Emotions and salesperson propensity to leave: The effects of emotional intelligence and resilience

Bande, Belén; Fernández-Ferrín, Pilar; Varela, José A.; Jaramillo, Fernando

doi:10.1016/j.indmarman.2014.10.011

Cited by 169Job Satisfaction and Organizational BehaviorEmotional Intelligence and PerformanceEmotional Labor in Professions

Emotions and salesperson propensity to leave: The effects of emotional intelligence and resilience

Bande, Belén, Fernández-Ferrín, Pilar, Varela, José A., Jaramillo, Fernando·2015·Industrial Marketing Management

DOI 10.1016/j.indmarman.2014.10.011

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Bande et al. (2015) demonstrated that servant leadership weakened the relationship between emotional exhaustion and turnover.
“Bande, Fernández-Ferrín, Varela, and Jaramillo (2015) demonstrated that servant leadership weakened the relationship between emotional exhaustion and turnover.”
From Servant Leadership: A systematic review and call for future research (2019) · cites this paper as Bande, Fernández-Ferrín, Varela, and Jaramillo (2015)

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Servant Leadership: A systematic review and call for future research
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“Leader Outcome-based control mechanisms Intrinsic motivation Bande et al. (2016)”
Influential
Artificial Intelligence and Entrepreneurship: Implications for Venture Creation in the Fourth Industrial Revolution
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Does social capital matter for supply chain resilience? The role of absorptive capacity and marketing-supply chain management alignment
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The Effect of Emotional Intelligence on Turnover Intention and the Moderating Role of Perceived Organizational Support: Evidence from the Banking Industry of Vietnam
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Examining the Predictors of Resilience and Work Engagement during the COVID-19 Pandemic
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Test of a mediation model of psychological capital among hotel salespeople
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Exploring the relationship among servant leadership, intrinsic motivation and performance in an industrial sales setting
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Self-citation
Servant leadership and ethics: a dyadic examination of supervisor behaviors and salesperson perceptions
Jaramillo, F., Bande, B., & González, J. A. V. (2015) · Journal of Personal Selling and Sales Management · doi:10.1080/08853134.2015.1010539 · Cited by 134 · see citing works
Self-citation
The relationship between emotional intelligence, transformational leadership, and performance: a test of the mediating role of job satisfaction
Alwali, J., & Alwali, W. (2022) · Leadership & Organization Development Journal · doi:10.1108/lodj-10-2021-0486 · Cited by 130 · see citing works
Organizational learning, resilience and psychological empowerment as antecedents of work engagement during COVID-19
Blaique, L., Ismail, H. N., & Aldabbas, H. (2022) · International Journal of Productivity and Performance Management · doi:10.1108/ijppm-04-2021-0197 · Cited by 103 · see citing works
How psychological resourcefulness increases salesperson's sales performance and the satisfaction of their customers: Exploring the mediating role of customer-oriented behaviors
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Resource integration and dynamic capability of frontline employee during COVID-19 pandemic: From value creation and engineering management perspectives
Chatterjee, S., Chaudhuri, R., González, V. I., Kumar, A., & Singh, S. K. (2021) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2021.121446 · Cited by 92 · see citing works
Why is employees’ emotional intelligence important?
