| Description |
1 online resource (184 pages). |
| Physical Medium |
polychrome |
| Description |
text file |
| Series |
Research in Occupational Stress and Well Being Ser. ; v. 17
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Research in Occupational Stress and Well Being Ser.
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| Contents |
Intro; Contents; Lists of Figures and Tables; Figures; Tables; About the Contributors; Volume Editors' Introduction; Chapter 1: Selling to All Involved: A Contingent Model Linking Internal Selling Behavior to Salesperson Role Stress and Sales Performance; Literature Review; The Sales Job in the Contemporary Business World; Internal Selling as a Job Demand; Internal Selling: A Challenge Stressor or a Hindrance Stressor?; The Conceptual Model; Antecedents of Internal Selling; Internal Selling and Role Stress; The Moderators in the Internal Selling-Salespeople Outcome Relationships |
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The Feedback LoopDiscussion; Theoretical Contributions; Managerial Implications; Limitation and Future Research Directions; Conclusion; References; Chapter 2: Stress and Well-Being at the Consumer-Employee Interface; The Nature of Stress in Consumer Behavior; Stress Coping: Consumption as a Response; Stressor: Consumption as a Source of Stress; Adding Employees into the Consumer Stress Equation; The Employee-Consumer Satisfaction Mirror; Research Propositions and Future Directions; Does the Stress Mirroring Process Occur between Consumers and Employees? |
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Does Employee Behavior (E.g., Mistreatment and Abuse) Influence Consumer Stress?Is the Mirroring Effect Reciprocal and Mutually Reinforcing to Create a Downward Spiral?; What Are the Moderating Mechanisms That Alter the Stress Mirroring Consumer-Employee Process?; Conclusion; References; Chapter 3: Occupational Stress and Well-Being of Persuasion Agents*; Principles of the PKM; Extending PKM to Account for the Agent's Side of the Interaction; Potential Stressors in the Persuasion Encounter; Agent Side Coping; What's at Stake? Negative Repercussions for Consumers and Firms; Conclusion |
| Bibliography |
ReferencesChapter 4: Leading the Service-Profit Chain: How Leaders' Behaviors Can Affect Customer Experience; The Service-Profit Chain; The Service Environment; The Role of Leadership; Leading the Psychologically Healthy Workplace; Summary: Leading the Service-Profit Chain; References; Chapter 5: A Meta-Analysis on Positive Psychology Correlates of Sales Performance; The Domain of Positive Psychology; Positive Organizational Behavior; Positive Psychology Constructs as Buffering Variables; Core Self-evaluations; Hope; Optimism; Resilience; Psychological Capital. |
| Contents |
Positive Psychology Constructs as MotivatorsEngagement; Empowerment; Positive Psychology Constructs as Facilitators of Job Tasks; Adaptability; Proactivity; Sales Performance as Cause of Positive Psychology Constructs; Common-method Influences on the Positive Psychology-Sales Performance Relationship; Method; Search Strategy; Inclusion and Exclusion Criteria; Coding Process; Positive Psychology Variable Categories; Criterion Categories; Rating-source Categories; Analytic Approach; Results; Discussion; Limitations and Future Research; References |
| Note |
Chapter 6: Customer Service Stress: A Meta-Analysis of Customer Mistreatment |
| Summary |
Volume 17 of Research in Occupational Stress and Well Beingis focused on the stress and well-being related to the marketing discipline. This volume is focused on the connections between employee stress, health, and well-being as it relates to marketing; sales; customers. |
| Local Note |
eBooks on EBSCOhost EBSCO eBook Subscription Academic Collection - North America |
| Subject |
Job stress.
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Job stress. |
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Quality of work life.
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Quality of work life. |
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Marketing -- Psychological aspects.
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Marketing -- Psychological aspects. |
| Genre/Form |
Electronic books.
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Electronic books.
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| Added Author |
Harms, Peter D.
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| Other Form: |
Print version: Perrewé, Pamela L. Examining the Role of Well Being in the Marketing Discipline. Bingley : Emerald Publishing Limited, ©2019 9781789739466 |
| ISBN |
9781789739459 |
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1789739454 |
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1789739470 |
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9781789739473 (electronic book) |
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9781789739466 (hardback) |
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