We found a match
Your institution may have access to this item. Find your institution then sign in to continue.
- Title
ARTIFICIAL EMOTIONS AMONG SALESPEOPLE: UNDERSTANDING THE IMPACT OF SURFACE ACTING.
- Authors
MIKESKA, JESSICA; HAMWI, G. ALEXANDER; FRIEND, SCOTT B.; RUTHERFORD, BRIAN N.; JUNGKUN PARK
- Abstract
Given the importance of salesperson satisfaction and commitment, managers are vested in understanding what variables impact salesperson attitudes. Surface acting, the process by which the employee regulates emotional expression, tends to produce internal tension which can reduce satisfaction and commitment. This impact is relevant in the sales role because emotional display rules change as salespeople span boundaries and because garnering customer commitments through sales presentations can involve faking emotions. Utilizing structural equation modeling, a surface acting model among 235 salespeople is tested. The authors find that surface acting inhibits job satisfaction, as well as suggest social support may offset the harm surface acting poses to organizational commitment. Furthermore, results indicate that training salespeople to internalize others' emotions (i.e., self-monitoring) increases the success at authentic displays, thus reducing the negative feelings that spill over into feelings about the job.
- Publication
Marketing Management Journal, 2015, Vol 25, Issue 2, p54
- ISSN
1534-973X
- Publication type
Academic Journal