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This study aims to investigate the differences between inside and outside business-to-business salespeople. Although prior research has highlighted a need to compare these two distinct sales positions, limited research examines the two. Specifically, this study investigates differences between inside and outside salespeople for the following constructs: positivity, intrinsic and extrinsic motivation, emotional exhaustion, job satisfaction and turnover intentions.

A Qualtrics panel of 210 business-to-business salespeople from a variety of US industries was used, with 43.8% classifying themselves as inside. Multi-group analysis using partial least squares structural equations modeling (PLS-SEM) was conducted where job type serves as the moderator for the entire model.

Results indicated four of six significant differences based on position. Specifically, positivity had a significant impact on emotional exhaustion for outside salespeople only. For extrinsic motivation, inside salespeople exhibited a stronger impact on emotional exhaustion. Furthermore, the impact of emotional exhaustion on turnover intentions was stronger for outside salespeople. The impact of job satisfaction on turnover intentions was stronger for inside salespeople. These results are supported by social exchange theory and distraction conflict theory.

This research highlights that sales managers and organizations need to consider different policies based on position type to increase job satisfaction and reduce turnover intentions. Practical guidelines for effectively managing the two positions are provided.

The value of this paper is that it indicates that there are indeed significant differences between these two types of sales positions, and thus, future research should not combine them into a single sample.

Due to the fact that most individuals tend to engage in some form of procrastination, it is important for organizations to investigate this phenomenon. The purpose of this study is to explore the impact of family–work conflict, grit, engagement and emotional exhaustion on productive procrastination for business-to-business salespeople. These specific antecedents are used to better understand what leads a salesperson to engage in productive procrastination in the workplace.

Using a Qualtrics panel, 305 business-to-business salespeople were surveyed to investigate what factors lead a salesperson to engage in productive procrastination. These salespeople were from a variety of industries to increase generalizability. All measures were taken from the extant literature. Partial least squares structural equation modeling was used to analyze the data.

Using the job demands-resources model as the framework, the results indicate that the type of engagement has a differential impact on a salesperson’s usage of productive procrastination such that cognitive engagement has a negative impact while emotional engagement has a positive impact on productive procrastination. Emotional exhaustion and family–work conflict lead to productive procrastination but grit minimizes productive procrastination usage.

To the best of the authors’ knowledge, this study is one of the first to explore the positive aspects of procrastination among salespeople. Specifically, this study focuses on productive procrastination and its antecedents. Relevant managerial implications that can help organizations better understand productive procrastination are discussed and examples are provided.

This paper's aim is to study a neglected relationship: testing the impact of emotional labor on the work exhaustion for samples of emergency medical service (EMS) professionals.

Three distinct samples of EMS professionals, i.e. emergency medical technician (EMT) – basic, EMT – intermediate, and paramedic, were surveyed to test the impact of three variable sets, personal (e.g. gender, age, health), work‐related (e.g. years of service, job satisfaction), and emotional labor (i.e. surface acting, deep acting) on work exhaustion.

Results across the three samples consistently showed that surface acting had a significantly stronger positive impact than deep acting on work exhaustion. In addition it was found that surface acting had a significantly stronger negative relationship to job satisfaction than deep acting. Surface acting also had a significant negative relationship to perceived health. Years of service were positively related to work exhaustion across all samples, while job satisfaction was negatively related.

Work exhaustion is an occupational risk for EMS professionals. Individuals considering EMS as a career must have realistic expectations and information about the rewards as well as challenges facing them. To help buffer the impact of emotional labor on work exhaustion and related outcomes, EMS stakeholders should consider facilitating mentor and/or peer support group programs to enhance the development of stronger camaraderie in different EMS‐based organizations (e.g. hospitals, fire services).

Prior research has not tested for the impact of emotional labor on work exhaustion for EMS professionals. Even after controlling for personal and work‐related variables, surface acting maintained a stronger positive impact than deep acting on work exhaustion. Key demographics for each of the three samples (type of work, community size, gender) indicate representativeness to previous cohort samples of nationally certified EMS professionals.

Interactions between local people and guests/visitors are the main elements of tourism experience. And local festivals, considered as a significant part of festival tourism, are quite important in this context. Though many studies have been conducted about interaction between local residents and guests tourists, emotional solidarity remains as a concept which has not yet been studied much in tourism literature on local festivals. The aim of this study is to examine emotional solidarity in tourism festival literature and to determine the relationships between perceptions of local people related to social impacts of festivals and emotional solidarity they feel for guests/visitors.

