Performance Excellence through Spirituality, Emotional Labour and Customer Orientation in Insurance Industry

2019 ◽  
Vol 1 (1) ◽  
pp. 1
Author(s):  
Mastoure Mehri ◽  
Majid Mohammad Shafiee ◽  
Reihaneh Alsadat Tabaeeian
Keyword(s):  
Customer Orientation ◽  
Insurance Industry ◽  
Performance Excellence ◽  
Emotional Labour

Developing life insurer-insurance intermediary relationships

2014 ◽  
Vol 24 (5) ◽  
pp. 455-468 ◽  
Author(s):  
Tsu-Wei Yu ◽  
Mei-Su Chen
Keyword(s):  
Customer Orientation ◽  
Insurance Industry ◽  
Marketing Channel ◽  
Influential Factors ◽  
Content Type ◽  
Life Insurers ◽  
Relationship Orientation ◽  
Cooperative Relationship ◽  
Positive Effect

Purpose – The purpose of this paper is to investigate the influential factors of the antecedents of relationship quality (RQ), RQ, and long-term relationship orientation between the members that constitute the insurance marketing channel. Design/methodology/approach – This study uses in-depth interviews as well as a survey to examine long-term relationship orientation between life insurers and insurance intermediaries in Taiwan. Findings – Results indicate that antecedents of RQ (customer orientation, expertise, similarity, and contact intensity) have a positive effect on RQ. Relationship qualities (trust, satisfaction, and commitment) have a positive effect on the long-term relationship orientation. The antecedents of RQ have a positive effect on the interaction of long-term relationship orientation through mediating effects of RQ. Originality/value – It fills a gap in the literature by explores the long-term cooperative relationship between life insurers and insurance intermediaries based on the RQ perspective. Further, previous studies have focused on the automobile, food, electronic information, textile, and financial industries. Few studies have looked at insurance marketing outsourcing from a RQ perspective. Thus, this study will be useful to decision makers in the insurance industry seeking to improve their supplier-distributor relationships.

scholarly journals The Customer-Oriented Service of Spanish Brokers in the Insurance Industry: The Advice Service of the Distribution Channel Bancassurance

2020 ◽  
Author(s):  
Miguel Ángel Latorre Guillem
Keyword(s):  
Customer Service ◽  
Social Service ◽  
Customer Orientation ◽  
Insurance Industry ◽  
Distribution Channel ◽  
New Production ◽  
Advisory Service ◽  
Insurance Broker ◽  
Customer Values ◽  
Advice Service

This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law of 26/2006 of July 17 on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by providing a personalised customer service, and banks’ advisory services on insurance. To this end, we study the evolution of the total volume of business and new production, compared for a portfolio of insurance products. The results presented in this research suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardised insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail an ethical and social behaviour that involves customer-orientation and, possibly, social service, which does not always benefit the insurer.

scholarly journals Impact of Empowerment & Emotional Labor on Teacher’s Work Engagement: A Moderating Role of Job Experience

2018 ◽  
Vol 4 (2) ◽  
pp. 237-245
Author(s):  
Ammara Saleem ◽  
Javed Iqbal ◽  
Moeed Ahmad Sandhu ◽  
Shaheera Amin
Keyword(s):  
Work Engagement ◽  
Emotional Labor ◽  
Research Direction ◽  
Teaching Profession ◽  
Future Research ◽  
Performance Excellence ◽  
University Teachers ◽  
Job Experience ◽  
Emotional Labour

Teaching profession is one with highest demand regarding empowerment and emotional labour. Emotional labor is the management of emotions for performance excellence (Hochschild ,1983). This study has examined the relationship among the emotional labour, teacher’s overall empowerment and their work engagement. The study also aimed to determine either the job experience moderates the empowerment and work engagement relation.  A sample of 223 university teachers of 14 different universities was selected. 145 respondent’s data was found complete to be used for analysis. Valid scales like Utrecht Work Engagement was used to measure overall work engagement, Cuckar & Mann’s Emotional Requirement Inventory scale was used for measuring emotional labor and Short & Rinehart scale was used to measure the teacher empowerment. SPSS statistical software was used for data analysis. Different SPSS tools were used to measure the strength and significance of studied relationships. Moreover, a model was built to measure the overall work engagement of university teachers. A significant relation was found b/w empowerment, work engagement and emotional labor whereas the role of job experience was found to be insignificant. This study further suggested future research direction.

How customer orientation enhances salespeople’s performance? A case study from an international market

2018 ◽  
Vol 25 (7) ◽  
pp. 2460-2477
Author(s):  
Amjad Abu ELSamen ◽  
Mamoun N. Akroush
Keyword(s):  
Job Satisfaction ◽  
Customer Orientation ◽  
Insurance Industry ◽  
Personal Characteristics ◽  
Insurance Companies ◽  
Sales Managers ◽  
Content Type ◽  
Adaptive Selling ◽  
Mediating Role