Jung, H. S., & Yoon, H. H. (2016) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-10-2014-0509 · Cited by 87 · see citing works
Positive Psychology In Sales: Integrating Psychological Capital
Friend, S. B., Johnson, J. S., Luthans, F., & Sohi, R. S. (2016) · The Journal of Marketing Theory and Practice · doi:10.1080/10696679.2016.1170525 · Cited by 83 · see citing works
The role of supply chain resilience and absorptive capacity in the relationship between marketing–supply chain management alignment and firm performance: a moderated-mediation analysis
Salam, M. A., & Bajaba, S. M. (2022) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-02-2022-0105 · Cited by 84 · see citing works
Work overload and intimidation: The moderating role of resilience
Kimura, T., Bande, B., & Fernández‐Ferrín, P. (2018) · European Management Journal · doi:10.1016/j.emj.2018.03.002 · Cited by 70 · see citing works
Self-citation
Missed Connections Between the Leadership and Work–Life Fields: Work–Life Supportive Leadership for a Dual Agenda
Kossek, E. E., Perrigino, M. B., Russo, M., & Morandin, G. (2022) · Academy of Management Annals · doi:10.5465/annals.2021.0085 · Cited by 70 · see citing works
Does organizational structure render leadership unnecessary? Configurations of formalization and centralization as a substitute and neutralizer of servant leadership
Eva, N., Sendjaya, S., Prajogo, D. I., & Madison, K. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.02.023 · Cited by 74 · see citing works
Job demand and employee well-being
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Emotional intelligence in front-line/back-office employee relationships
Kearney, T., Walsh, G., Barnett, W., Gong, T., Schwabe, M., & Ifie, K. (2017) · Journal of Services Marketing · doi:10.1108/jsm-09-2016-0339 · Cited by 45 · see citing works
Activating salesperson resilience during the COVID-19 crisis: The roles of employer event communication and customer demandingness
Tuấn, L. T. (2021) · Industrial Marketing Management · doi:10.1016/j.indmarman.2021.03.007 · Cited by 51 · see citing works
Clarifying the influence of emotional intelligence on salesperson performance
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Leader crisis communication and salesperson resilience in face of the COVID-19: The roles of positive stress mindset, core beliefs challenge, and family strain
Tuấn, L. T. (2021) · Industrial Marketing Management · doi:10.1016/j.indmarman.2021.12.006 · Cited by 48 · see citing works
The role of resilience in the work-life interface: A systematic review
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Servant leadership in marketing: A critical review and a model of creativity-effects
Zarei, M., Supphellen, M., & Bagozzi, R. P. (2022) · Journal of Business Research · doi:10.1016/j.jbusres.2022.08.013 · Cited by 58 · see citing works
Salesperson coping with work-family conflict: The joint effects of ingratiation and self-promotion
Bande, B., Jaramillo, F., Ferrín, P. F., & González, J. A. V. (2018) · Journal of Business Research · doi:10.1016/j.jbusres.2018.10.015 · Cited by 42 · see citing works
Self-citation
A look at the social entrepreneur: the effects of resilience and power distance personality traits on consumers’ perceptions of corporate social sustainability
Velasco, F., Cardenas, J. J., & Cardenas, M. (2020) · International Entrepreneurship and Management Journal · doi:10.1007/s11365-019-00626-0 · Cited by 40 · see citing works
A systematic literature review of negative psychological states and behaviors in sales
Lyngdoh, T., Chefor, E., Hochstein, B., Britton, B. P., & Amyx, D. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2020.09.031 · Cited by 40 · see citing works
From selling to managing strategic customers - a competency analysis
Lacoste, S. M. (2018) · Journal of Personal Selling and Sales Management · doi:10.1080/08853134.2018.1426991 · Cited by 43 · see citing works
The salesperson wellness lifestyle, coping with stress and the reduction of turnover
Kraft, F. B., Maity, D., & Porter, S. S. (2018) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-03-2017-0058 · Cited by 39 · see citing works
