The Effect Of Self-Efficacy And Adaptability On Salesperson Orientation And Customer Orientation And On Job Performance And Customer Satisfaction

Abstract

The importance of the effect of self-efficacy and adaptability on salesperson orientation and customer satisfaction (SOCO) and on job performance and customer satisfaction is an issue of major importance. As an application of this issue, the relationships among self-efficacy and adaptability involved with telemarketing customers is utilized. Self-efficacy is operationalized as the extent to which telemarketers feel confident about their job skills and abilities. Employee Adaptability is operationalized as the ability of telemarketers to adjust their behavior on the job. The measure is adapted from the 16-item adaptive selling scale. Job Performance is operationalized as the number of applications filed by the salesperson, the dollar amount of premiums, and the service quality. Customer Satisfaction is operationalized as a post choice evaluative judgment concerning a specific purchase selection. The justifications for eight hypotheses are provided.