search query: @indexterm STRESS / total: 534
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| Author: | Verbeke, W. |
| Title: | Individual differences in emotional contagion of salespersons: Its effect on performance and burnout |
| Journal: | Psychology & Marketing
1997 : SEP, VOL. 14:6, p. 617-636 |
| Index terms: | SALESMEN INDIVIDUAL BEHAVIOUR HUMAN RESOURCE MANAGEMENT STRESS COMMUNICATION PERFORMANCE APPRAISAL |
| Language: | eng |
| Abstract: | This paper proposes that emotions affect the salesperson's interactions with role members, especially customers. Based upon the emotional contagion hypothesis, four personality types were constructed, and they were found to show certain consistencies. Being sensitive to the emotions of others and being able to control this in combination with emotional sensitivity are assets for communication, and consequently result in better performance. Being sensitive to emotions of the others is liability as well, because changes of burnout become more likely. |
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