The impact of resilience and perceived organisational support on employee engagement in a competitive sales environment
Meintjes, A., & Hofmeyr, K. B. (2018) · SA Journal of Human Resource Management · doi:10.4102/sajhrm.v16i0.953 · Cited by 38 · see citing works
Building-up resilience and being effective leaders in the workplace: a systematic review and synthesis model
Yu, M., Wen, J., Smith, S., & Stokes, P. J. (2022) · Leadership & Organization Development Journal · doi:10.1108/lodj-09-2021-0437 · Cited by 36 · see citing works
EMOTIONAL INTELLIGENCE AND ITS RELATIONSHIP TO EMPLOYABILITY SKILLS AND EMPLOYER SATISFACTION WITH FRESH ENGINEERING GRADUATES
Chand, P. K., Kumar, A. S., & Mittal, A. (2019) · International Journal for Quality Research · doi:10.24874/ijqr13.03-15 · Cited by 39 · see citing works
Understanding and motivating salesperson resilience
Good, V., Hughes, D. E., & LaBrecque, A. C. (2020) · Marketing Letters · doi:10.1007/s11002-020-09552-6 · Cited by 35 · see citing works
Salesperson grit: reducing unethical behavior and job stress
Schwepker, C. H., & Good, M. C. (2021) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-04-2021-0211 · Cited by 36 · see citing works
Inside sales agent’s sales activities influence on work outcomes and sales agent tenure through autonomous motivation
Conde, R., & Prybutok, V. R. (2020) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-09-2019-0412 · Cited by 34 · see citing works
Responsible Leadership and Salespeople’s Creativity: The Mediating Effects of CSR Perceptions
Castro‐González, S., Bande, B., & Ferrín, P. F. (2019) · Sustainability · doi:10.3390/su11072053 · Cited by 33 · see citing works
Self-citation
Effects of work–family interface conflicts on salesperson behaviors: a double-edged sword
Miao, C. F., & Wang, G. (2016) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-016-0492-7 · Cited by 30 · see citing works
Revisiting and replicating the dominant logic on salesperson job satisfaction, organizational commitment, and turnover
Rajabi, R., Boles, J. S., Brashear, T. G., & Sarin, S. (2019) · Journal of Business Research · doi:10.1016/j.jbusres.2019.10.067 · Cited by 29 · see citing works
Faking it: salesperson emotional intelligence’s influence on emotional labor strategies and customer outcomes
Delpechitre, D., & Beeler, L. L. (2017) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-08-2016-0170 · Cited by 30 · see citing works
Investigating the Consequences of the Socio-Instrumental Use of Enterprise Social Media on Employee Work Efficiency: A Work-Stress Environment
Wu, S., Pitafi, A. H., Pitafi, S., & Ren, M. (2021) · Frontiers in Psychology · doi:10.3389/fpsyg.2021.738118 · Cited by 27 · see citing works
Cultivating Resilience in Organizational Frontline Employees
Good, V., Fehl, A. G., LaBrecque, A. C., & Voorhees, C. M. (2023) · Journal of Service Research · doi:10.1177/10946705231161778 · Cited by 25 · see citing works
Contrasting effects of salespeople’s emotion appraisal ability in a transaction-oriented environment
Briggs, E., Kalra, A., & Agnihotri, R. (2017) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-06-2016-0138 · Cited by 26 · see citing works
Internal audience strikes back from the outside: emotionally exhausted employees’ negative word-of-mouth as the active brand-oriented deviance
Lee, S. B., & Suh, T. (2020) · Journal of Product & Brand Management · doi:10.1108/jpbm-02-2019-2239 · Cited by 23 · see citing works
Enhancing International Buyer-Seller Relationship Quality and Long-Term Orientation Using Emotional Intelligence: The Moderating Role of Foreign Culture
Leonidou, L. C., Aykol, B., Larimo, J. A., Kyrgidou, L. P., & Christodoulides, P. (2021) · Management International Review · doi:10.1007/s11575-021-00447-w · Cited by 23 · see citing works
Industrial-buying research 1965-2015: review and analysis
Chavan, G., Chaudhuri, R., & Johnston, W. J. (2018) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-02-2018-0077 · Cited by 22 · see citing works
Emotional intelligence and career success: Does resilience matter?
