Abstract
The field of sales represents an important aspect of business whether in monetary or in strategic terms (Darmon, 2008; Futrell, 2013). For that reason, researchers have examined a number of salesperson traits that affect sales performance (Churchill, Ford, Hartley, & Walker, 1985; Johnston & Marshall, 2013). While many researchers have postulated a positive relationship between empathy and sales performance, few have undertaken empirical testing of such a relationship. Those who have done such empirical investigations have come up with mixed results as some have found a positive relationship (Greenberg & Mayer, 1964; Tobolski & Kerr, 1952), others have found no relationship (Dawson, Soper, & Pettijohn, 1992; Lamont & Lundstrom, 1977), a negative relationship (McBane, 1995) or a partial relationship (Spiro & Weitz, 1990). This situation seems all the more surprising because the selling processes proposed in the literature integrate the determination of the purchasers’ needs and feelings a series of clearly structured stages (Zoltners, Sinha, & Zoltners, 2013).
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© 2016 The Academy of Marketing Science
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Roy, J., Boivin, C., Durif, F. (2016). To Be or Not to Be… Does the Level of Empathy Contribute to Successful Personal Selling?. In: Groza, M., Ragland, C. (eds) Marketing Challenges in a Turbulent Business Environment. Developments in Marketing Science: Proceedings of the Academy of Marketing Science. Springer, Cham. https://doi.org/10.1007/978-3-319-19428-8_96
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DOI: https://doi.org/10.1007/978-3-319-19428-8_96
Publisher Name: Springer, Cham
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Online ISBN: 978-3-319-19428-8
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