Regulation of emotions, interpersonal conflict, and job performance for salespeople (original) (raw)

It is human nature that personal interactions are often charged with emotions and laden with conflicts. Workplace encounters are not immune from this reality. Despite this, few studies have examined ways to reduce interpersonal conflict in the workplace. This study examines the interpersonal impact of emotion regulation (ER) on salesperson relationships with stakeholders. Using structural equation modeling, results of the analysis showed that salesperson's ER was negatively related to interpersonal conflict with co-workers (IPCW) as well as with customers (IPCC); and positively impacted salesperson's customer orientated selling behaviors. The results also support the moderating impact of salesperson's selling experience in the relationship between ER to IPCC. The negative relationship between ER and IPCC is stronger for salespeople with lower sales experience. These findings put forward important managerial implications with regard to the recruitment and training of sales professionals.