Sharma, S., & Tiwari, V. (2023) · Global Business and Organizational Excellence · doi:10.1002/joe.22196 · Cited by 21 · see citing works
In search of clarity on servant leadership: domain specification and reconceptualization
VanMeter, R. A., Chonko, L. B., Grisaffe, D. B., & Goad, E. A. (2016) · AMS Review · doi:10.1007/s13162-016-0075-2 · Cited by 21 · see citing works
Relationship between emotional intelligence and resilience among university students during crisis
Nguyen, N. N., Nham, T. P., & Takahashi, Y. (2022) · Policy Futures in Education · doi:10.1177/14782103221139620 · Cited by 19 · see citing works
Stress resilience: researching a key competence for professionals in communication management
Ziegele, D., & Zerfaß, A. (2021) · Journal of Communication Management · doi:10.1108/jcom-11-2020-0142 · Cited by 18 · see citing works
Employee and manager's emotional intelligence and individual adaptive performance: the role of servant leadership climate
Balti, M., & Zouaoui, S. K. (2023) · Journal of Management Development · doi:10.1108/jmd-04-2021-0117 · Cited by 23 · see citing works
How does emotional intelligence improve employee satisfaction and performance with mediating effect of employee engagement? Perspective from Saudi Arabian private companies
Alferaih, A. (2021) · International Journal of ADVANCED AND APPLIED SCIENCES · doi:10.21833/ijaas.2021.08.011 · Cited by 17 · see citing works
A Meta-Review of Servant Leadership: Construct, Correlates, and the Process
Chaudhry, A., Cao, X., Liden, R. C., Point, S., & Vidyarthi, P. R. (2022) · Journal of Comparative International Management · doi:10.7202/1085567ar · Cited by 18 · see citing works
The Effect of Emotional Intelligence on Turnover Intentions; The Role of Employee Well-being, Engagement and Perceived Organizational Support
Akhtar, M. W., Khan, H. G. A., & Fatima, T. (2017) · Jinnah Business Review · doi:10.53369/skye6894 · Cited by 17 · see citing works
Emotional labor in a sales ecosystem: a salesperson-customer interactional framework
Klein, M. (2021) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-01-2020-0019 · Cited by 17 · see citing works
Too gritty to indulge: Grit and indulgent food choices
Wright, S. A., & Schultz, A. E. (2021) · Journal of Business Research · doi:10.1016/j.jbusres.2021.09.055 · Cited by 17 · see citing works
The mediating role of cooperative norms in the formation of buyer commitment in the buyer–seller relationship
Vieira, V. A., Mayberry, R., Boles, J. S., Johnson-Busbin, J., & Pereira, R. D. C. D. F. (2022) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-01-2021-0044 · Cited by 16 · see citing works
Do Servant Leadership and Emotional Labor Matter for Kindergarten Teachers’ Organizational Commitment and Intention to Leave?
Zheng, X., Jiang, A., & Luo, Y. (2022) · Early Education and Development · doi:10.1080/10409289.2022.2163141 · Cited by 16 · see citing works
Impact of demographic variables on emotional intelligence levels amongst a sample of early career academics at a South African higher education institution
Marembo, M., & Chinyamurindi, W. (2018) · SA Journal of Human Resource Management · doi:10.4102/sajhrm.v16i0.1051 · Cited by 15 · see citing works
The effects of frontline bank employees' social capital on adaptive selling behavior: serial multiple mediation model
Lee, M.-S., & Yoo, J. (2021) · International Journal of Bank Marketing · doi:10.1108/ijbm-05-2021-0163 · Cited by 15 · see citing works
Is CEO servant leadership key for hotels to be entrepreneurial? The mediation of internal social capital across family and non-family firms
Linuesa‐Langreo, J., Ruiz‐Palomino, P., & Estévez, P. J. (2025) · Journal of Family Business Management · doi:10.1108/jfbm-07-2024-0151 · Cited by 14 · see citing works
