Emotional Calibration and Salesperson Performance
研究提出情绪自我效能感（ESE）与情绪智力的交互作用（即情绪校准）影响销售绩效，发现销售人员对情绪技能过度自信或自信不足都会损害绩效，只有在校准状态下表现最佳，且这种效应在压力下减弱，并通过促进平静和放松情绪改善客户关系，但仅适用于任职时间较长的销售人员。
The authors propose that the emotional intelligence–sales performance link can be better understood by considering a salesperson’s confidence in how they use emotions, known as emotional self-efficacy (ESE). Four multisource studies across diverse sales industries offer evidence of the interactive effect of a salesperson’s emotional intelligence and ESE—which the authors term “emotional calibration”—on salesperson performance. They find that sales performance suffers when salespeople are either overconfident or underconfident in their emotional skills and that salespeople perform best when they are calibrated. Further, the authors demonstrate that the performance gains associated with emotional calibration (1) are attenuated when salespeople are under stress and (2) occur because emotional calibration encourages positive avoidance emotions (calmness and relaxation) among salespeople that result in improved customer rapport, but only among salespeople with relatively longer job tenures. Overall, the research highlights the critical role of ESE as an essential but neglected aspect of a salesperson’s emotional competence.