The role of emotional wisdom in salespersons' relationships with colleagues and customers

✍ Scribed by Richard P. Bagozzi; Frank Belschak; Willem Verbeke

• Publisher: John Wiley and Sons
• Year: 2010
• Tongue: English
• Weight: 161 KB
• Volume: 27
• Category: Article
• ISSN: 0742-6046
• DOI: 10.1002/mar.20370

✦ Synopsis

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.