Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
11005111 | Journal of Business Research | 2018 | 16 Pages |
Abstract
Co-creation is often considered a significant process firms use to sustain a competitive advantage. However, the literature contains limited information about the role salespeople play in regard to customer value co-creation behaviors. Building on social exchange theory and data from a sample of 224 business-to-business salespeople and their customers, this study posits that salesperson emotional intelligence and empathy are key influencers of customer participation, customer citizenship behavior, and commitment to the salesperson. In addition, the findings reveal the salesperson's ability to perceive, understand, and regulate emotions affects customer value co-creation behaviors differently. The findings of this study thus highlight the increasing perception of salespeople as crucial boundary spanners that greatly influence customer value co-creation behaviors.
Related Topics
Social Sciences and Humanities
Business, Management and Accounting
Business and International Management
Authors
Duleeep Delpechitre, Lisa L. Beeler-Connelly, Nawar N. Chaker,