Publicado Sep 20, 2016



PLUMX
Almetrics
 
Dimensions
 

Google Scholar
 
Search GoogleScholar
Descargas


Jean David Polo Vargas

Milton Jose Zambrano Curcio

Andres Muñoz Alvis

Jorge Luis Velilla Guardela

##plugins.themes.bootstrap3.article.details##

Resumen

La inteligencia emocional es uno de los conceptos que ha empezado a transformar el mundo empresarial gracias a los avances en el reconocimiento y el manejo de las emociones. Este es un campo que permitirá la elaboración de estrategias para robustecer los procesos de desarrollo organizacional. El presente artículo de investigación bibliográfica, sistematiza y aporta a la producción científica sobre el concepto de inteligencia emocional y sus potenciales aplicaciones al proceso de ventas. El objetivo de este estudio fue el de conceptualizar acerca del rol que puede jugar la percepción de los distintos estados emocionales en el proceso de ventas y cómo esto puede ayudar a mejorar el rendimiento empresarial.

Keywords

inteligencia emocional, percepción emocional, proceso de ventas, rendimientoemotional intelligence, emotional perception, sale process, performance

References
Acar, F. P. (2010). Analyzing the effects of diversity perceptions and shared leadership on emotional conflict: a dynamic approach. International Journal of Human Resource Management, 21(10), 1733-1753.
Ahearne, M., Jelinek, R., & Jones, E. (2007). Examining the Effect of Salesperson Service Behavior in a Competitive Context, Journal of the Academy of Marketing Science, 35, 603-616.
Ambler, T., Braeutigam, S., Stins, J., Rose, S., & Swithenby, S. (2004). Salience and choice: neural correlates of shopping decisions. Psychology and Marketing, 21(4), 247-261.
Ather, M., & Bano, M. (2013). Emotional Intelligence and Personality Traits among University Teachers: Relationship and Gender Differences. International Journal of Business and Social Science, 4(17), 253-259.
Axelrod, R. (1984). The Evolution of Cooperation. New York: Basic Books.
Bagozzi, R., Gopinath, M., & Nyer, U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27, 184-206.
Biggart, N., & Delbridge, R. (2004). “Systems of Exchange”. Academy of Management Review, 29(1), 28–49.
Bommer, W., Johnson, J., Rich, A., Podsakoff, P., & MacKenzie, S. (1995). On the Interchangeability of Objective and Subjective Measures of Employee Performance: A Meta-Analysis. Personnel Psychology, 48(3), 587–605.
Boorom, M., Goolsby, J., & Ramsey, R. (1998). Relational Communication Traits and Their Effect on Adaptiveness and Sales Performance. Journal of the Academy of Marketing Science, 26, 16–30.
Briñol, P., Gandarillas, B., Horcajo, J., & Becerra, A. (2010). Emoción y metacognición: Implicaciones para el cambio de actitud. Revista de Psicología Social, 25, 157-183.
Brown, S., Cron, W., & Slocum, J. (1997). Effects of goal-directed emotions on salesperson volitions, behavior and performance: a longitudinal study. Journal of Marketing. 61, 39-50.
Chopra, P., & Kanji, G. (2010). Emotional Intelligence. A catalyst for inspirational leadership and management excellence. Total quality management, 21(10), 971-1004.
Clopton, S., Stoddard, J., & Clay, J. (2002). Salesperson Characteristics Affecting Consume Complaint Responses. Journal of Consumer Behavior, 1, 124- 139.
Contreras, F., Barbosa, D., & Espinoza, J. (2009). Personalidad, inteligencia emocional y afectividad en estudiantes universitarios de áreas empresariales Implicaciones para la formación de líderes. Revista Diversitas-perspectivas en psicología, 6(1), 65-79.
