Abstract

The development of Islamic Financial Institution in Indonesia (including Banking and Insurance) needs more attention in research. Research on business sustainability from human resource perspective is still very limited, especially on the strength of the value of the sales team. The sales team has an important role to deliver the value of the product or service towards customers. A salesperson who has an orientation to build customer engagement and peer engagement will consider customers and colleagues as brothers in Islam. With this value, the salesperson will strive to advance themselves, give well to consumers and give the spirit to do the best for their colleagues, so that further, the organization will have the best impact on community. Therefore, the development of the value of sales team is very important. This study aims to build a sales team value improvement model through customer engagement value and jama‟ah oriented leadership. Jama‟ah oriented leadership is leadership that is oriented on togetherness. A total of 187 respondents was involved in this study. Data were collected through a questionnaire and analyzed by using SmartPLS. The results showed that jama‟ah oriented leadership was able to strengthen the influence of customer engagement value on human value development, both values of asking and helping others. The results of this study are expected to strengthen human resources in sharia insurance as part of the Islamic Financial Institution.

Keywords: Customer engagement value, values of asking others, values of helping others, jama‟ah oriented leadership