Index
Examining the Role of Well-being in the Marketing Discipline
ISBN: 978-1-78973-946-6, eISBN: 978-1-78973-945-9
ISSN: 1479-3555
Publication date: 9 September 2019
This content is currently only available as a PDF
Citation
(2019), "Index", Perrewé, P.L. and Harms, P.D. (Ed.) Examining the Role of Well-being in the Marketing Discipline (Research in Occupational Stress and Well Being, Vol. 17), Emerald Publishing Limited, Leeds, pp. 161-165. https://doi.org/10.1108/S1479-355520190000017008
Publisher
:Emerald Publishing Limited
Copyright © 2019 Emerald Publishing Limited
INDEX
Index
Absenteeism
, 78, 80, 124
Adaptive selling behavior
, 101
Agent
deception
, 64
side coping
, 60–63
Behavioral strains
, 120–122
relations of customer mistreatment with
, 125–126
Bi-directional relationships
employees
, 77
stress relationship
, 37
“Blame the victim” approach
, 61–62
Broaden-and-build theory
, 95, 97
Burnout
, 118, 120, 126
Buyer–seller relationship
, 14–16
Call reluctance
, 140
Challenge stressor
, 6–7
Cognition activation model of stress
, 6
Conflict
, 75, 96
Conservation of resources theory (COR theory)
, 75–76
Consumer behavior, stress in
, 28–29
Consumer researchers
, 33
Consumption
behavior
, 34
consumption-related stress
, 34
as source of stress
, 34–36
Contagion process
, 81
Coping behaviors
, 139, 145–146
Coping strategies
, 144
Core self-evaluations (CSE)
, 92, 96, 103–104
Counterproductive work behavior (CWB)
, 118, 129
Customer service
, 71–72
orientation
, 154
performance
, 123
quality
, 83
Customer service stress
comparison with general workplace mistreatment
, 122–123
current meta-analysis and hypotheses
, 120
customer aggression
, 119–120
customer mistreatment
, 118–119
customer service relationship with psychological strains, attitudinal strains, and perceived support
, 124–125
inclusion criteria
, 123
individual customer mistreatment
, 127–128
limitations and future directions
, 128–131
literature search
, 123
method
, 123
performance and behavioral strains
, 121–122
psychological strain, job attitudes, and perceived work support
, 120–121
relations of customer mistreatment with behavioral strains
, 125–126
Customer(s)
, 72–74
focus
, 148
incivility
, 74
mistreatment
, 118–119, 123, 128, 130–131
retaliation
, 121
satisfaction and loyalty
, 74
solutions
, 7–9
Defensive stereotyping
, 64
Distress
, 36, 79, 139, 141
Due diligence
, 61
Effective leader–follower relationships
, 79
Emotion(al)
contagion effects
, 38, 42
emotion-focusing coping
, 33
evocative event
, 143
exhaustion
, 75
labor
, 38
strain
, 118
well-being dimension
, 94–95
Employee
attitudes
, 72
behavior influencing consumer stress
, 41
employee–consumer satisfaction mirror
, 37–38
health and well-being
, 78
involvement initiatives
, 80
mistreatment
, 120
motivation
, 72
satisfaction
, 72
turnover
, 52
Empowerment
, 92, 100, 104
Financial incentives
, 61
Financial stressors
, 140–141
Front-line employees
, 72
Handling stress
, 148
Health-promoting factors
, 94
Healthy workplace movement
, 78
Hindrance stressor
, 6–7, 13
Hogan competency model (HCM)
, 146
Hogan development survey (HDS)
, 149–150, 152–154, 154
and stress tolerance
, 155–156
Hogan personality inventory (HPI)
, 149, 151, 154
scales and stress tolerance
, 154–155
Inclusion criteria
, 103, 123
in stress tolerance
, 142–143
Integrity
, 64–65, 147–148, 154
Internal selling (see also Sales)
, 3, 6–7
antecedents of internal selling
, 7–11
conceptual model
, 7–18
feedback loop
, 18
as job demand
, 5–6
limitation and future research directions
, 20–21
managerial implications
, 19–20
moderators in internal selling–salespeople outcome relationships
