Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior
Background & Purpose: The ability to interact with customers effectively requires the identification of mental states and persuasion skill that can improve sales performance. This study aimed to explain the relationships between salesperson emotional intelligence and customer loyalty through the...
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| Format: | Article |
| Language: | fas |
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Shahid Sattari Aeronautical University
2020-02-01
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| Series: | مطالعات منابع انسانی |
| Subjects: | |
| Online Access: | http://www.jhrs.ir/article_103659_ac1fa98b41695dad951ba6cbeb27a9e3.pdf |
| _version_ | 1827304489533571072 |
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| author | Naser Asgari Hamed Heidari Seyed Mostafa Shakerian Maryam Moazami Goudarzi |
| author_facet | Naser Asgari Hamed Heidari Seyed Mostafa Shakerian Maryam Moazami Goudarzi |
| author_sort | Naser Asgari |
| collection | DOAJ |
| description | Background & Purpose: The ability to interact with customers effectively requires the identification of mental states and persuasion skill that can improve sales performance. This study aimed to explain the relationships between salesperson emotional intelligence and customer loyalty through the mediation of salesperson performance and customer value co-creation behavior. Methodology: This is an applied descriptive-correlational study, in which the statistical population included the salespersons working at 10 shopping centers in Tehran. The convenience sampling method was employed to select the statistical sample, whereas a questionnaire was used as the data collection tool. The path analysis model was then used through structural equation modeling (SEM) for hypothesis testing in AMOS. Findings: There were significant relationships between salesperson emotional intelligence and salesperson performance, between salesperson performance and customer loyalty, between salesperson emotional intelligence and customer value co-creation behavior, between customer value co-creation behavior and customer loyalty, and between salesperson emotional intelligence and customer loyalty through the mediation of salesperson performance and customer value co-creation behavior. Conclusion: Managers of shopping centers can enhance their salespeople’s emotional intelligence to improve customer loyalty by increasing salesperson performance and customer value co-creation behavior so that they can compete successfully with other shopping centers. |
| first_indexed | 2024-04-24T17:37:42Z |
| format | Article |
| id | doaj.art-cd64659b7d4c4715a0d94d3d0d56efb8 |
| institution | Directory Open Access Journal |
| issn | 2783-0624 |
| language | fas |
| last_indexed | 2024-04-24T17:37:42Z |
| publishDate | 2020-02-01 |
| publisher | Shahid Sattari Aeronautical University |
| record_format | Article |
| series | مطالعات منابع انسانی |
| spelling | doaj.art-cd64659b7d4c4715a0d94d3d0d56efb82024-03-28T04:31:06ZfasShahid Sattari Aeronautical Universityمطالعات منابع انسانی2783-06242020-02-0194255210.22034/jhrs.2020.103659103659Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation BehaviorNaser Asgari0Hamed Heidari1Seyed Mostafa Shakerian2Maryam Moazami Goudarzi3Associate Professor, Faculty of Management, Shahid Sattari Air University, Tehran, IranPh.D. in Infaormation Technology Management, Faculty of Management, Islamic Azad University, Science and Research Branch, Tehran, IranMSc Student of Marketing Management, Faculty of Management, Islamic Azad University, Qazvin Branch, Qazvin, IranMSc Student of Business Management, Faculty of Management, Islamic Azad University, Yadegere Emam Branch, Tehran, IranBackground & Purpose: The ability to interact with customers effectively requires the identification of mental states and persuasion skill that can improve sales performance. This study aimed to explain the relationships between salesperson emotional intelligence and customer loyalty through the mediation of salesperson performance and customer value co-creation behavior. Methodology: This is an applied descriptive-correlational study, in which the statistical population included the salespersons working at 10 shopping centers in Tehran. The convenience sampling method was employed to select the statistical sample, whereas a questionnaire was used as the data collection tool. The path analysis model was then used through structural equation modeling (SEM) for hypothesis testing in AMOS. Findings: There were significant relationships between salesperson emotional intelligence and salesperson performance, between salesperson performance and customer loyalty, between salesperson emotional intelligence and customer value co-creation behavior, between customer value co-creation behavior and customer loyalty, and between salesperson emotional intelligence and customer loyalty through the mediation of salesperson performance and customer value co-creation behavior. Conclusion: Managers of shopping centers can enhance their salespeople’s emotional intelligence to improve customer loyalty by increasing salesperson performance and customer value co-creation behavior so that they can compete successfully with other shopping centers.http://www.jhrs.ir/article_103659_ac1fa98b41695dad951ba6cbeb27a9e3.pdfemotional intelligencesalesperson performancecustomer value co-creationcustomer loyalty |
| spellingShingle | Naser Asgari Hamed Heidari Seyed Mostafa Shakerian Maryam Moazami Goudarzi Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior مطالعات منابع انسانی emotional intelligence salesperson performance customer value co-creation customer loyalty |
| title | Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior |
| title_full | Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior |
| title_fullStr | Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior |
| title_full_unstemmed | Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior |
| title_short | Modeling Relationships between Salesperson Emotional Intelligence and Customer Loyalty through Mediation of Salesperson Performance and Customer Value Co-Creation Behavior |
| title_sort | modeling relationships between salesperson emotional intelligence and customer loyalty through mediation of salesperson performance and customer value co creation behavior |
| topic | emotional intelligence salesperson performance customer value co-creation customer loyalty |
| url | http://www.jhrs.ir/article_103659_ac1fa98b41695dad951ba6cbeb27a9e3.pdf |
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