000			01587cam a2200205 4500500
005			20250121051318.0
041			_afre
042			_adc
100	1	0	_aKlein, Michel _eauthor
245	0	0	_aSales success and salespeople’s satisfaction when faced with customers’ negative behaviors: The mediating effect of emotion management
260			_c2020.
500			_a26
520			_aHow 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			_aauthenticity
690			_acommodification process
690			_aconnoisseurship
690			_agastronomic and Bacchic brotherhoods
786	0		_nDécisions Marketing | o 99 | 3 | 2020-09-25 | p. 77-96 | 0779-7389
856	4	1	_uhttps://shs.cairn.info/journal-decisions-marketing-2020-3-page-77?lang=en&redirect-ssocas=7080
999			_c464451 _d464451