In line with this purpose, a quantitative approach was adopted, and 19th weaving, culture and handicrafts festival held in Buldan was chosen to be studied as it is an important festival for local people dwelling in Buldan, Denizli province located in Aegean Region in Turkey. The study data were obtained through questionnaire method conducted with Buldan residents during the 19th festival (June, 28th–30th, 2019). The sample was determined with random sampling method.

The data were analyzed via factor and regression analyses. As a result of factor analysis, social impacts of the festivals were grouped under 6 factors (under 3 subfactors of social benefits: communal benefits, cultural–educational benefits, social unity benefits; under 3 subfactors of social costs: concerns related to social resources, concerns related to life quality and concerns related to social order).

Local people's perceptions of social impacts of festivals must be determined in order to find their impacts on emotional solidarity, and deficiencies must be remedied. Local governments who organize festivals to invigorate local economies usually try to attract more visitors with the purpose of maximizing economic impacts of festivals, and this is done without placing much importance on the social problems and social change that may arise in the future (Crandall, 1994).

Relationships were determined between emotional solidarity and residents' perceptions towards social and cultural–educational benefits as well as their concerns related to social resources and life quality.

The authors investigated how emotional intelligence (EI) affects the relationship between project managers' (PMgs) expertise and experience and project success for both the team and client.

This study collected 290 valid responses from IT project managers. The results were analyzed using an ordinary least squares (OLS) regression, with Process v4.0 procedure and the Johnson-Neyman (JN) technique to assess the moderating effect of the level of EI.

Results showed that moderate levels of EI can enhance the impact of PMgs' experience on the project client, while higher levels of EI are necessary to positively impact the team. Moderate levels of EI can improve PMgs' expertise impact on the project team, increasing their effectiveness in interactions with clients and other stakeholders.

It is recommended to consider emotional intelligence alongside technical skills when selecting project managers to address emotional labor, stress, stakeholder management and agility. Providing EI training and experiential learning opportunities internally can improve project managers' emotional intelligence.

This study contributes to the literature on emotional intelligence and project management, highlighting the relationship between technical skills and emotional intelligence levels of PMgs. This research emphasizes the significance of experience and EI in project management, particularly in overseeing complex projects. Additionally, moderate levels of EI enhance PMgs' effectiveness in engaging with stakeholders closely involved in projects.

This paper aims to aims to extend emotional labor research by exploring whether the impact of emotional labor on customer satisfaction depends on the order in which different emotional labor strategies are used by employees. Specifically, the authors explore how the order effects of two emotional labor strategies – deep and surface acting – impact customer satisfaction.

The authors conducted two experimental studies in which participants interacted with service employees who systematically switched between surface and deep acting strategies during the service episode. In Study 1, participants watched a video clip depicting a service encounter in a bookstore. In Study 2, participants partook in a simulated career-counseling session.

The four different emotional labor strategy order effects differentially impact customer satisfaction. Consistent with theories of gain–loss effects, improvement and decline trends positively or negatively impact customers, respectively. Furthermore, results show that these trends impact customer satisfaction growth differently over time.

The authors only focused on two emotional labor strategies, and future research may benefit from extending the research to additional regulation strategies and/or specific discrete emotions.

The results suggest that managers may train employees in recognizing that customer satisfaction is not just driven by customers’ overall assessment of the interaction but also by their experience at different stages of the interaction.

Service marketing and management scholars have largely explored emotional labor from a between-person or within-person perspective, with little empirical attention paid to within-episode processes that focus on how employee behavior varies within a single service episode. To the best of the authors’ knowledge, this study is one of the first to demonstrate that surface and deep acting can be used simultaneously and dynamically over the course of a single service interaction in impacting customer satisfaction.

The practice of tele‐ or home‐working, has been adopted by an increasing number of companies and workers in response to the changing economic and social needs that characterise the world of work today. Working from home brings new challenges as well as benefits, and a variety of studies have examined the impact of tele‐working in terms of such benefits and costs. Few studies, however, have focused on the emotional impact that working away from the office may have on workers as they cope with new technologies, reduced support, increased social isolation and other changes. This neglect of the feelings of workers reflects a somewhat wider neglect in the arena of emotion at work in general. The present study aims to redress this balance through a qualitative pilot study that examines the changing emotions that tele‐workers experience. The implications of the study for tele‐workers and managers are outlined.

