Vol. 41 (Issue 25) Year 2020. Art. 21
BULLEMORE, Jorge 1; ANLANGER, Roman 2 & GÖRNE, Jobst 3
Received: 23/04/2020 • Approved: 29/06/2020 • Published 09/07/2020
ABSTRACT: In this paper we look at cultural influence (Individualist vs Collectivistic) in salespeople Regulation of Emotion, Interpersonal Conflict, Customer Orientation and Job Performance. In both an individualistic and a collectivist culture, regulation of emotions is negatively related to interpersonal conflict. In a collectivist culture, sales people who perform better emotional regulation will achieve better customer orientation. Sales managers should make it a priority to train salespeople to strengthen their emotional regulation and create conflict management mechanisms for job performance improvement. |
RESUMEN: En este artículo analizamos la influencia cultural (individualista vs colectivista) en la regulación emocional, conflicto interpersonal, orientación al cliente y el desempeño laboral de vendedores. Tanto en una cultura individualista como colectiva, la regulación de emociones está negativamente relacionada con el conflicto interpersonal. En una cultura colectivista, los vendedores con mejor regulación emocional lograrán una mejor orientación al cliente. Los gerentes de ventas deben capacitar a vendedores para fortalecer su regulación emocional y crear mecanismos de gestión de conflictos. |
1. Adjunt Professor. Facultad de Economía y Negocios. Universidad del Desarrollo. Chile. J.bullemore@udd.cl
2. Director of Studies “Technical Sales and Distribution Management”. University of Applied Sciences BFI. Austria. Roman.anlanger@fh-vie.ac.at
3. Professor Dr. Ing. at Hochschule Aalan. Germany. jobst.goerne@vertrieb-im-vdi.de
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