How Do Salespeople Make Decisions? The Role of Emotions and Deliberation on Adaptive Selling, and the Moderating Role of Intuition

Locander, David A.; Mulki, Jay Prakash; Weinberg, Frankie J.

doi:10.1002/mar.20702

Cited by 46 publications

(33 citation statements)

References 120 publications

(190 reference statements)

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“…Gender, employee's Tenure with Firm, Total Work Experience, and goal completion (measured as Percentage Quota Achieved) were included in the model as control variables, since these are known to impact salespersons' attitudes and behaviors (Locander et al, 2014). The results of the structural model, illustrated in Fig.…”

Section: Testing Of Hypothesesmentioning

confidence: 99%

“…To test the stated hypotheses, a structural equation model (SEM) with AMOS 21 ML method was run, since SEM provides the flexibility to test several relationships simultaneously. Gender, employee's Tenure with Firm, Total Work Experience, and goal completion (measured as Percentage Quota Achieved) were included in the model as control variables, since these are known to impact salespersons' attitudes and behaviors (Locander et al, 2014). The results of the structural model, illustrated in Fig.…”

Section: Testing Of Hypothesesmentioning

confidence: 99%

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Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict, Felt Stress, Job Performance and Turnover Intentions

Mulki

Wilkinson

2017

Australasian Marketing Journal

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A B S T R A C TSales and customer service employees often face demanding or even abusive customers. This study utilized structural equation modeling to develop a preliminary model identifying relationships between interpersonal customer conflict, key consequences of such conflict, and potential means to avoid or reduce that conflict. Results confirm that interpersonal conflict with customers has a direct negative influence on job performance, and works through felt stress to increase turnover intentions among employees. However, results suggest that a salesperson's emotional understanding and customer-directed extrarole performance reduce that conflict and increase job performance. Comparisons with prior related studies, although none of those cover all relevant factors, indicate that these relationships are likely to be similar in developed and developing economies. Limitations and future research directions are also discussed.

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Section: Testing Of Hypothesesmentioning

confidence: 99%

Section: Testing Of Hypothesesmentioning

confidence: 99%

Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict, Felt Stress, Job Performance and Turnover Intentions

Mulki

Wilkinson

2017

Australasian Marketing Journal

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“…Emotions generally influence decision-making (Lerner et al, 2015) and are central to "marketing exchanges and relationships" (Bagozzi, Gopinath, and Nyer, 1999). Because research on the role of emotions in a buyer-supplier relationship is just at its emerging phase (Locander, Mulki, and Weinberg, 2014) our study contributes to understanding the role of emotions in decision making under threat.…”

Section: Theoretical Contributionsmentioning

confidence: 97%

An Exploration of Decision-Making under Threat

Bourguignon

Boeck

Clarke

2020

Journal of Business-to-Business Marketing

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The use of threats to force supplier compliance is a common practice in current business affairs. Unfortunately, little is known regarding the supplier's decision process to comply to or resist such a coercive strategy. The paper aims to develop a more comprehensive view of the decision process used by suppliers when threatened by their customers, as well as discover new phenomena regarding supplier Decision-Making Under Threat (DUT). More specifically, it aims at (1) gaining a better understanding of threats by looking at their patterns and commonalities and (2) identifying which consideration factors are relevant when suppliers evaluate threats. Method: To identify which consideration factors are relevant to suppliers when deciding how to react to threats, the study employed an exploratory approach by interviewing 17 marketing practitioners with experiences in DUT. The in-depth interviews lasted between thirty-five and sixty-five minutes and were transcribed. Descriptive coding and template analysis generated thirty-nine descriptors and nine categories that are deemed important when considering DUT. The authors also evaluated the intensity of each of the consideration factors present in the decision process. Findings: The results reveal that it is possible to categorize threats into three components: Objectives, Penalties and Manifestations. Objectives are what the customer is trying to achieve by using the threat, namely demanding price reductions, appropriating intellectual property, procuring financial statements, receiving a bribe, increasing technical requirements, accessing a cost breakdown, modifying delivery terms, and modifying payment terms. The penalty is what the supplier can expect to happen when refusing to comply, such as losing the customer's sales. Finally, manifestations describe how the threat is presented by the customer. Study results show that these manifestations may be categorized according to their level of ambiguity, predictability, and candor. The results also reveal that at least five cognitive decision criteria are typically considered during the decision process although at different intensity levels from each participant. These criteria include: Dependence, Cost-Benefit Analysis, Relationship Quality, Relational Norm Violations, and Mimetic Isomorphism. Several interesting discoveries were made. For example, Dependence is both the consideration factor for which most people emphasized its influence on their decision and for which most people said that it had no influence at all. Relational norm violations is unique by being the only criterion for which no participant mentioned that it does not influence their decision. The overwhelming majority of study participants considered more than three criteria during the DUT process. Finally, participants said that they experienced negative emotions such as anger and frustration when exposed to threats albeit most did not recognize that it played a role in their decision. These emotions are however believed to be a factor in reducing the su...

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“…Mulki et al (2015) found ROE to be positively associated with job performance. Also focusing on a single EI dimension, Locander et al (2014) found ROE to have an indirect association with general job performance through adaptive selling.…”

Section: Ei Dimensions and Job Performancementioning

confidence: 97%

The unique and common effects of emotional intelligence dimensions on job satisfaction and facets of job performance: an exploratory study in three countries

Schlaegel

Engle

Lang

2020

The International Journal of Human Resource Management

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Previous empirical studies have either used a unidimensional or a multidimensional analytical approach to examine the consequences of emotional intelligence (EI). In this exploratory study we integrate and extend these two approaches, using a novel perspective to better understand the structure of the EIjob satisfaction and the EI-job performance relationship. Using commonality analysis and data from Germany, India, as well as the U.S. we partition the explained variance for job satisfaction, in-role performance, and extra-role performance into the variance that is uniquely explained by the individual EI dimensions and the variance that is common to sets of EI dimensions. We provide evidence that the EI dimensions are differently related to job satisfaction and job performance facets. Furthermore, the findings offer insights on how unique and common effects vary across countries. Partitioning the unique and commonly shared variance allows us to assess the true predictive power of individual EI dimensions and of sets of EI dimensions. Based on these findings, we discuss implications for theory development and provide future research directions.

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How Do Salespeople Make Decisions? The Role of Emotions and Deliberation on Adaptive Selling, and the Moderating Role of Intuition

Cited by 46 publications

References 120 publications

Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict, Felt Stress, Job Performance and Turnover Intentions

Customer-Directed Extra-Role Performance and Emotional Understanding: Effects on Customer Conflict, Felt Stress, Job Performance and Turnover Intentions

An Exploration of Decision-Making under Threat

The unique and common effects of emotional intelligence dimensions on job satisfaction and facets of job performance: an exploratory study in three countries

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