... on conservation of resource theory, this study aims to examine how Idiosyncratic deals (I-deals) function as contextual resources that foster salesperson polychronicity, and, in turn, shape emotional labor strategies and service recovery performance. Design/methodology/approach Using survey data collected...

...Grace Holyfield; William B. Locander Purpose The purpose of this paper is to examine how perceived ability-job fit and commitment to display rules relate to emotional labor in business-to-business salespeople and the influence emotional labor has on important sales outcomes. Design/methodology...

... of emotional labor and self-leadership. Design/methodology/approach This is anchored on the dual-process theory to delineate a framework of salesperson’s karma orientation and its impact on counterproductive work behaviors, through a series of research propositions. Findings The propositions highlight...

... and business-to-customer selling, this review also incorporates works in other research fields. Sales representatives’ emotional labor must be considered as a bi-directional interaction with the customer in a multi-level perspective. Moreover, emotional labor has rather negative consequences...