, 12–17
and role stress
, 11–12
sales job in contemporary business world
, 4–5
theoretical contributions
, 19
Interpersonal sensitivity
, 155
Interpersonal skills
, 149
Interpersonal stressors
, 139–140
Intrapersonal skills
, 146, 148
Job
analysis
, 146
attitudes
, 120–121
dissatisfaction
, 118
engagement
, 99
Justice
, 94–95, 109
Knowledge
, 80–81
knowledge-intensive economy
, 92
Leadership
, 2, 14, 21, 81–82
charismatic
, 82
on employee health and safety
, 81–82
negative
, 40
R.I.G.H.T. model
, 83
role
, 76–78
transformational
, 76, 80, 82–83
Leveraging people skills
, 148–149
Managerial styles
, 92
Market orientation
, 12–13
Meta-analysis
analytic approach
, 105–106
coding process
, 103–104
criterion categories
, 104–105
domain of positive psychology
, 93–102
of general mistreatment
, 122
inclusion and exclusion criteria
, 103
meta-analytic procedures
, 150
method
, 103
positive psychology variable categories
, 104
rating-source categories
, 105
results
, 106–107
search strategy
, 103
Mindfulness
, 36
Mirroring process
, 38
Mistreatment
, 118
Motivation
, 79, 98
Motivational constructs
, 99
Multifoci justice theory
, 130
National Advertising Division (NAD)
, 60–61
Negative emotions
, 32–33, 118
Networking ability
, 16–17
Neuroticism
, 96, 145, 148
Occupational health
, 41
Occupational stress
, 52, 54, 57, 118
Optimal coping
, 62–63
Optimism
, 92, 97–98, 104
Organization(al)
, 38, 71–72, 143
behavior
, 95
citizenship behaviors
, 79
dynamics
, 65–66
and environmental factors
, 92
leaders
, 81
organization-directed CWB
, 129
stress
, 40
Perceptions
of support
, 120
of time constraint
, 32
Performance strain
, 121–122
relations of customer service with
, 124–125
Personality
, 139, 143, 145
assessment
, 154
differences
, 145
HDS and stress tolerance
, 155–156
HPI scales and stress tolerance
, 154–155
impact on stress coping behavior
, 149
interpreting stress tolerance through
, 154
measures
, 156–157
stress tolerance assessment using
, 144–145
Persuasion
agent stressors
, 63
agents
, 61
persuasion-tasked employees
, 59
potential stressors in persuasion encounter
, 58–60
Persuasion knowledge (PK)
, 54
Persuasion knowledge model (PKM)
, 52–53
to account for agent’s side of interaction
, 55–58
agent side coping
, 60–63
conceptual model of agent side coping
, 53
negative repercussions for consumers and firms
, 63–66
potential stressors in persuasion encounter
, 58–60
principles
, 54–55
Positive attitude
, 148
Positive organizational behavior (POB)
, 95
Positive psychology
, 103, 143
positive psychology–sales performance relationship
, 102
researchers
, 103
variable categories
, 104
Positive psychology constructs
, 92–93, 95–96
as buffering variables
, 96
as facilitators of job tasks
, 100–101
as motivators
, 99
sales performance
, 102
Positive psychology domain
, 93
adaptability
, 101
common-method influences
, 103
core self-evaluations
, 96
empowerment
, 100
engagement
, 99
hope
, 96–97
optimism
, 97–98
POB
, 95
proactivity
, 101–102
PsyCap
, 98
resilience
, 98
Predictor
, 106
predictor-criterion relationships
, 105
of stress tolerance coping behaviors
, 148–153
Pro-social behaviors
, 14
consumer behaviors
, 36
Proactive strategies
, 155
Proactivity
, 92, 101–102, 104
Professionalism
, 148
Psychological capital (PsyCap)
, 17, 92, 98, 104, 143
Psychological strain
, 75, 118, 120–121, 139
Psychological stress
, 31
Psychological well-being
, 94–95
Psychologically healthy workplace
, 78
growth and development
, 80–81
health and safety
, 81
involvement
, 80
recognition
, 79–80
teamwork
, 82
Resilience
, 92, 98, 104
Retail therapy
