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The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour

The issue of salespeople's customer-orientation behaviour has attracted the interest of both academic and business people. One major factor which has been increasingly discussed as a determining factor of salespeople's customerorientation behaviour is role perception, which consists of rol...

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Bibliographic Details
Main Authors: Mohd Noor, Nor Azila, Muhamad, Azli
Other Authors: Yahya, Khulida Kirana
Format: Book Section
Language:English
Published: Penerbit Universiti Utara Malaysia 2008
Subjects:
HD Industries. Land use. Labor
Online Access:http://repo.uum.edu.my/4393/1/Nor_Azi.pdf
http://repo.uum.edu.my/4393/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000303950
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spelling my.uum.repo.43932012-02-14T02:32:43Z http://repo.uum.edu.my/4393/ The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour Mohd Noor, Nor Azila Muhamad, Azli HD Industries. Land use. Labor The issue of salespeople's customer-orientation behaviour has attracted the interest of both academic and business people. One major factor which has been increasingly discussed as a determining factor of salespeople's customerorientation behaviour is role perception, which consists of role ambiguity and role conflict. In this study, the influence of these two factors on salespeople S customer-orientation behaviour was examined. Data gathered from 445 life insurance agents were used to test the hypothesised relationships. The results supported the hypotheses that both rule ambiguity and role conflict negatively affect salespeople to adopt customer-orientation behaviuur in their selling activities. The theoretical implications and managerial implications, particularly the important role of insurance managers in dealing with insurance agent's customer-orientation behaviour, of these findings are discussed. Penerbit Universiti Utara Malaysia Yahya, Khulida Kirana Mohd Shamsudin, Faridahwati Hassan, Zuraida Mohd Zin, Md. Lazim 2008 Book Section PeerReviewed application/pdf en http://repo.uum.edu.my/4393/1/Nor_Azi.pdf Mohd Noor, Nor Azila and Muhamad, Azli (2008) The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour. In: Book of readings issues on Quality of Work Life (QWL). Penerbit Universiti Utara Malaysia, Sintok, pp. 211-224. ISBN 9789833827626 http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000303950
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic HD Industries. Land use. Labor
spellingShingle HD Industries. Land use. Labor
Mohd Noor, Nor Azila
Muhamad, Azli
The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
description The issue of salespeople's customer-orientation behaviour has attracted the interest of both academic and business people. One major factor which has been increasingly discussed as a determining factor of salespeople's customerorientation behaviour is role perception, which consists of role ambiguity and role conflict. In this study, the influence of these two factors on salespeople S customer-orientation behaviour was examined. Data gathered from 445 life insurance agents were used to test the hypothesised relationships. The results supported the hypotheses that both rule ambiguity and role conflict negatively affect salespeople to adopt customer-orientation behaviuur in their selling activities. The theoretical implications and managerial implications, particularly the important role of insurance managers in dealing with insurance agent's customer-orientation behaviour, of these findings are discussed.
author2 Yahya, Khulida Kirana
author_facet Yahya, Khulida Kirana
Mohd Noor, Nor Azila
Muhamad, Azli
format Book Section
author Mohd Noor, Nor Azila
Muhamad, Azli
author_sort Mohd Noor, Nor Azila
title The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
title_short The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
title_full The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
title_fullStr The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
title_full_unstemmed The emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
title_sort emerging roles of managers in influencing life insurance agents to perform customer-orientation behaviour
publisher Penerbit Universiti Utara Malaysia
publishDate 2008
url http://repo.uum.edu.my/4393/1/Nor_Azi.pdf
http://repo.uum.edu.my/4393/
http://lintas.uum.edu.my:8080/elmu/index.jsp?module=webopac-l&action=fullDisplayRetriever.jsp&szMaterialNo=0000303950
_version_ 1644278737100865536
score 13.211869

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