When Intelligence is (Dys)Functional for Achieving Sales Performance

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The Sound of Brands (2010, background): “, STR) at high versus low levels, defined as one standard deviation above or below the mean score, respectively (e.g., Aiken and West 1991; Verbeke et al. 2008).”
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “This study answers a call for further research on the role of EEC in service encounters (e.g., Verbeke et al. , 2008) by exploring (1) customer perceptions of EEC in service encounters and their impact on customer satisfaction and loyalty and (2) the mediating role of rapport in the relationships…”
Value co-creation: concept and measurement (2014, background): “tion raise involvement of entities and improve sensing, responding, and bridging of spatial and temporal gaps in transactions (Archpru et al. 2011; Chan et al. 2010; Ramani and Kumar 2008; Verbeke et al. 2008).”
Employee Emotional Competence (2016, background): “Employee emotional competence (EEC) ‘‘captures many of the key competencies involved in creating and maintaining an appropriate climate for service,’’ such that it can ‘‘reduce some of the emotional problems inherent in high levels of interpersonal interactions’’ (Bardzil and Slaski 2003, p. 98), wh”