摘要
针对现场销售岗位,采集销售人员与对应顾客的双来源数据,收集到有效问卷398份。旨在探索销售人员情绪劳动策略、移情能力与销售绩效之间的关系,实证分析表明,销售人员的深层行为、移情对销售绩效有显着地正向影响,情绪劳动策略、移情在人口统计学变量年龄、学历、工作年限上存在显着差异。
This paper examines the relationship among empathy, emotional labor strategies of salesperson and sales performance, customer satisfaction, customer loyalty relationship. Based on the collecting two - source data from salesperson and customers, the article reveals that： both empathy and emotional labor strategies of salesperson has significant influence on sales performance, customer satisfaction, customer loyalty empathy. There are obvious differences in demographic variables such as age, education and work experience with empathy and emotional labor strategy.
出处
《科技管理研究》
北大核心
2011年第21期138-143,共6页
Science and Technology Management Research
关键词
情绪劳动
移情
销售绩效
满意度
忠诚度
emotional labor strategy
empathy
sales performance
customer satisfaction
customer loyalty
