customer orientation or a strong fit with their group’s customer orientation? Findings from automobile dealerships. Journal of Retailing and Consumer Services, 19(3), 353–359. https://doi.org/10.1016/j.jretconser.2012.03.009

Ashforth, B. E., & Dukerich, J. M. (2001). Role transitions in organizational life: An identity-based perspective, by Blake E. Ashforth. Mahwah, NJ: Lawrence Erlbaum Associates, 2001. Academy of Management Review, 26(4), 670–672. https://doi.org/10.5465/AMR.2001.5393915

Aydinli, A., Bender, M., Chasiotis, A., Cemalcilar, Z., & van de Vijver, F. J. R. (2014). When does self-reported prosocial motivation predict helping? The moderating role of implicit prosocial motivation. Motivation and Emotion, 38(5), 645–658. https://doi.org/10.1007/s11031-014-9411-8

Babcock-roberson, M. E. (2010). Leadership , Work Engagement , and Organizational Citizenship Behaviors. 144(3), 313–326.

Chatman, J. A., & Flynn, F. J. (2001). The Influence of demographic heterogenity on the emerge and consequenses of cooperative norms in work teams. Academy Management Journal, 44(5), 956–974.

Decuypere, A., & Schaufeli, W. (2019). Leadership and work engagement : Exploring explanatory mechanisms. German Journal of Human Resource Management, 1–7. https://doi.org/10.1177/2397002219892197

Djafri, F., Bin Noordin, K., & Naail Mohammed, K. (2018). The measurement model of performance determinants: A case study of Islamic insurance (takaful) in Malaysia. International Journal of Ethics and Systems, 34(2), 166–185. https://doi.org/10.1108/IJOES-05-2017-0075

Effendy, J. (2018). Islamic Insurance: A Potential Niche Market of Indonesia. Al-Iqtishad: Jurnal Ilmu Ekonomi Syariah, 10(January), 207–230.

Elias, A. A., & Davis, D. (2018). Analysing public sector continuous improvement: a systems approach. International Journal of Public Sector Management, 31(1), 2–13. https://doi.org/10.1108/IJPSM-08-2016-0135

Fachrunnisa, O., Adhiatma, A., & Tjahjono, H. K. (2018). Cognitive Collective Engagement: Relating Knowledge-Based Practices and Innovation Performance. Journal of the Knowledge Economy. https://doi.org/10.1007/s13132-018-0572-7

Fachrunnisa, O., Adhiatma, A., & Tjahjono, H. K. (2020). Collective Engagement and Spiritual Wellbeing in Knowledge Based Community: A Conceptual Model. In L. Barolli, F. Hussain, & M. Ikeda (Eds.), Complex, Intelligent, and Software Intensive Systems. CISIS 2019 (CISIS 2019, Vol. 993, pp. 837–846). Springer International Publishing. https://doi.org/10.1007/978-3-030-22354-0

Ferreira, T. S. (2017). Motivational factors in sales team management and their influence on individual performance. Tourism & Management Studies, 13(1), 60–65. https://doi.org/10.18089/tms.2017.13108

Floh, A., Zauner, A., Koller, M., & Rusch, T. (2014). Customer segmentation using unobserved heterogeneity in the perceived-value-loyalty-intentions link. Journal of Business Research, 67(5), 974–982. https://doi.org/10.1016/j.jbusres.2013.08.003

Grönroos, C. (1994). From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing. Management Decision, 32(2), 4–20.

Guchait, P., Namasivayam, K., & Lei, P.-W. (2011). Knowledge management in service encounters: impact on customers’ satisfaction evaluations. Journal of Knowledge Management, 15(3), 513–527. https://doi.org/10.1108/13673271111137466

Guillén, M., Ferrero, I., & Hoffman, W. M. (2015). The Neglected Ethical and Spiritual Motivations in the Workplace. Journal of Business Ethics, 128(4), 803–816. https://doi.org/10.1007/s10551-013-1985-7

Hair, J. F. J., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In Second edition. https://doi.org/10.1016/j.lrp.2013.01.002

Hati, S. R. H., Wibowo, S. S., & Safira, A. (2020). The antecedents of Muslim customers’ intention to invest in an Islamic bank’s term deposits: evidence from a Muslim majority country. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-01-2020-0007

Henseler, J., Ringle, C. ., & Sarstedt, M. (2016). Testing measurement invariance of composites using partial least squares. International Marketing Review, 33, 405–431.

Henttonen, K., Kianto, A., & Ritala, P. (2016). Knowledge sharing and individual work performance: an empirical study of a public sector organisation. Journal of Knowledge Management, 20(4), 749–768. https://doi.org/10.1108/JKM-10-2015-0414

Hislop, D. (2013). Knowledge Management in Organizations: A Critical Introduction. Oxford University Press.

Hogg, M. A., & Terry, D. J. (2000). Social identity and self-categorization processes in organizational contexts. Academy of Management Review, 25(1), 121–140. https://doi.org/10.5465/AMR.2000.2791606

Indonesian Ministry of National Development Planning. (2019). The Indonesia Islamic Economic Masterplan 2019-2024. In The Indonesia Masterplan of Sharia Economy 2019-2024.

