Search Conferences

Type in any word, words or author name. This searchs through the abstract title, keywords and abstract text and authors. You may search all conferences or just select one conference.


 All Conferences
 EMAC 2019 Annual Conference
 EMAC 2020 Annual Conference
 EMAC 2020 Regional Conference
 EMAC 2021 Annual Conference
 EMAC 2021 Regional Conference
 EMAC 2022 Annual
 EMAC 2022 Regional Conference
 EMAC 2023 Annual
 EMAC 2023 Regional Conference
 EMAC 2024 Annual
 EMAC 2024 Regional Conference

EMAC 2022 Annual


Sharing emotions: Empathy and its influence on Selling skills
(A2022-107763)

Published: May 24, 2022

AUTHORS

Ilona Pezenka, FHWien der WKW University of Applied Sciences for Management & Communication; Christian Weismayer, Modul University; David Bourdin, FHWien der WKW

ABSTRACT

This research examines if there is an influence of a salesperson’s empathy on perceived selling skills and whether the emotions displayed by the salesperson during a sales conversation are related to buyers’ evaluations of the seller’s empathy. Using structural equation modelling, we analyse data generated from automated emotion tracking of 63 role-played sales conversations, as well as post-questionnaires. Our findings indicate that empathy is a significant predictor of selling skills. Furthermore, the model reveals that overall negative emotions are negatively related to perceived empathy. Specifically, long displays of sadness have a significant negative effect on perceived empathy. Our work has important implications for personal selling and training on emotional intelligence in particular.