Empathy and the salesperson: A multidimensional perspective

摘要: Prior studies of empathy have yielded conflicting findings regarding the effectiveness in improving salesperson performance. This article integrates a multidimensional conceptualization from psychology literature with existing theory marketing to suggest that perspective taking, empathic concern, emotional contagion, and controlling behaviors will differentially effect Responses survey business-to-business salespeople indicate has both positive negative effects. Implications are explored. © 1995 John Wiley & Sons, Inc.