Kara, A., Andaleeb, S. S., Turan, M., & Cabuk, S. (2013). An examination of the effects of adaptive selling behavior and customer orientation on performance of pharmaceutical salespeople in an emerging market. Journal of Medical Marketing, 13(2), 102–114.

Kasim, N., Htay, S. N. N., & Salman, S. A. (2016). The Religious Perspective of Takaful as Ethical Insurance. Mediterranean Journal of Social Sciences MCSER Publishing, 7(4), 2039–9340. https://doi.org/10.5901/mjss.2016.v7n4p

Khan, A., Hassan, M. K., Paltrinieri, A., Dreassi, A., & Bahoo, S. (2020). A bibliometric review of takaful literature. International Review of Economics and Finance, 69, 389–405. https://doi.org/10.1016/j.iref.2020.05.013

Kohli, A., & Jaworski, B. (1990). Market Orientation: The Construct, Research Propositions, and Managerial Implications., 54(April), 1–18.

Kramer, R. M. (2006). Social identity and social capital: The collective self at work. International Public Management Journal, 9(1), 25–45. https://doi.org/10.1080/10967490600625316

Kwon, S. W., & Adler, P. S. (2014). Social capital: Maturation of a field of research. Academy of Management Review, 39(4), 412–422. https://doi.org/10.5465/amr.2014.0210

Llopis, O., & Foss, N. J. (2016). Understanding the climate-knowledge sharing relation: The moderating roles of intrinsic motivation and job autonomy. European Management Journal, 34(2), 135–144. https://doi.org/10.1016/j.emj.2015.11.009

Malik, A. (2019). Strategic Human Resource Management and Employment Relations: An International Perspective. In A. Malik (Ed.), Work Design and HR Planning: A Strategic Perspective (pp. 1–225). Springer Nature Singapore Pte Ltd.

Mustafa, G., Glave-Geo, R., & Rice, P. M. (2017). Teamwork orientation and personal learning : The role of individual cultural values and value congruence. SA Journal of Industrial Psychology, 43(0), 1–14.

Nelson, M. W., Proell, C. A., & Randel, A. E. (2016). Team-Oriented Leadership and Auditors’ Willingness to Raise Audit Issues. The Accounting Review, 91(6), 1781–1805.

Nohe, C., & Michaelis, B. (2016). Team OCB , leader charisma , and organizational change : A multilevel study ☆. The Leadership Quarterly, 27(6), 883–895. https://doi.org/10.1016/j.leaqua.2016.05.006

OJK (Otoritas Jasa Keuangan). (2019). Laporan Perkembangan Keuangan Syariah Indonesia: Sinergi dalam membagun ekosistem ekonomi dan keuangan syariah. In Laporan Perkembangan Keuangan Syariah Indonesia 2019. https://doi.org/10.1017/CBO9781107415324.004

Olowookere, E., Oguntuashe, K., & Adekeye, O. (2016). Relationship between Religiosity and Citizenship Behaviours in Organizations: Empirical Evidence from Selected Organisations in Lagos State. Mediterranean Journal of Social Sciences, 7(4), 475–484. https://doi.org/10.5901/mjss.2016.v7n4p

Oly Ndubisi, N. (2014). Entrepreneurship and Service Innovation. Journal of Business and Industrial Marketing, 29(6), 449–453. https://doi.org/10.1108/JBIM-07-2013-0148

Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1992). Perceived Service Quality as a Customer-Based Performance Measure : An Empirical Examination of Organizational Barriers Using an Extended Service Quality Model. Human Resource Management, 30(3), 335–364.

Pearce, C. L., & Herbik, P. A. (2004). Citizenship Behavior at the Team Level of Analysis: The Effects of Team Leadership, Team Commitment, Perceived Team Support, and Team Size. The Journal of Social Psychology, 144(3), 293–310. https://doi.org/10.3200/SOCP.144.3.293-310

Prior, D. D. (2016). Industrial Marketing Management Boundary spanning and customer service styles in business solutions implementation. Industrial Marketing Management, 56, 120–129. https://doi.org/10.1016/j.indmarman.2015.11.001

Quinn, C., Clare, L., & Woods, R. T. (2010). The impact of motivations and meanings on the wellbeing of caregivers of people with dementia: A systematic review. International Psychogeriatrics, 22(1), 43–55. https://doi.org/10.1017/S1041610209990810

Radzi, N. A. A., Harun, A., Ramayah, T., Kassim, A. W. M., & Lily, J. (2018). Benefits of Facebook fan/brand page marketing and its influence on relationship commitment among Generation Y: Empirical evidence from Malaysia. Telematics and Informatics, 35(7), 1980–1993. https://doi.org/10.1016/j.tele.2018.07.002

Ringle, C. M., Wende, S., & Becker, J. M. (2015). SmartPLS 3.

