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http://dx.doi.org/10.15722/jds.19.5.202105.35

Increasing Salesperson Performance through Relational Penetration Capability: The Implementation of Insurance Service Company Distribution  

AQMALA, Diana (Management Program, Faculty of Economics and Business, Dian Nuswantoro University)
ARDYAN, Elia (University of Ciputra Surabaya)
PUTRA, Febrianur Ibnu Fitroh Sukono (Management Program, Faculty of Economics and Business, Dian Nuswantoro University)
Publication Information
Journal of Distribution Science / v.19, no.5, 2021 , pp. 35-48 More about this Journal
Abstract
Purpose: This research aims to analyze the influence of relational penetration capability on salesperson performance and the influence of customer orientation, customer knowledge accessibility, and salesperson-customer relationship quality on the relational penetration capability of the insurance service industry in Central Java. Research design, data, and methodology: This explanatory research involved 211 respondents. Path analysis was used to analyze the primary data obtained. Results: The customer orientation positively influences relational penetration capability and customer knowledge accessibility which can improve salesperson performance. The salesperson-customer relationship quality shows a positive impact on the salesperson's relational penetration capability, salesperson performance, and relational penetration capability which will lead to an improved salesperson-customer relationship. Higher knowledge levels of customer necessity have important implications for a salesperson's capability of finding potential customers and of fulfilling customers' requirements through careful analysis of necessity. Conclusions: The salespeople should be capable of building and maintaining a good relationship with their customers as an indication that salespeople of Insurance Service Company Distribution in Central Java have good performance.
Keywords
Distribution; Insurance; Salesperson; Customer; Relationship Quality;
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