Cortés, J., Barragán, C., & Vásquez, M. (2002). Perfil de inteligencia emocional: construcción, validez y confiabilidad. Salud mental, 25(5), 50-60.
Croson, R., & Glick, S. (2001). Reputations in Negotiations. In S. Hoch & H. Kunreuther (Eds.), Wharton on Making Decisions. (pp. 177-186). New York: Wiley.
Curhan, J., Elfenbein, H., & Xu, H. (2006). What do people value when they negotiate? Mapping the domain of subjective value in negotiation. Journal of Personality and Social Psychology, 91, 493-512.
Deighton, J., & Narayandas, D. (2004). Commentary on ‘Evolving to a New Dominant Logic for Marketing. Journal of Marketing, 68, 18-27.
Drolet, A., & Morris, M. (2000). Rapport in conflict resolution: Accounting for how face-to-face contact fosters mutual cooperation in mixed-motive conflicts. Journal of Experimental Social Psychology, 36, 26-50.
Duffy, J. (2007). Empathy, Neutrality and Emotional Intelligence: A Balancing Act for the Emotional Einstein. Queensland University of Technology Law and Justice Journal. 186, 18(3), 44-61.
Dunlap, B., Dotson, M., & Chambers, T. (1988). Perceptions of Real-Estate Brokers and Buyers: A SalesOrientation, Customer-Orientation Approach, Journal of Business Research, 17, 175-188.
Eagly, A. H. & Chaiken, S. (1998). Attitude structure and function. En D. T. Gilbert, S. T. Fiske and G. Lindzey (Eds.), The Handbook of Social Psychology (4th edn., Vol. 1, pp. 269-322). New York: McGraw-Hill.
Ekman, P. (1992). Are they basic emotions? Psychological review, 99, 550-553.
Ekman, P. (1994). All emotions are basic. The nature of emotion: fundamental questions. New York: Oxford University Press.
Ekman, P. (1999). Basic emotions. Handbook of cognition and emotion. New York: Wiley.
Ekman, P. (2003). Darwin, deception, and facial expression. Annals of the New York Academy of Sciences, 1000, 205-221.
Extremera, N., & Fernández-Berrocal, P. (2004). Inteligencia emocional, calidad de las relaciones interpersonales y empatía en estudiantes universitarios. Clínica y Salud. 15(2), 117-137.
Fortgang, R., Lax, D., & Sebenius, J. (2003). Negotiating the spirit of the deal. Harvard Business Review, 1(9), 3-11.
García-Izquierdo, A., Ramos-Villagrasa, P., & GarcíaIzquierdo, M. (2009). Los Big Five y el Efecto Moderador de la Resistencia en el Agotamiento Emocional. Revista de Psicología del Trabajo y de las Organizaciones, 25, 135-147.
Gardner, H. (1983). Frames if mind. The theory of multiples intelligences. Basic Books. New York.
Gopalan, N., Culbestron, S., & Leiva, P. (2012). Explaining Emotional Labor’s Relationships with Emotional Exhaustion and Life Satisfaction: Moderating Role of Perceived Autonomy. Universitas psychologica, 12, 347-356.
Greenberg, J., & Colquitt, J. (2005). The handbook of organizational justice. Mahwah, NJ: Erlbaum.
Hassan, J., & Mohsen, J. (2012). Management: a study of an organizational culture and the relationship between emotional intelligence and communication effectiveness. Journal of management research, 41(1), 1-14.
Humphrey, R. (2013). The Benefits of Emotional Intelligence and Empathy to Entrepreneurship. DE GRUYTER, 3(3), 287-294. http://dx.doi. org/10.1515/erj-2013-0057.
Ingram, T., Schwepker, C., & Hutson, D. (1992).Why Salespeople Fail. Industrial Marketing Management. 21, 225-231.
Ioannidou, F., & Konstantikaki, V. (2008). Empathy and emotional intelligence: What is it really about? International Journal of Caring Sciences, 1(3) 118-123.
