Pengaruh Sales Call Anxiety (SCA) pada Kinerja Salespersons Asuransi Jiwa dengan Trait Negative Affectivity (Trait-Na)
DOI:
https://doi.org/10.21512/bbr.v3i2.1367Keywords:
Sales Call Anxiety (SCA), trait negative affectivity (NA-Trait), Anxiety-provoking stimuli (APS), canvassing condition, closing conditionAbstract
This study empirically examines the effect of sales call anxiety (SCA) on salesperson performance, good performance in the form of sales volume and sales interactions. This study tested the hypothesis to identify early factors (antecedents) that may affect the sales call anxiety (SCA). Initial factors suspected as the cause of anxiety in sales interactions (SCA) are divided into two conditions, namely canvassing and closing condition. Canvassing consisted of meeting new people, customer with high social status, and being assertive, while the closing is a condition consisting of asking for commitment, and discussing performance with sales manager. The population in this study is all life insurance company salesperson in Palangkaraya. In this study, questionnaires were distributed to 200 people a life insurance salesperson, and then used as a sample is a total of 147 respondents who have a tendency to trait-NA. The sampling method used was purposive sampling. The analysis showed that when the salesperson must meet new customers, customers with a high social status, when they should be able to introduce himself and mission well (canvassing), when they should ask for customer commitments after several meetings and interviews with candidates customers, and when the salesperson must discuss the results of their performance with the sales manager (closing), causing anxiety for the salesperson, because when interacting with potential customers, they have a negative perception of the ability of self, negative perceptions of the mind customers in assessing their work when interacting, the emergence of physiological symptoms, and they take action "escape" of the situation, or the so-called protective action.Plum Analytics
References
Abraham, R. (1999). Negative Affectivity: Moderator or Confound in Emotional Disonance-Outcome
Relationship? The Journal of Psychology, 133(1), 61-72.
Agho, A.O., and Mueller, C.W. (1992). Discriminant Validity of Measures of Job Satisfaction,
Positive Affectivity and Negative Affectivity. Journal of Occupational and Organizational
Psychology, 65, 185-196.
Arikuntoro, S. (2002). Prosedur Penelitian: Suatu Pendekatan Praktek. Edisi Revisi. Jakarta: Rineka
Cipta.
Ashkanasy, N.M., and Daus, C.S. (2002). Emotion in The Workplace: The New Challenge for
Managers. Academy Management Executive, 16(1), 1-10.
Assael, H. (1998). Consumer Behavior and Marketing Action. 6th ed. Cincinnati, Ohio: South-Western
College Publishing.
Babakus, E., Cravens, D.W., Johnston, M., and Moncrief, W.C. (1999). The Role of Emotional
Exhaustion in Sales Force Attitude and Behavior Relationship. Journal of the Academy of
Marketing Science, 27(1), 58-70.
Badovick, G. J., Hadaway, F. J., and Kaminsky, P. F. (1992). Attributions and Emotions: the Effects
on Salesperson after Successful vs. Unsuccessful Quota Performance. Journal of Personal
Selling and Sales Management, XII(3, Summer), 1-11.
Bagozzi, R.P., Gopinath, M., and Uyer, P.U. (1999). The Role of emotions in Marketing. Journal of
the Academy of Marketing Science, 27(2), 184-206.
Bagozzi, R.P., Gavino, J. C., and Verbeke, W. (2003). Culture Moderates the Self-Regulation of
Shame and Its Effect on Performance: The Case of Salesperson in The Netherlands and The
Philippines. Journal of Applied Psychology, 88(2), 219-233.
Baumeister, R.F. (1995). The Need to Belong: Desire for Interpersonal Attachments as A Fundamental
Human Motivation. Psychological Bulletin, 21, 1256-1268.
Beck, K.H. (1979). The Effects of Positive and Negative Arousal Upon Attitudes, Belief Acceptance,
Behavioral Intention, and Behavior. The Journal of Social Psychology, 107, 239-251.
Belschak, F., Verbeke, W., and Bagozzi, R.P. (2004). Coping with Sales Call Anxiety and Its Effet on
Protective Action. ERIM Report Series Research in Management, 1-39.