Patience, consideration and responsibility (P.C.R.): emerging psychological capacities for coping with crisis and persistent changes in personal selling
Ewe, S. Y., & Ho, H. H. P. (2022) · Journal of Personal Selling and Sales Management · doi:10.1080/08853134.2022.2130344 · Cited by 14 · see citing works
Servant Leadership Across Cultures
Roberts, G. E. (2018) · Springer eBooks · doi:10.1007/978-3-319-62163-0_10 · Cited by 14 · see citing works
How employee resilience contributes to digital performance: moderating role of enterprise social media usage
Ma, L., Qi, Z., Zhang, G., Zhang, X., & Hao, F. (2024) · Behaviour and Information Technology · doi:10.1080/0144929x.2024.2336603 · Cited by 13 · see citing works
Mental health among B2B salespeople: A morphological analysis
Baliga, A. J., Goel, A., Fletcher-Chen, C. C.-Y., Guda, S., & Kumar, R. (2024) · Journal of Business Research · doi:10.1016/j.jbusres.2024.115093 · Cited by 13 · see citing works
Measurement and predictors of resilience among Latin American public relations professionals
Moreno, Á., Navarro, C., Molleda, J., & Fuentes-Lara, C. (2019) · Journal of Communication Management · doi:10.1108/jcom-01-2019-0004 · Cited by 15 · see citing works
Insiders’ Adaptations to Security-Based Demands in the Workplace: An Examination of Security Behavioral Complexity
Burns, A. J., Posey, C., & Roberts, T. (2019) · Information Systems Frontiers · doi:10.1007/s10796-019-09951-9 · Cited by 13 · see citing works
Servant Leadership and Change: A Review of the Literature
Roberts, G. E. (2020) · Management for professionals · doi:10.1007/978-3-030-38129-5_3 · Cited by 13 · see citing works
Sales failure: a review and future research directions
McGowan, P. (2020) · International Journal of Logistics Research and Applications · doi:10.1080/13675567.2020.1726306 · Cited by 12 · see citing works
Reducing Salesperson Turnover Intentions via Organizational Market Orientation and Selective Hiring: A Job Demand-Resources Approach
Fleming, D. E., Artis, A. B., Harris, E. G., Fergurson, J. R., & Askew, M. A. (2022) · Journal of Business-to-Business Marketing · doi:10.1080/1051712x.2022.2121503 · Cited by 11 · see citing works
Neuroticism and the sales profession
Habel, J., Kadić‐Maglajlić, S., Hartmann, N. N., de Jong, A., Zacharias, N. A., & Kosse, F. (2024) · Organizational Behavior and Human Decision Processes · doi:10.1016/j.obhdp.2024.104353 · Cited by 11 · see citing works
Improving Business-to-Business Relationship Quality Through Salespeople’s Grit and Political Skill
Schwepker, C. H., & Good, M. C. (2022) · Journal of Business-to-Business Marketing · doi:10.1080/1051712x.2022.2121508 · Cited by 11 · see citing works
Future time perspective and turnover intention: The mediating role of resilience
Indirasari, D. T., Purba, D. E., & Anindita, R. (2019) · Psikohumaniora Jurnal Penelitian Psikologi · doi:10.21580/pjpp.v4i1.3120 · Cited by 11 · see citing works
WITHDRAWN: The influence of employee emotional intelligence on enterprise innovation performance using an adaptive mathematical modeling of emotions
Jie, H., Martínez, Ó. S., & Crespo, R. A. G. (2020) · Aggression and Violent Behavior · doi:10.1016/j.avb.2020.101538 · Cited by 11 · see citing works
Retracted
Resilience in the management and business research field: a bibliometric analysis
Santos, J. L. S., & Mueller, A. (2022) · Cuadernos de Gestión · doi:10.5295/cdg.211581js · Cited by 10 · see citing works
Critical realist multilevel research in business marketing: a laminated conceptualization of resilience
Vanharanta, M., & Wong, P. (2022) · Journal of Business and Industrial Marketing · doi:10.1108/jbim-01-2021-0068 · Cited by 10 · see citing works
How social media and flexible work arrangements harden salespeople to abusive supervision
Dugan, R. G., Edelblum, A. B., Kalra, A., Lee, N. Y., & Yoon, S. (2024) · Industrial Marketing Management · doi:10.1016/j.indmarman.2024.07.008 · Cited by 9 · see citing works