Emphasizing the increasing need for social presence in interpersonal interactions and the irreplaceable aspects of face-to-face communications, this study aims to explore the emotional impact of interpersonal influence on consumers after purchase. As individuals respond differently to others’ feedback (positive and negative/verbal and nonverbal), the author investigates potential moderating factors of the impact of feedback on consumer’s emotions in a postpurchase context.

A qualitative study was conducted using the method of semistructured individual interviews to collect data. The author selected a heterogeneous group of 30 consumers belonging to two categories: 13 adults (including seven women and six men) and 17 adolescents (including eight girls and nine boys). The author took into account this type of sampling in the selection of respondents, as investigating the influence of the respondent’s gender is one of the research objectives.

The thematic content analysis method released a set of propositions the author suggests for future validation: five moderating factors the author established from the literature review (strength of social ties, level of expertise, type of the product and consumer’s age and gender), while four factors sprang from the collected data (consumer’s level of conviction, repetition of the feedback, the feedback’s argumentation and its level of discretion).

The subjectivity of the interviewees’ personal descriptions of their felt internal states affects the accuracy of their responses. In addition, the psychological aspect of the study provoked reluctance and discretion from some respondents. Further research studies could target these limitations to study each identified moderating factor separately and search for the secondary variables that tend to be linked to these factors (e.g. the expertise level is linked to personality variables, such as the perceived level of self-confidence). Furthermore, subsequent studies can go beyond the affective impact of feedback and investigate the behavioral aspect (repurchase intentions).

This study is of great importance in providing more explanations for the reasons why consumers repurchase or abandon a product. The importance of the emotional power of others’ feedback suggests that, when positioning their offers, marketers must ensure that their product has a strong chance of acceptance by consumer’s significant other. In addition, companies must argue their offers, allowing consumers to increase their knowledge about the product. Moreover, interpersonal cues and expertise level are more important competences to find in employees. Who is more than a vendor, for example, to be perceived as having a high level of expertise in his field?

This study stresses the importance of face-to-face interpersonal interaction in a time when social lives are submerged by social media and virtual communications. The findings suggest that offline social power still matters, and its impact is relative to multiple factors that count for consumers. Face-to-face interaction has been viewed as the most efficient way to satisfy individuals’ social needs for connectedness.

This paper provides new insights into the impact of offline interpersonal verbal and nonverbal feedbacks. The feedback-affect process within consumers was explored, and the postpurchase context was precisely emphasized.

This study aims at finding the impact of teachers’ emotional intelligence on student achievement.

For a sample of 224 public school teachers, regression analysis has been conducted to find the impact of emotional intelligence on student achievement through the mediation of teacher commitment and school culture.

The study results indicate that the relationship between emotional intelligence and student achievement is mediated by school culture.

Previous studies on emotional intelligence and student achievement have focused on emotional intelligence of the principals only. Literature on the impact of teachers’ emotional intelligence on student achievement is scarce. The current study adds to this strand of literature by exploring the impact of teachers’ emotional intelligence in enhancing student achievement.

As a service segment, the food and beverage industry has great potential for intensive interface between the consumer and the service provider and between the service provider and the back of the house staff. Given the significance of the perception of the provision of service to the consumer, it is important to study every aspect of the interaction. With this in mind, the purpose of this study is to examine the relationships between emotional labor, service quality, purpose of consumption, satisfaction and customer loyalty as seen through the perceptions of the consumer.

Survey data were collected from 400 respondents using an online market research firm in the USA. This research used three independent variables (emotional labor, service quality and purpose of consumption), each with two levels in a between-subjects 2 × 2 × 2 factorial experimental design. Eight scenarios were used to represent the eight different combinations of variables to test their effects.

Two very interesting findings emerged from this study. The first was that consumers’ purpose of consumption, whether dining for leisure or business, had no significant impact on their satisfaction or loyalty, either independently or in conjunction with emotional labor or service quality. The second most interesting finding was that the interaction of service quality and emotional labor did have a significant impact on satisfaction but not loyalty.

A restaurants’ standards of service should be the same, regardless of the business or leisure demographic being served. Authenticity matters, and therefore, employers should incorporate personality evaluation into the hiring process. Perhaps, focusing more on attitude and less on skill would lead to great customer satisfaction and loyalty.

This article furthers the relatively young research stream examining the impacts of emotional labor on the consumer.