Belschak, F., Verbeke, W., and Bagozzi, R.P. (2006). Coping with Sales Call Anxiety: The Role of
Sale Preverance and Task Concentration Strategies. Journal of The Academy of Marketing
Science, 34(3), 403-418.
Borrom,M.L., Goolsby, J.R., and Ramsey, R.P. (1998). Relational Communication Traits and Their
Efect on Adaptiveness and Sales Performance. Journal of The Academy of Marketing Sience,
(1), 16-30.
Brown, S. P., Cron, W. L., and Slown, J. W. (1997). Effects of Goal-Directed Emotions on
Salesperson Volition, Behavior, and Performance: Longitudinal Study. Journal of
Marketing, 61(January), 39-50.
Brown, S. P., and Peterson, R. A. (1994). The Effects of Effort on Sales Performance and Job
Satisfaction. Journal of Marketing, April, 70-80.
Buren, A. V., and Cooley, E. L. (2002). Attachment Styles, View of Self and Negative Affect. North
American Journal of Psychology, 4(3), 417-430.
Clark, D. M., and Adrian Wells. (1995). A cognitive model of social phobia. In Social phobia:
diagnosis, assessment and treatment, Richard G. Heimberg, Michael Liebowitz, Debra A.
Hope, and Franklin Schneier (Eds.). New York: Guildford Press, pp. 69-93.
Cooper, D. R., and C.W. Emory (1995). Business Research Methods. 5th ed. New York: McGraw-Hill
Companies, Inc.
Cravens, D. W., and Piercy, N. F. (2003). Strategic Marketing. 7th ed. Chicago: Rihard D irwin, Inc.
Cropanzano, R., Byrne, Z. S., and Rupp, D. E. (2003). The Relationship of Emotional Exhaustion to
Work Attitudes, Job Performance, and Organizational Citizenship Behavior. Journal of
Applied Psychology, 88(1), 160-169.
Cropanzano, R., Weiss, H.M., Hale, J.M.S., and Reb, J. (2003). The Structure of Affect:
Reconsidering the Relationship Between Negative and Positive Affectivity. Journal of
Management, 29(6), 831-857.
Diener, E., Larsen, R.J., Levine, S., and Emmons, R.A. (1985). Intensity and Frequency: Dimensions
Underlying Positive and Negative Affect. Journal of Personality and Social Psychology, 48,
-1265.
Fine, L. M., Sheperd, C. D., and Joseph, S. L. (1994). Sexual Harassment in The Sales force: The
Customer is NOT Always Right. Journal of Personal Selling and Sales Management,
XIV(4), 15-30.
George, J. M. (1991). State or Trait: Effects of Positive Mood on Prosocial Behaviors at Work.
Journal of Applied Psychology, 76, 299-307.
Goncalves, Karen P. (1998). Services Marketing: A Strategic Approach. Upper Saddle River, New
Jersey: Prentice Hall.
Grönroos, C. (1998). Relationship Marketing: The Strategy Continum. Journal of The Academy of
Marketing Science, 23(4), 252-254.
Gwinner, K.P., D.D. Glernler, and M.J. Bitner (1998). Relational Benefit in Services Industries: The
Customer Perspective. Journal of The Academy Marketing Science, 26(2), 101-114.
Hartono, J. (2004). Metodologi Penelitian Bisnis: Salah Kaprah dan Pengalaman-pengalaman. Edisi
Yogyakarta: BPFE-Yogyakarta.
Hess, U. (2001). The Experience of Emotion: Situational Influences on The Elicitation and Experience
of Emotion. In A Kaszniak (Eds.), Emotions, Qualia, and Conciousness (pp. 386-396).
Singapore: World Scientific Publishing.
Hair,J.R., Anderson, R.E., Tatham, R.L., and Black, W.C. (1998). Multivariate Data Analysis with
Readings. 4th ed. Upper Saddle River, New Jersey: Prentice-Hall International, Inc.
Ingman, Kathleen A. (1999). An Examination of Social Anxiety, Social Skills, Social Adjusment, and
Self-Construal in Chinese and American Students at American Industry,
Dissertation.(www.google.com).
