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首页> 外文期刊>International Journal of Research in Marketing >Exploring the role of self- and customer-provoked embarrassment in personal selling
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Exploring the role of self- and customer-provoked embarrassment in personal selling

机译：探索自我和客户引起的尴尬在个人销售中的作用

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摘要

We investigate the role that embarrassment, a self-conscious emotion, plays within a selling context. First, we consider what SC-emotions in general are and whether embarrassment might have positive as well as negative impacts on selling behavior. Next, we examine how embarrassment differs from sales call anxiety (SCA). The results show that embarrassment is manifest as an awkward, abashed chagrin provoked either by what a salesperson does that is inappropriate (self-provoked embarrassment) or what a customer does that is inappropriate or offensive to a salesperson (customer-provoked embarrassment). Self- and customer-provoked embarrassment each induce distinct coping responses and both diminish adaptive resource utilization during interactions with customers; this in turn promotes avoidance of future contact with the customer (especially for customer-provoked embarrassment). Implications of the research for practitioners are discussed.
机译：我们调查尴尬，一种自我意识的情绪在销售环境中扮演的角色。首先，我们考虑一般而言，SC情感是什么，以及尴尬对销售行为既有正面影响又有负面影响。接下来，我们研究尴尬与销售电话焦虑（SCA）有何不同。结果表明，尴尬表现为尴尬，生气勃勃的烦恼，要么是由于销售人员的不当行为（自发的尴尬），要么是客户所做的不恰当或冒犯销售人员的行为（由客户引起的尴尬）。自我和由客户引起的尴尬都会引起独特的应对反应，并且在与客户互动时都会降低自适应资源的利用率。反过来，这有助于避免与客户未来的联系（尤其是由于客户引起的尴尬）。讨论了该研究对从业者的意义。

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