Javela, L., & Botero, M. (2008). El fenómeno del cliente leal como una relación social: un estudio con vendedores ambulantes de café en la ciudad de Ibagué. Univesitas psichologica, 8, 183-198
Kernbach, S.T., & Schutte, N. (2003). Emotional Intelligence of service providers as a determinant of transaction-specific customer satisfaction. Australian Journal of Psychology, 55, 188-189.
Kidwell, B., McFarland, R., & Avila, R. (2007). Perceiving emotion in the buyer-seller interchange: the moderated impact on performance. Journal of Personal Selling & Sales Management, 27(2), 119-132.
Krishnan, B., Netemeyer, R., & Boles, S. (2002). SelfEfficacy, Competitiveness, and Efforts as Antecedents of Salesperson Performance. Journal of Personal Selling & Sales Management, 22(4), 285-295.
Lopes, P., Salovey. P., Cote, S., Beers, M., & Petty, R. (2005). Emotion regulation abilities and the quality in social interaction. Emotion, 5, 113-118.
Mannix, E., Tinsley, C., & Bazerman, M. (1995). Negotiating over time: Impediments to integrative solu tions. Organizational Behavior & Human Decision Processes, 62, 241-251.
Mayer, J., & Salovey, P. (1997). What is emotional intelligence? New York: Basic Books.
Mayer, J. D., Salovey, P., & Caruso, D. R. (2002). “Mayer–Salovey–Caruso Emotional Intelligence Test (MSCEIT)” item booklet. Canada: MHS Publishers.
Mueller, J., & Curhan, J. (2006). Emotional Intelligence and counterpart mood induction in a negotiation. International journal of conflict management, 17(2), 110-128.
Nawin, N., Redzuan, M., & Hamsan, H. (2012). Inter Relationship between Emotional Intelligence and Personality Trait of Educator Leaders. International Journal of Academic Research in Business and Social Sciences, 2(5), 223-237.
Oliver, R.L., Balakrishnan, P.V., & Barry, B. (1994) Outcome satisfaction in negotiation: a Test of expectancy disconfirmation. Organizational Behavior and Human Decision Processes, 60, 252-275.
Palmer, B., Gignac, G., Manocha, R., & Stough, C. (2005). A psychometric evaluation of the Mayer– Salovey–Caruso Emotional Intelligence Test Version 2.0. Intelligence, 33, 285-305.
Perestelo-Perez, L. (2013). Standards on how to develop and report systematic reviews in psychology and health. International Journal of Clinical and Health Psychology, 13(1), 49–57.
Plouffe, C., Holmes, Y., & Beuk, F. (2013). Testing an enhanced, Process-Based View of The sales Process. Journal of Personal Selling & Sales Management, 33(2), 141-163.
Plouffe, C., Hulland, J., & Wachner, T. (2009). Customer-Directed Selling Behaviors and Performance: A Comparison of Existing Perspectives. Journal of the Academy of Marketing Science, 37(4), 422-439.
Plouffe, C., Sridharan, S., & Barclay, D.(2010). Exploratory Navigation and Salesperson Performance: Investigating Selected Antecedents and Boundary Conditions in High-Technology and Financial Services Contexts. Industrial Marketing Management, 39(4), 538-550.
Polo-Vargas, J. D., Palacio Sañudo, J. E., De Castro Correa, A. M., Mebarak Chams, M. R., & Velilla Guardela, J. L. (2013). Riesgos psicosociales: la psicología organizacional positiva como propuesta de promoción, prevención e intervención. Salud Uninorte, 29(3), 561-575.
Pruitt, D. G., & Rubin, J. Z. (1986). Social conflict: Escalation, stalemate, and settlement. New York: McGraw-Hill.
Rich, G., Bommer, W., MacKenzie, S., Podsakoff, P., & Johnson, J. (1999). Apples and Apples or Apples and Oranges? A Meta-Analysis of Objective and Subjective Measures of Salesperson Performance. Journal of Personal Selling & Sales Management, 19(4), 41-52.
