Sales success and salespeople’s satisfaction when faced with customers’ negative behaviors: The mediating effect of emotion management (notice n° 464451)
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| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20250121051318.0 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | fre |
| 042 ## - AUTHENTICATION CODE | |
| Authentication code | dc |
| 100 10 - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Klein, Michel |
| Relator term | author |
| 245 00 - TITLE STATEMENT | |
| Title | Sales success and salespeople’s satisfaction when faced with customers’ negative behaviors: The mediating effect of emotion management |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Date of publication, distribution, etc. | 2020.<br/> |
| 500 ## - GENERAL NOTE | |
| General note | 26 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | How employees who interact with customers (contact employees) manage their emotions is considered to be crucial. This paper analyzes the mediating effect of salespeople’s strategies for emotion regulation when it comes to negative customer behavior as well as both sales success and their own satisfaction about the interaction. The objective is also to measure if those negative relational behaviors (i.e., aggressiveness, anger, lack of listening, disrespect) have a direct effect on salespeople’s capacity to influence buying decisions and on their satisfaction with the buyer–seller encounter. The research results demonstrate the key role of salespeople’s genuine expression of emotions during sales interactions. In addition, the results make it possible to identify important implications for the human resource management of salespeople. |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | authenticity |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | commodification process |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | connoisseurship |
| 690 ## - LOCAL SUBJECT ADDED ENTRY--TOPICAL TERM (OCLC, RLIN) | |
| Topical term or geographic name as entry element | gastronomic and Bacchic brotherhoods |
| 786 0# - DATA SOURCE ENTRY | |
| Note | Décisions Marketing | o 99 | 3 | 2020-09-25 | p. 77-96 | 0779-7389 |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | <a href="https://shs.cairn.info/journal-decisions-marketing-2020-3-page-77?lang=en&redirect-ssocas=7080">https://shs.cairn.info/journal-decisions-marketing-2020-3-page-77?lang=en&redirect-ssocas=7080</a> |
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