Iverson, R.D., and Deery, S.J. (1997). Understanding The ‘Personological’ Basis of Employee
Withdrawal: The Influence of Affetive Disposition on Employee Tardiness, Early Departure,
and Absenteeism. Journal of Applied Psychology, 15, 1-28.
Kashdan, T.B. (2002). Social Anxiety Dimensions, Neuroticism, and The Contours of Positive
Psychological Functioning. Cognitive Therapy and Research, 26(6), 789-810.
Kashdan, T. B., and Roberts, J. E. (2004). Social Anxiety's Impact on Affect, Curiosity, and Social
Eelf-Efficacy during a High Self-Focus Social Threat Situation. Cognitive Therapy and
Research, 28(1), 119-141.
Kashdan, T.B., and Steger, M.F. (2006). Expanding The Topography of Social Anxiety. Psychological
Science, 17(2), 120-128.
Kotler, P. (2003). Marketing Management. 11th ed. Upper Saddle River, New Jersey: Prentice-Hall
International, Inc.
Krohne, H. W., Pieper, M., Knoll, N., & Breimer, N. (2002). The Cognitive Regulation of Emotions:
The Role of Success versus Failure Experience and Coping Dispositions. Cognition and
Emotion, 16(2), 217-243.
Kuper, A., and Kuper, J. (2000). Ensiklopedi Ilmu-ilmu Sosial. Edisi 2. Jakarta: PT. Raja Grafindo
Persada.
Lord, R., and Kanter, R. Chapter 1 Emotions and Organizational Behavior. (www. Google.com).
Lovelock, Christopher. (2001). Services Marketing: People, Technology, Strategy. 4thed. Upper Saddle
River , New Jersey: Prentice Hall.
Lupiyoadi, Rambat. (2001). Manajemen Pemasaran: Teori dan Praktek. Edisi 1. Jakarta: Salemba
Empat.
Mark, R. B. (1997). Personal Selling. 6th ed. Prentice-Hall International, Inc.
Mohr, J., and J. R. Nevin. (1990). Communication Strategies in Marketing Channels: A Theoritical
Perspective. Journal of Marketing, October, 36-51.
Morgan, R. M., and Hunt, S. D. (1994). The Commitment Trust Theory of Relationship Marketing.
Journal of Marketing, 58 (july), 20-38.
Poulson, C. F. (1988). Shame and work. Chapter 19 in Ashkanazy, N., Hartel, C. ,& Zerbe, W. (Eds.).
Emotion in The Workplace: Research, Theory, and Practice. Wesport, CT: Quorom Books.
(2000), pp. 250-271.
Purwanto, B. M. (2002). The Effects of Salesperson Stress Factors on Job Performance. Journal of
Indonesian Economy and Business, 17(2), 150-169.
Rogers, G.M., and Revelle, W. (1998). Personality, Mood, and The Evaluation of Affetive and Neutral
Word Pairs. Journal of Personality and Soial Psychology, 74(6), 1592-1605.
Scholten, A. (2003). Risk Factors for Social Anxiety Disorder. (www.yahoo.com).
Sekaran, U. (2003). Research Methods for Business: A Skill Building Approach. 4th ed. New York:
John Willey and Sons, Inc.
Sharma, S. (1996). Applied Multivariate Techniques. New York: John Willey and Sons, Inc.
Singgih, S. (2003). Mengatasi Berbagai Masalah Statistik dengan SPSS Versi 11.5. Jakarta: PT.
Gramedia.
Sjöberg, L., and Littorin, P. (2003). Emotional Intelligence, Personality, and Sales Performance.
Working paper serries in Business Administration, Stockholm School of Economics.
Smith, D. M., Boeck, P. D., Kuppens, P., and Mechelen, I. V. (2002). The Structure of Negative
Emotion Scales: Generalization Over Context and Comprehensiveness. European Journal of
Personality, 16, 127-141.
Sujan, H., Weitz, B. A,, and Kumar, N. (1994). Learning Orientation, Working Smart, & Effective
Selling. Journal of Marketing, 58 (july), 39-52.
Sulaksana, U. (2003). Integrated Marketing Communication. Edisi 1. Yogyakarta: Pustaka Pelajar.