Rossberger, R. J., & Krause, D. E. (2015). Participative and Team- Oriented Leadership Styles , Countries ’ Education Level , and National Innovation : The Mediating Role of Economic Factors and National Cultural Practices. Cross-Cultural Research, 49(1), 20–56. https://doi.org/10.1177/1069397114534825

Sherif, M., & Shaairi, N. A. (2013). Determinants of demand on family Takaful in Malaysia. Journal of Islamic Accounting and Business Research, 4, 26–50.

Siala, H. (2013). Religious influences on consumers’ high-involvement purchasing decisions. Journal of Service Marketing, 27, 579–589.

Singh, R., & Koshy, A. (2012). Marketing Intelligence & Planning Article information : Marketing Intelligence & Planning, 30(1), 69–82.

Singh, R., & Venugopal, P. (2015). The impact of salesperson customer orientation on sales performance via mediating mechanism. Journal of Business and Industrial Marketing, 30(5), 594–607. https://doi.org/10.1108/JBIM-08-2012-0141

Sudarti, K., & Fachrunnisa, O. (2021). Islamic Intrinsic Motivation and Knowledge Conversion Process for Sales Team Performance: A Theoretical Framework. In L. Barolli, A. Poniszewska-Maranda, & T. Enokido (Eds.), Complex, Intelligent and Software Intensive Systems. CISIS 2020. Advances in Interlligent Systems and Computing. Springer, Cham.

Sudarti, K., Ratnawati, A., Mulyana, & Mubarok, M. H. (2018). Ta’awun: An Islamic Practice to Reduce Voluntary Turnover Intention. 6th Asean Universities International Conference on Islamic Finance (6th AICIF). https://doi.org/10.1109/ICSMB.2010.5735369

Sun, L., & Bunchapattanasakda, C. (2019). Employee Engagement: A Literature Review. International Journal of Human Resource Studies, 9(1), 63. https://doi.org/10.5296/ijhrs.v9i1.14167

Tajfel. (1972). An Integrative Theory of Intergroup Conflict. University of Bristol.

Tenenhaus, M., Vinzi, V. ., Chatelin, Y.-M., & Lauro, C. (2005). PLS path modeling. Computational Statistics & Data Analysis, 48(1), 159–205.

Thomas-Francois, K., von Massow, M., & Joppe, M. (2017). Service-oriented, sustainable, local food value chain – A case study. Annals of Tourism Research, 65, 83–96. https://doi.org/10.1016/j.annals.2017.05.008

Thuy and Hau. (2010). Service personal values and customer loyalty. International Journal of Bank Marketing, 28 No.6, 465–478. https://doi.org/10.1108/02652321011077706

Töytäri, P., & Rajala, R. (2015). Value-based selling: An organizational capability perspective. Industrial Marketing Management, 45(1), 101–112. https://doi.org/10.1016/j.indmarman.2015.02.009

Wamitu, S. N. (2015). Tacit Knowledge Sharing in Public Sector Departments in Kenya. Open Journal of Business and Management, 3(January), 109–118.

Wang, C. J., Tsai, H. T., & Tsai, M. T. (2014). Linking transformational leadership and employee creativity in the hospitality industry: The influences of creative role identity, creative self-efficacy, and job complexity. Tourism Management, 40, 79–89. https://doi.org/10.1016/j.tourman.2013.05.008

Wang, X. H., Kim, T. Y., & Lee, D. R. (2016). Cognitive diversity and team creativity: Effects of team intrinsic motivation and transformational leadership. Journal of Business Research, 69(9), 3231–3239. https://doi.org/10.1016/j.jbusres.2016.02.026

Wong, A., Liu, Y., & Tjosvold, D. (2015). Industrial Marketing Management Service leadership for adaptive selling and effective customer service teams ☆. Industrial Marketing Management, 46, 122–131. https://doi.org/10.1016/j.indmarman.2015.01.012

Yen, Y. F., Tseng, J. F., & Wang, H. K. (2015). The effect of internal social capital on knowledge sharing. Knowledge Management Research and Practice, 13(2), 214–224. https://doi.org/10.1057/kmrp.2013.43

Yu, Y., Hao, J. X., Dong, X. Y., & Khalifa, M. (2013). A multilevel model for effects of social capital and knowledge sharing in knowledge-intensive work teams. International Journal of Information Management, 33(5), 780–790. https://doi.org/10.1016/j.ijinfomgt.2013.05.005

Zakaria, N., & Abdul-Talib, A. N. (2010). Applying Islamic market-oriented cultural model to sensitize strategies towards global customers, competitors, and environment. Journal of Islamic Marketing, 1(1), 51–62. https://doi.org/10.1108/17590831011026222

Zebal, M. A., & Saber, H. M. (2014). Market orientation in Islamic banks - a qualitative approach. Marketing Intelligence and Planning, 32(4), 495–527. https://doi.org/10.1108/MIP-08-2013-0138

Human Value Development of Salesteam: An Effort to Strengthen Shari’a Insurance Institution

Authors

DOI:

Keywords:

Abstract

References

Downloads

Published

How to Cite

Issue

Section

License