Rodríguez, U., & Suárez, Y. (2012). Relación entre inteligencia emocional, depresión y rendimiento académico en estudiantes de psicología. Psicogente, 15(28), 348-359.
Rodríguez, U., Amaya, A., & Argota, A. (2011). Inteligencia emocional y ansiedad en estudiantes universitarios. Psicogente, 14(26), 310-320.
Ruetti, E., Mustaca, A., & Bentosela, M. (2008). Memoria Emocional: Efectos De La Corticosterona Sobre Los Recuerdos. Revista Latinoamericana de Psicología, 40(3), 461-474.
Salazar, C. (2011). La neurociencia del consumidor como horizonte de investigación, conceptos y aplicaciones. Un enfoque paradigmático. Universidad & Empresa, 21, 143-166.
Salanova, M., Schaufeli, W.B. (2009). El engagement en el trabajo. Cuando el trabajo se convierte en pasión. Madrid: Alianza Editorial.
Salovey, P., & Grewal, D. (2005). The science of emotional intelligence. American Psychological Society, 14(6), 330-339.
Saxe, R., & Weitz, B. (1982). The SOCO scale: A measure of the customer orientation of salespeople. Journal of Marketing Research, 19, 343-351.
Schuster, C., & Danes, J. (1986). Asking Questions: Some Characteristics of Successful Sales Encounters. Journal of Personal Selling & Sales Management, 6 (1), 17-28.
Sitser, T., van der Linden, D., & Born, M. Ph. (2013). Predicting Sales Performance Criteria with Personality Measures: The Use of the General Factor of Personality, the Big Five and Narrow Traits, Human Performance, 26(2), 126-149, doi:10.1080/ 08959285.2013.765877
Spence, J., & Helmreich, R. (1983). Achievement-related motives and behavior. In J. T. Spence (Ed.) Achievement and Achievement Motives: Psychological Approaches (pp. 7-74). San Francisco: Freeman.
Spiro, R., & Weitz, A. (1990). Adaptive Selling: Conceptualization, Measurement, and Nomological Validity. Journal of Marketing Research, 27(1), 61-69.
Thomas, R., Soutar, G., & Ryan, M. (2001). The Selling Orientation–Customer Orientation (S.O.C.O.) Scale: A Proposed Short Form. Journal of Personal Selling & Sales Management, 21(1), 63-69.
Trujillo, M., & Rivas, L. (2008). Emotional intelligence model for directors of research centers in Mexico. Estudios Gerenciales, 24(106), 13-30.
Vecchiato, G.; Astolfi, L.; De Vico Fallani, F.; Toppi, J.; Aloise, F., Bez, F.,… Babiloni, F. (2011) On the Use of EEG or MEG Brain Imaging Tools in Neuromarketing Research. Computational intelligence and neuroscience, 2011, doi: 10.1155/2011/643489
Verbeke, W., Belschak, F., & Bagozzi, R. (2004). The Adaptive Consequences of Pride in Personal Selling. Journal of the Academy of Marketing Science, 32(4), 386-402.
Walton, R., E., Cutcher-Gershenfeld, J. E., & McKersie, R. B. (1994). Strategic negotiations: Theory of change in labor-management relations. Cambridge, MA: Harvard Business School Press.
Wang, G., & Netemeyer, R. (2002). The Effects of Job Autonomy, Customer Demandingness, and Trait Competitiveness on Salesperson Learning, SelfEfficacy, and Performance. Journal of the Academy of Marketing Science, 30(3), 217-228.
Weitz, B., Sujan, H., & Sujan, M. (1986). Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness. Journal of Marketing, 50, 174-191.
Cómo citar
Polo Vargas, J. D., Zambrano Curcio, M. J., Muñoz Alvis, A., & Velilla Guardela, J. L. (2016). Inteligencia emocional y percepción de las emociones básicas como un probable factor contribuyente al mejoramiento del rendimiento en las ventas: Una investigación teórica. Universitas Psychologica, 15(2), 73-86. https://doi.org/10.11144/Javeriana.upsy15-2.iepe
Sección
Artículos