An investigation of the influence of coping resources in salespersons' emotional exhaustion (original) (raw)
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The impact of social support on salesperson burnout and burnout components
Psychology & Marketing, 2000
Previous research has shown that salesperson burnout affects sales productivity, employee retention, and job satisfaction. Although burnout has often been conceptualized as a multiple-component construct, research typically has approached the efficacy of burnout reduction techniques by using overall measures of burnout rather than by examining the effects of such techniques on individual burnout components. The present research investigates how social support and choice of coping strategy relate to burnout components, illustrating the need to consider such components when conducting burnout-related research. ᭧
Sales Job Employees’ Personal Characteristics and Choice of Coping Styles
IBADAN JOURNAL OF THE SOCIAL SCIENCES
Purpose: The study assessed choice of coping styles among employees in sales job by considering the role of their personal characteristics. Design/methodology/approach: It was designed as a survey involving a sample size of 324. It comprised of 228 (69.1%) males and 96 (30.9%) females. Participants were purposively sampled. Findings: Four coping strategies emerged from data analysis: Tension reduction, Seeking professional support, Focusing on the positive, and Divert thinking. Assessment of participants’ propensity to choose each of these coping styles to ameliorate the effects of stress differed across gender; marital status, age and work experience. Females more than males chose each of the four strategies except focusing on the positive which showed no gender difference. On marital status, single employees preferred ‘Focusing on the positive’ while married workers used more of ‘Divert thinking ‘. ‘Seeking professional support’ was adopted more by experienced workers while new em...
Economic and Industrial …, 2010
The present study aims to test (1) the main effects of job demands and control on burnout and (2) the contribution of burnout to explaining variance in job performance, namely in-role performance and service-oriented organizational citizenship behaviour (service-OCB). The hypotheses were tested in a three-wave study among a sample of 94 Portuguese salespeople. The results provided partial evidence for the main cross-sectional effects of demands and control on burnout, but they did not provide evidence of carry-over effects six months later. Exhaustion was found to reduce extra-role performance over a six-month period.
Personal selling is a dynamic profession and a salesperson's ability to manage his/her emotions is crucial. This research examines the role that a salesperson's ability to regulate his/her emotions has on burnout, motivation, selling behaviors and perceived performance. It highlights an emotion regulation strategy which is especially adaptive for managing negative emotions, cognitive reappraisal. A conceptual framework is developed to illuminate the role of cognitive appraisal on salesperson emotional well-being, adaptive selling behavior, motivation and perceived performance. Findings indicate that cognitive reappraisal is positively related to adaptive selling behavior which is positively related to perceived performance. Further, cognitive reappraisal is negatively related to ruminative propensity and emotional exhaustion. Results are discussed in relationship to their implications for managers and researchers.
Regulation of emotions, interpersonal conflict, and job performance for salespeople
Journal of Business Research, 2015
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.
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INTRODUCTION Burnout is the professional exhaustion which consists mainly in emptying oneself of one’s inner resources in order to cope with chronic stress at work, losing any sensitivity towards customers who are then considered as mere files, and finally feeling devoid of the energy needed to act efficiently. On the one hand, this study contributes to the enrichment of the theoretical framework related to the burnout syndrome, and on the other, it highlights the determinants of professional exhaustion within call centers. The conceptual model integrates the antecedents of burnout and the consequences of this syndrome on the perceived performance of call center operators. A quantitative survey showed that burnout in call centers is two-dimensional. It is revealed mainly through emotional exhaustion and depersonalization. The survey also showed that the major antecedents of burnout are motivation through individual performance, motivation through recognition, motivation through remu...
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The service employees frequently engage in emotionally demanding interactions with customers. They are likely to have high levels of emotional exhaustion. The present study explores the effect of emotional demand and job demand the independent variables on the dependent variable emotional exhaustion. Data for this were collected from 70 automobile show room executives. The result of this study indicates that emotional demand and job demand are positively related to emotional exhaustion. Three validated instruments were employed in the study to measure the relevant variables. Pearson correlation and multiple regression analysis were used as tools of analysis. The results supported the hypothesis and showed that the independent variables emotional demand accounts for forty five percent and job demand accounts for fifteen percent of effect on the dependent variable - emotional exhaustion. Of the two independent variables emotional demand has more influence on the emotional exhaustion t...
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Emotions constitute a powerful psychological force that can significantly influence the behavior and performance of salespeople. However, emotions in the workplace still constitute an underdeveloped area of study, mainly in the field of sales. Sales turnover is also particularly important in relation to sales management due to the nature of sales positions, their historically high turnover levels, and the difficulty involved in filling them. In view of the need to broaden knowledge on how to more successfully retain valuable salespeople, and the fact that B2B selling jobs are not the same across the board, this paper, while controlling the type of selling situation, analyzes the influence of two emotional skills (i.e. emotional intelligence and resilience) on salesperson propensity to leave their organization, both directly and indirectly, through their impact on work-family conflict and emotional exhaustion. The moderating effect of servant leadership perceived by salespeople on the relationship between emotional exhaustion and intention to leave is also addressed. Information provided by 209 salespeople from 105 enterprises from various industries confirms the hypotheses put forward and highlights the importance of encouraging the development of emotional skills as a way of alleviating work stress and reducing salesperson turnover. In addition, the results confirm the contribution of servant leadership towards reducing the effect of emotional exhaustion on salesperson intention to leave.
International Journal of Services, Economics and Management
Given emotional exhaustion's adverse effects on employees' psychological wellbeing and performance, it is crucial to understand which employee characteristics may enhance their ability to cope with this problem. This research investigated the relation between salespeople's trait mindfulness and emotional exhaustion by considering the mediating effects of optimism, resilience, and self-efficacy. Data from a total of 172 complete surveys were obtained from salespeople who work for a multinational direct sales corporation in Thailand. Results from a partial least squares (PLS) analysis supported a negative relation between trait mindfulness and emotional exhaustion. Moreover, optimism, resilience, and self-efficacy served as mediators that explained this negative association. This research suggested that organisations should consider mindfulness training as an intervention that may allow their employees to avoid emotional exhaustion.
Journal of Marketing Theory and Practice, 2016
Given the stressful nature of sales jobs, research has historically emphasized the importance of reducing exhaustion for promoting desired salesperson job outcomes. Building on data provided by 235 B2B salespeople, this study finds that while reducing exhaustion is important, enhancing engagement may be more critical. Specifically, the results reveal that engagement mediates the effects of customer orientation, training, and supervisor support on sales performance, but exhaustion does not. Furthermore, the results indicate that exhaustion and engagement both mediate the effects of supervisor support on turnover intentions. Implications of the study's findings for theory and practice are discussed.