publication . Conference object . 2013

Salespersons' Empathy: A Systematic Literature Review and Research Agenda

Burger, Dominik; Fueglistaller, Urs; Fust, Alexander;
  • Published: 06 Oct 2013
  • Country: Switzerland
Salespersons' empathy has received recognition by scholars and sales representatives. Despite its importance, definitions and conceptualizations of salespersons' empathy are rather heterogeneous. Thus, we used the method of systematic literature review to analyze 42 empirical articles. A research agenda focusing on salespersons' empathy's measurement, antecedents and moderators as well as effects on performance and relationship outcomes is presented to advance the field.
free text keywords: business studies
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