Purpose The purpose of this paper is to examine the mediating role of salespeople’s customer orientation on the relationship between sales manager personal characteristics, fellow salespeople’s characteristics, job satisfaction and adaptive selling and salespeople’s performance in the insurance industry in Jordan. Design/methodology/approach A structured and self-administered survey was employed targeting 500 insurance salespeople working at insurance companies operating in Jordan. The final sample size was 320 salespeople representing a response rate of 64 percent. A Confirmatory factor analysis was used to assess the research constructs dimensions, unidimensionality, validity and composite reliability. Structural path analysis was also used to test the hypothesized relationships of the research model. Findings The empirical findings indicate that salespeople’s customer orientation fully mediates the effect of fellow salespeople’s characteristics and adaptive selling on salespeople’s performance. Sales managers’ personal characteristics have a direct effect on salespeople’s performance, contrary to job satisfaction that had no effect on salespeople’s performance. Research limitations/implications This paper has examined only five factors that affected directly and indirectly salespeople’s performance; meanwhile other factors may affect their performance, such as salespeople experience, internal marketing and corporate image. Additionally, the fact that paper’s sample consisted only of insurance salespeople working at insurance companies limits its generalization potential to other industries. Practical implications The findings emphasize the importance of fostering good relationships among fellow salespeople’s characteristics and adaptive selling strategies. Further, sales managers’ personal characteristics directly affecting salespeople’s performance signifies the importance to hire managers with the right personal approach. Originality/value This paper represents one of the early attempts that investigate factors affecting salespeople’s performance through the mediating role of customer orientation. Accordingly, the findings shed more light into the strategic role of this construct in enhancing salespeople’s performance. Also, the paper is the first of its kind to build and examine an integrated model of salespeople’s performance in the insurance market of Jordan, which provides valuable empirical evidence concerning the drivers of salespeople’s performance in the insurance industry in Jordan.

Impact of customer orientation on turnover intention: mediating role of emotional labour

2017 ◽  
Vol 25 (5) ◽  
pp. 909-927 ◽  
Author(s):  
Xue Wu ◽  
An-Jin Shie ◽  
David Gordon
Keyword(s):  
Turnover Intention ◽  
Hospitality Industry ◽  
Customer Orientation ◽  
Job Demands ◽  
Three Dimensions ◽  
Frontline Employees ◽  
Surface Acting ◽  
Content Type ◽  
Emotional Labour ◽  
The Relationship

Purpose The purpose of this paper is to examine whether the frontline employees’ emotional labour can illustrate the relationship between customer orientation (CO) and turnover intention in the hospitality industry. The study applies the job demands and resources (JD-R) theory to explain the relationship between variables in the proposed model. Design/methodology/approach The paper surveys a sample of 378 frontline employees in the hospitality industry. Findings The findings of this study show that the CO is strongly and positively associated with turnover intention. The three dimensions of emotional labour are all partially mediated with the relationship between CO and turnover intention. Research limitations/implications The limitations of this study include the sample came from seven five-star hotels in Beijing, China. This study used perceptual self-reported measures, which may generate exaggerated relationships among variables. These issues are addressed in the analysis. Practical implications First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should train employees in the proper control of emotional labour. Social implications Hospitality should make efforts to supply job resources, such as providing delicious food; more promotion opportunities; better training and recreation programs; more clarified job definitions; and position autonomy. Moreover, good interpersonal relationships, regular recreational activities and sharing working experiences with colleagues may be applied to cope with job demands. Originality/value This study is to explain the roles of the three dimensions of emotional labour (surface acting, genuine emotion and deep acting) in the relationship between CO and turnover intention. More specifically, this study demonstrates why hospitality employees with high (or low) CO have low (or high) levels of turnover intention applying the concept of emotional labour based on JD-R theory.

scholarly journals The Customer Orientation Service of Spanish Brokers in the Insurance Industry: The Advisory Service of the Insurance Distribution Channel Bancassurance

2020 ◽  
Vol 12 (7) ◽  
pp. 2970
Author(s):  
Miguel Angel Latorre Guillem
Keyword(s):  
Customer Service ◽  
Social Service ◽  
Environmental Performance ◽  
Customer Orientation ◽  
Insurance Industry ◽  
Distribution Channel ◽  
Advisory Service ◽  
Insurance Broker ◽  
Brokerage Firms ◽  
Customer Values

This research focuses on the customer orientation of insurance brokers, whose activity is regulated by the Law on the mediation of private insurances and reinsurances. The goal is to ascertain whether the intermediation inherent in the insurance broker’s activity, which implies a customer-oriented service, entails a positive behaviour that transcends the immediate environment, reaching society. This study presents a comparative analysis between the insurance brokerage society, characterised by a personalised customer service, and banks’ advisory services on insurance. To this end, the study uses a sample of insurance brokerage firms in Spain. The results presented in this study suggest that the customer values the advisory service provided by the broker. However, for a particular business segment in standardized insurance products and products related to banking assets, customers are more likely to resort to the bank’s services. In addition, the results indicate that the commission percentages applied by the entities operating in the banking insurance channel exceed those perceived by the insurance broker. With all this, intermediation in the development of the insurer’s activity can entail social behaviour that involves customer-orientation and, possibly, social service and environmental performance.

Big data augments emotional labour and organisational outcomes

2020 ◽  
Vol 20 (1) ◽  
pp. 63-72
Author(s):  
Jing Chen
Keyword(s):  
Big Data ◽  
Customer Service ◽  
Emotional Regulation ◽  
Data Analytics ◽  
Customer Orientation ◽  
Big Data Analytics ◽  
Essential Elements ◽  
Surface Acting ◽  
Emotional Labour ◽  
Data Verification

Marketing managers and practitioners believe that effective emotional labour strategy and big data techniques are essential elements for firms to optimise customer service encounters. However, no common understanding of emotional labour in a big data context exists, and knowledge about how big data techniques affect emotional labour's service delivery is limited. In this study, I use emotional regulation and role/script theories to propose ways in which surface acting decreases and deep acting increases customers' perceived customer orientation (PCO), resulting in enhanced word of mouth (WOM). Because big data analytics tools provide information to shield employees from emotional dissonance and depletion, this study further proposes that big data analytics will augment the aforementioned benefits. However, the influence of big data analytics may depend on a firm's data verification ability. Lastly this study suggests that firms strengthen their data verification capability to achieve the big data bonus.

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