The Role of Emotional Wisdom in Salespersons' Relationships with Colleagues and Customers

Psychology & Marketing, Volume 27, Issue 11, pages 1001–1031, November 2010

By Richard P. Bagozzi, Frank Belschak, Willem Verbek

Abstract: Emotional wisdom is defined as a set of seven dimensions of basic skills and meta-narratives concerning how to regulate emotions within specific domains in such a way that the individual's and firm's well-being are tied together. Using operationalizations of emotional wisdom for salespersons from a wide range of industries (Study 1) and in automotive dealerships (Study 2), with respect to both colleagues and customers, it is discovered that salespeople who score high on emotional wisdom cope differently with socially challenging situations and achieve better social relationships than those who score low on emotional wisdom. © 2010 Wiley Periodicals, Inc.

Suppose a salesperson compares him/herself with a colleague who is performing better than him/herself and feels envy as a result. S/he may regulate or control this envy by congratulating the colleague, so as to be able to maintain a good relationship with the colleague. Or imagine a salesperson who develops friendships with customers, yet has to present the firm in a professional manner when dealing with customers and avoid making inappropriate disclosures of private feelings. Researchers note that the ability to regulate one's emotions is an important part of work, especially for customer-boundary spanners, where ambivalent situations often occur such as described above (e.g., Fineman, 2000; Rafaeli & Sutton, 1987; Morris & Feldman, 1996). 

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(My publication)Posted:Dec 01 2010, 12:00 AM by Anna Gomberg
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