, 30
Reward and recognition
, 79
Role stress
, 3
Role stressors
, 2
Sales (see also Internal selling)
agents
, 52
focus
, 148
rejection
, 140
roles
, 138
sales-focused behaviors
, 147
sales-specific competencies
, 146
sales-specific stress tolerance competencies
, 149
stress in
, 139–141
Sales call anxiety (SCA)
, 140
Sales jobs
, 2–3
in contemporary business world
, 4–5
Sales performance
, 105
as cause of positive psychology constructs
, 102
criteria
, 106
Sales personnel
, 138–139
stress tolerance behaviors for
, 145–148
Salespeople
, 2, 56, 59, 92
active engagement in internal selling
, 3
Salesperson performance
, 92, 95–96, 98
Satisfaction mirror
, 29
Schneider’s attraction–selection–attrition mechanism
, 105
Self-perception
model
, 60, 65
theories of unethical behavior
, 53
Service
climate
, 13–14
economies
, 118
employees
, 73–74
environment
, 74–76
quality
, 73
Service-profit chain model
, 72, 73, 83
leading psychologically healthy workplace
, 78–82
role of leadership
, 76–78
service environment
, 74–76
Social
acceptance
, 94–95
actualization
, 94–95
anxiety
, 140
coherence
, 94–95
contribution
, 94–95
exchange process
, 80–81
integrations
, 94–95
status
, 10–11, 18
stressors
, 118
well-being dimension
, 94–95
Store-induced stress
, 35
Stress (see also Customer service stress)
, 6, 28, 138
adding employees into consumer stress equation
, 36–37
in consumer behavior
, 28–29
coping
, 30–34
customer–employee mirror process
, 30
customer–employee stress mirroring downward spiral
, 39
downward spiral
, 41–42
employee behavior influencing consumer stress
, 41
employee–consumer satisfaction mirror
, 37–38
mirroring process
, 39–40
moderating mechanisms
, 42–43
reactions
, 144
research
, 19
research propositions and future directions
, 38–43
Stress in sales
, 139, 157
financial stressors
, 140–141
interpersonal stressors
, 139–140
Stress tolerance
, 139, 141
assessment using personality
, 144–145
behaviors for sales personnel
, 145–148
HDS and
, 155–156
HPI scales and
, 154–155
implications
, 156–157
individual differences in
, 142–143
interpreting stress tolerance through personality
, 154
predictors of stress tolerance coping behaviors
, 148–153
top rated sales competencies
, 148
workplace behaviors
, 146
Stressor-emotion model
, 58
Stressors
, 29, 34–36, 38, 75, 118, 139, 142
Supervisors
, 79
leadership behavior
, 74
supervisory roles
, 65
Teamwork
, 21, 79, 82
Temperance
, 94–95, 109
Time management
, 148
Time stress
, 31
Traditional hiring criteria
, 138
Transactional leadership
, 82
Transactional stress theory
, 3, 6
Transformational leadership
, 76–77, 80, 82–83
Validation
, 149
Verbal communication
, 148
Well-being
, 28–29, 36, 38, 52, 54, 57
customer–employee mirror process
, 30
deficits
, 34
dimensional model
, 62
Wells Fargo cross-selling fraud scandal
, 51–52
Work
aggression
, 123
bullying
, 123
environment
, 139
incivility
, 123
Workplace
aggression
, 119
mistreatment
, 118–119
workplace-oriented personality assessment
, 154
- Prelims
- Chapter 1: Selling to All Involved: A Contingent Model Linking Internal Selling Behavior to Salesperson Role Stress and Sales Performance
- Chapter 2: Stress and Well-Being at the Consumer–Employee Interface
- Chapter 3: Occupational Stress and Well-Being of Persuasion Agents
- Chapter 4: Leading the Service-Profit Chain: How Leaders’ Behaviors Can Affect Customer Experience
- Chapter 5: A Meta-Analysis on Positive Psychology Correlates of Sales Performance
- Chapter 6: Customer Service Stress: A Meta-Analysis of Customer Mistreatment
- Chapter 7: Stress Tolerance Considerations for Sales Personnel
- Index