The role of social and self‐conscious emotions in the regulation of business‐to‐business relationships in salesperson‐customer interactions

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Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality (2018, background): “Since EE concerns customers, therefore in today’s service settings, empathy has gained the attention of both service and marketing researchers (Agnihotri & Krush, 2015; Bagozzi, 2006).”
Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager (2015, background): “In terms of personal factors, scholars have noted that the emotional capacities of salespeople require scholarly attention (Bagozzi 2006); and further understanding is needed within the context of ethics and sales performance (Evans et al. 2012).”
Salesperson's listening ability as an antecedent to relationship selling (2013, background): “Covey, 1989; Tracy, 1993) and academic literature (Bagozzi, 2006; Comer and Drollinger, 1999; Malshe and Pryor, 2004).”