Exiting the space between the rock and the hard place: An integrative managerial approach to tackling burnout in a business context
Koporčić, N., Francu, R. E., Gugenishvili, I., & Nietola, M. (2025) · Industrial Marketing Management · doi:10.1016/j.indmarman.2025.02.006 · Cited by 8 · see citing works
Psychological capabilities for salespeople’s sustainable work performance in financial services sector
Ewe, S. Y., & Ho, H. H. P. (2023) · Journal of Financial Services Marketing · doi:10.1057/s41264-023-00228-6 · Cited by 8 · see citing works
Don’t Want It Anymore? Resilience as a Shield Against Social Media-Induced Overloads
Bermes, A., & Gromek, C.-L. (2021) · Lecture notes in information systems and organisation · doi:10.1007/978-3-030-86797-3_30 · Cited by 8 · see citing works
Fostering Workplace Well-Being Through Servant Leadership
Roberts, G. E. (2021) · Springer eBooks · doi:10.1007/978-3-030-30025-8_9 · Cited by 8 · see citing works
Internal audience watches the boss walking the talk: the mechanism of management’s mission alignment for internal branding
Lee, S. B., & Suh, T. (2022) · Journal of Product & Brand Management · doi:10.1108/jpbm-12-2021-3786 · Cited by 8 · see citing works
Entrepreneurial traits: a systematic literature review
Thai, Q. H., & Khương, M. N. (2023) · Management Review Quarterly · doi:10.1007/s11301-023-00370-4 · Cited by 8 · see citing works
İş Stresi, İş Tatmini, Örgütsel Kıvanç ve İşten Ayrılma Niyeti Etkileşiminin İş Performansıyla İlintisi
ÖNBIÇAK, A. E., Kazançoğlu, İ., & Küçükaltan, B. (2019) · Journal of Yaşar University · doi:10.19168/jyasar.631342 · Cited by 8 · see citing works
Resilience to Emotional Distress in Response to Failure, Error or Mistakes: A Positive Psychology Review
Oosthuizen, R. M. (2020) · Springer eBooks · doi:10.1007/978-3-030-35574-6_12 · Cited by 7 · see citing works
RETRACTED: A wisdom-based salesforce development model: the role of wisdom in salesforce training and well-being
Oh, H., & Oh, J.-H. (2020) · Journal of Personal Selling and Sales Management · doi:10.1080/08853134.2020.1845189 · Cited by 7 · see citing works
Retracted
Psychological capital and strategic decision outcomes
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Self-citation
Salesperson emotional intelligence at work: A resource-based perspective of subjective well-being determinants and organizational outcomes
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Authors: Bande, B., Fernández-Ferrín, P., Varela, J. A., & Jaramillo, F.
Affiliations: Universidade de Santiago de Compostela (ES)
The University of Texas at Arlington (US)
Corresponding author: Bande, Belén
ORCID: Bande, Belén
Jaramillo, Fernando
Venue: Industrial Marketing Management
Publisher: Elsevier BV
Published: 2015-01
Volume: 44
Pages: 142-153
ISSN: 0019-8501 (ISSN-L)
DOI: 10.1016/j.indmarman.2014.10.011
OpenAlex: W2201285395
Cited by: 169
References: 126
Citations by year: 2026: 8 · 2025: 9 · 2024: 15 · 2023: 12 · 2022: 26 · 2021: 26 · 2020: 21 · 2019: 13 · 2018: 15 · 2017: 10 · 2016: 11 · 2015: 3
FWCI: 17.59
Type: journal article
Language: en
Open access: closed
Licence: www.elsevier.com/tdm/userlicense/1.0/ (tdm)
Locations: Industrial Marketing Management (publishedVersion)
Topics: Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Job Satisfaction and Organizational Behavior
Social Sciences › Psychology › Social Psychology › Emotional Intelligence and Performance
Social Sciences › Sociology and Political Science › Emotional Labor in Professions
Keywords: salesperson turnover, turnover intention, emotional intelligence, resilience, work-family conflict, emotional exhaustion, servant leadership, salespeople, occupational stress, emotional competence

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