Exploring Emotional Competence: Its effects on coping, social capital, and performance of salespeople

We define emotional competence as a person’s domain-specific working model about how one can appropriately manage one’s emotions within interpersonal situations. Emotional competence is conceived as the integration of seven seemingly unrelated proficiencies: perspective taking, strategic self-presentation of emotions, helping targets of communication accept one’s genuine emotional reactions, lack of guilt when using emotions strategically, fostering self-authenticity, developing an ironic perspective, and incorporating one’s moral code into the self-regulation of emotions. A cluster analysis of responses to measures of the seven proficiencies by 220 salespeople revealed four distinct groups of people. The groups were defined by emotional competence syndromes consisting of combinations of different levels of the seven proficiencies. One group, the highly emotional competent, scored high on all seven proficiencies, a second group scored low on all seven. Two other groups resulted wherein one group was dominated by feelings of guilt in the use of emotions strategically, and the second was characterized by the inability to accept ambiguous and contradictory situations by assuming an ironic perspective. In a test of predictive validity, the highly emotional competent group, but not the others, coped effectively with envy and pride, achieved high social capital, and performed well.coping;emotion regulation;emotional competence;social capital and performance

Account Managers Creation of Social Capital: Communal and Instrumental Investments and Performance Implications

Account managers invest in two distinct, compensatory social ties to achieve social capital, namely peripheral knowledge ties and implementation support ties. The first ties require communal investments, which consist of organizational citizenship behaviors and peripheral information sharing. The second ties require instrumental investments that encompass reciprocity norms and strategic information sharing. Hypotheses are tested on a sample of 164 account managers who sell financial products/services to large customers. The findings show that account managers invest in both ties to attain peripheral knowledge accretion and implementation support which in turn result in improved performance.reciprocity;account management;social capital;organizational citizenship behaviors

Coping with Sales Call Anxiety and Its Effects on Protective Actions

We study how salespeople cope with sales call anxiety and find that two tactics ultimately reduce dysfunctional protective actions in selling interactions. That is, situation modification and attentional deployment both moderate the effects of felt physiological sensations and anxiety on protective actions.attentional deployment;coping;sales call anxiety;situation modification

The Adaptive Consequences of Pride in Personal Selling

Study 1 investigates the beneficial effects of experiencing pride. Pride was found to have two different effects. First, it increases salespersons’ performance-related motivations. Specifically, it promotes adaptive selling strategies, greater effort, and self-efficacy. Secondly, it positively affects organizational citizenship behaviors. Study 2 takes an emotion-process point of view and compares excessive pride (hubris) with positive pride. The results show that salespeople are capable of self-regulating the expression of these emotions via anticipated feelings of fear, shame, and regret. Salespeople in other words are affected by their emotions, but they also are capable of controlling them to their advantage.marketing;hubris;meta-emotions;organizational citizenship behaviors;pride;work motivation

Philosophical foundations of neuroscience in organizational research : functional and nonfunctional approaches

Neuroscience offers a unique opportunity to elucidate the role of mental phenomena, including consciousness. However the place of such phenomena in explanations of human behavior is controversial. For example, consciousness has been construed in varied and conflicting forms, making it difficult to represent it in meaningful ways without committing researchers to one species of consciousness or another, with vastly different implications for hypothesis development, methods of study, and interpretation of findings. We explore the conceptual foundations of different explications of consciousness and consider alternative ways for studying its role in research. In the end, although no approach is flawless or dominates all others in every way, we are convinced that any viable approach must take into account, if not privilege, the self in the sense of representing the subjective, first-person process of self as observer and knower of one’s own actions and history, and the feelings and meanings attached to these. The most promising frameworks in this regard are likely to be some variant of nonreductive monism, or perhaps a kind of naturalistic dualism that remains yet to be developed coherently

Exploring Emotional Competence: Its effects on coping, social capital, and performance of salespeople

We define emotional competence as a person’s domain-specific working model about how one can appropriately manage one’s emotions within interpersonal situations. Emotional competence is conceived as the integration of seven seemingly unrelated proficiencies: perspective taking, strategic self-presentation of emotions, helping targets of communication accept one’s genuine emotional reactions, lack of guilt when using emotions strategically, fostering self-authenticity, developing an ironic perspective, and incorporating one’s moral code into the self-regulation of emotions. A cluster analysis of responses to measures of the seven proficiencies by 220 salespeople revealed four distinct groups of people. The groups were defined by emotional competence syndromes consisting of combinations of different levels of the seven proficiencies. One group, the highly emotional competent, scored high on all seven proficiencies, a second group scored low on all seven. Two other groups resulted wherein one group was dominated by feelings of guilt in the use of emotions strategically, and the second was characterized by the inability to accept ambiguous and contradictory situations by assuming an ironic perspective. In a test of predictive validity, the highly emotional competent group, but not the others, coped effectively with envy and pride, achieved high social capital, and performed well

Giving the Expectancy-Value Model a Heart

Over the past decade, research in consumer behavior has debated the role of emotion in consumer decision making intensively but has offered few attempts to integrate emotion-related findings with established theoretical frameworks. This manuscript augments the classical expectancy-value model of attitude with a dimensional model of emotion. An experiment involving 308 college students who face actual purchase decisions shows that predictions of attitudes, behavioral intentions and actual behavior can be improved through the use of the augmented model for both hedonic and utilitarian products. The augmented model has theoretical implications for marketing scholars as well as practical uses for marketers

The level of effort required for behaviour as a moderator of the attitude–behaviour relation

It was hypothesized that the manner in which attitudes influence behaviour is moderated by the level of effort required to perform a behaviour. The effort needed was manipulated in a field experiment by varying the difficulty of getting access to the attitude object. When the behaviour required substantial effort, the mediating role of intentions was strong, and attitudes had only indirect effects on behaviour, consistent with the theory of reasoned action. When the behaviour required little effort, however, attitudes had a significant direct effect on behaviour, and the mediating role of intentions was reduced. The theoretical and practical implications of these findings are discussed.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/92020/1/2420200105_ftp.pd

Conditioned emergence: a dissipative structures approach to transformation

This paper presents a novel framework for the management of organisational transformation, defined here as a relatively rapid transition from one archetype to another. The concept of dissipative structures, from the field of complexity theory, is used to develop and explain a specific sequence of activities which underpin effective transformation. This sequence integrates selected concepts from the literatures on strategic change, organisational learning and business processes; in so doing, it introduces a degree of prescriptiveness which differentiates it from other managerial interpretations of complexity theory. Specifically, it proposes a three-stage process: first, the organisation conditions the outcome of the transformation process by articulating and reconfiguring the rules which underpin its deep structure; second, it takes steps to move from its current equilibrium and, finally, it moves into a period where positive and negative feedback loops become the focus of managerial attention. The paper argues that by managing at the level of deep structure in social systems, organisations can gain some influence over self-organising processes which are typically regarded as unpredictable in the natural sciences. However, the paper further argues that this influence is limited to archetypal features and that detailed forms and behaviours are emergent properties of the system. Two illustrative case-vignettes are presented to give an insight into the practical application of the model before conclusions are reached which speculate on the implications of this approach for strategy research