Supranto, J. (2004). Analisis Multivariat, Arti dan Interpretasi. Edisi 1. Jakarta: PT. Rineka Cipta.
Sutisna (2003). Perilaku Konsumen dan Komunikasi Pemasaran. Edisi 3. Bandung: PT. Remaja
Rosdakarya.
Szymanski, D. M. (1988). Determinant of Selling Effectiveness: The Important of Declarative
Knowledge to The Personal Selling Concept. Journal of Marketing, 52 (January), 62-77.
Telch, M.J., Lucas, R.A., Smith, A.J, Powwers, M.B., Heimberg, R., and Hart, T. (2004). Appraisal of
Social Concerns: A Cognitive Assessment Instrument for Social Phobia. Depression and
Anxiety, 19, 217-224.
Thornhill, K., Wysocki, A.F., and Tomlinson, R. (2003). How to Effectiviely Reduce Sales Call
Reluctance. A Publication of the Departement of Food and Resoures Economics, University
of Florida.
Trower, P., Sherling, G., Beech, J., Harrop, C., and Paul, G. (1998). The Socially Anxious Perspective
in Face-to face Interation: An Experimental Comparison. Clinical Psychology and
Psychotherapy, 5, 155-166.
Tyagi, P. K. (1985). Relative Importance of Key Job Dimensions and Leadership Behaviors in
Motivating Salesperson Work Performance. Journal of Marketing, 49 (Summer): 76-86.
Verbeke, W., and Bagozzi, R. P. (2000). Sales Call Anxiety: Exploring What It Means When Fear
Rules A Sales Encounter. Journal of Marketing, 64 (july), 88-101.
Verbeke, W., Belschak, F., and Bagozzi, R.P. (2004). The Adaptive onsequences or Pride in Personal
Selling. Journal of The Academy of Marketing Science, 32, 386-402.
Verhoef, P.C., Franses, H.P., and Hoekstra, J.C. (2002). The Effect Relational Construct on Customer
Refferal and Number of Services Purchased from a Multiservices Provider; Does Age of
Relational Matter? Journal of The Academy Marketing Science, 30(3), 202-216.
Verona, E., Lang, A.R., and Patrick, .J. (2002). A Direct Assesment of the Role of State and Trait
Negative Emotion in Aggresive Behavior. Journal of Abnormal Psyhology, 111(2), 249-258.
Walker, J.R. Psychology Works for Social Anxiety Disorder (Social Phobia).Canadian Psychological
Association. (www.google.com).
Watson, D., and Clark, L.A. (1984). Negative Affectivity: The Disposition to Experience Aversive
Emotional States. Psychological Bulletin, 96, 465-490.
Watson, D., and Tellegen, A. (1985). Toward A Consensual Structure of Mood. Psychological
Bulletin, 98, 219-235.
Watson, D., and Pennebaker, J. W. (1989). Health Complaints, Stress, and Distress: Exploring the
Central Role of Negative Affectivity. Psychological Review, 96(2), 234-254.
Watson, D., and Clark, L.A. (1991). Self-versus Peer Ratings of Secific Emotional Traits: Evidence of
Convergent and Discriminant Validity. Journal of Personality and Social Psychology, 60,
-940.
Watson, D., Wiese, D., Vaidya, J., and Tellegen, A. (1999). The Two General Activation System of
Affect: Structural Findings, Evolutionary Considerations, and Psychobiological Evidence.
Journal of Personality and Soial Psychology, 76(5), 820-838.
Watten, R. G., Vassend, O., Myhrer, T., & Syversen, J. L. (1997). Personality Factors and Somatic
Symptoms. European Journal of Personality, 11(1), 57-68.
Wells, W. D., and Prensky, D. (1996). Consumer Behavior. 5th ed. New York: John Willey and Sons,
Inc.
Zeithaml, V.A. and Bitner, M.. (1996). Service Marketing, International ed., McGraw-Hill.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
a. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License - Share Alike that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
b. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
c. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
USER RIGHTS
All articles published Open Access will be immediately and permanently free for everyone to read and download. We are continuously working with our author communities to select the best choice of license options, currently being defined for this journal as follows: Creative Commons Attribution-Share Alike (CC BY-SA)