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Although the role of emotions in buyer–seller exchanges is important, it remains understudied, especially in the business-to-business selling context. This paper aims to provide insights into the role of the salespeople’s ability to appraise emotions (EA ability) and its effects on job-related outcomes in a transaction-oriented environment.

Multi-source data were gathered from 152 salespeople working for a financial service firm. Customer service and sales performance ratings were reported by supervisors. Hypotheses were tested through structural equation modeling using AMOS.

The study finds contrasting effects of EA ability on sales performance in the firm’s transaction-oriented environment. On the one hand, EA ability motivates better salesperson customer service, which then increases their sales performance. On the other hand, EA ability enhances emotional exhaustion, which detracts from sales performance.

Sales managers should consider the ability of new hires to appraise emotions when determining their fit with the job and the organization. Training programs that develop salesperson emotional abilities should be comprehensive as it may be detrimental to be high in EA ability without the skills to regulate or use emotions.

The study is one of the first to consider the effects of emotional abilities in the context of a transaction-oriented environment. By focusing specifically on EA ability, the study provides greater understanding of the influences of the individual components of emotional intelligence, rather than salesperson’s overall capacity for emotional intelligence.

This study aims to examine the ramifications of an unfavorable public incident resulting from an organizational leader’s transgression on member outcomes and their intentions to purchase associated symbolic products as gifts. This study also considers how members’ attributions of organizational control affect the relationship between members’ organizational identification and their purchase behavior.

The study applies a longitudinal design involving two rounds of data collection over two years to examine a case of leadership transgression. Using the customer panel of a privately owned retailer, sorority members were surveyed before and after an unfavorable public incident involving their president. This study applied t-tests of mean differences and regression analyses to test the hypotheses.

After the leader’s transgressions were publicized, sorority members exhibited lower levels of cognitive organizational identification, satisfaction with the organization and purchase intention of organizational gifts. The association between cognitive organizational identification and gift purchase intentions was stronger after the incident. Further, controllability attributions positively moderated the association between cognitive organizational identification and the intended purchase quantity of organizational products after the incident.

The sample limits the generalizability of the findings, as the study is conducted on one case of a leader’s transgression in an identity-based organization (IBO).

The findings imply that efforts to repair customer identification should be taken rather than satisfaction enhancement when a leader of an IBO commits a public transgression.

To the best of the authors’ knowledge, this is the first study to apply identity threat theory to understand how an organizational leader’s public transgression affects member outcomes and purchasing. The findings imply that it is critical to repair members’ identification when these situations arise. The use of a real case and a longitudinal research design are rare contributions to this research stream.

Researchers and practitioners have traditionally maintained that organizational buying requires rational decision-making. However, individuals at organizations make decisions daily applying a confluence of rationalizations and emotions. This study aims to address the roles of personal feelings, facts and emotional advertising content in the organizational decision-making process.

In two studies, the authors apply both qualitative and quantitative methods to explore emotional and cognitive reactions to advertising. In Study 1, depth interviews were conducted with marketing and advertising content developers from a Fortune 100 technology company. In Study 2, a web-based survey was sent out to a Fortune 100 company’s buyer panel.

Results suggest that advertising using emotion-based themes helps to foster brand engagement tendencies and advocacy for a brand. Findings also demonstrate that organizational status (C-level executive’s vs non-C-level employees) moderates the relationship between buyers’ reliance on facts and their receptivity to advertising using emotion-based themes, such that reliance on facts increases the appeal of emotional advertising.

This research contributes to the organizational buying literature by addressing the dearth of research on the role of emotions in organizational decision-making and providing insight into the role of advertising in business-to-business (B2B) decision-making.

These results imply that advertising incorporating emotion-based themes provide meaningful information to B2B buyers and is especially effective when targeted at buyers at higher levels in an organization.

B2B buying behavior has traditionally been considered a rational undertaking. This research explores how decision-making orientation and the presence of advertising using emotion-based themes help to foster engagement and advocacy for the brand.

The aim of this paper is to present a new framework for the evaluation of satisfaction in continually delivered business services (CDBS) contexts based on applicable theoretical perspectives and extant empirical research.

The paper first describes and justifies the importance of the CDBS context. Then, a literature review of CDBS satisfaction research over the past ten years is presented and utilized in conjunction with theoretical insights from expectancy disconfirmation theory and social exchange theory to develop conceptual definitions, a general conceptual framework, and research propositions.

The resulting conceptual framework focuses on global CDBS provider satisfaction as the outcome of three more specific satisfaction assessments: service satisfaction (driven by the actual performance of the service), economic satisfaction (driven by the customers’ economic outcomes from the exchange relationship) and social satisfaction (driven by the customers’ social outcomes and interactions in the exchange relationship).

The study is the first to develop a framework of satisfaction for the CDBS context and presents propositions to guide future satisfaction research. The conceptual framework leverages insights from two existing models of satisfaction formation: expectancy disconfirmation (which provides deeper insight on service satisfaction) and social exchange theory (which provides deeper insights on social and economic satisfaction). The integration of these two models results in a more comprehensive view of satisfaction formation in the CDBS context than by using either model separately.

The primary goal of this study is to examine how services advertising strategy relates to the prevalence of minority portrayals in magazine advertisements.

The paper uses a content analysis method. Over 1,000 advertisements were collected, and 455 were employed in the study. Chi‐square difference tests were used to test hypotheses. A second sample was collected to verify some initial findings.

It was found that minority models were more likely to appear in advertisements for services than in advertisements for goods. Differences were also found across types of services. Asian models were overrepresented in advertisements for technologies, a product category with a strong services influence.

Emphasis was placed on portrayals of African‐Americans and Asians, so findings are most directly applicable to these groups. The generalizability of the results may be limited to the types of publications from which the sample was drawn.

Given the frequency of minority portrayals in advertisements for services, especially for particular types of services, managers must consider implementing this approach to reach these customer groups. Those already implementing portrayals of minority models must be mindful of the negative effects of stereotyping.

The paper considers services advertising strategy in light of changes in the make‐up of the US population. It applies the same theoretical approach to explain differences in the frequency of minority portrayals in services advertising versus goods advertising, and across different types of services.

The study seeks to examine two variables of interest to marketers in the area of services advertising, ethnicity and service involvement. The goal of this study is to investigate the relative effectiveness of ethnic‐targeting in services advertising, specifically, Hispanic‐targeted advertising. The purpose of this research is to understand what types of services can benefit from Hispanic‐targeted service advertising and develop practical implications for practitioners trying to spend advertising dollars more efficiently.

The impact of the advertising model's ethnicity on post‐exposure attitude toward high and low involvement service brands was explored.

The results of this quasi‐experimental study suggest that appealing to strong Hispanic identifiers may be highly desirable in terms of creating favorable attitudes toward service brands when advertising low involvement services, where, by definition, the consumer does not engage in intensive decision making and considers few attributes. Since few attributes are evaluated, obvious attributes such as ethnicity can easily influence choice. Finally, the findings of this study suggest that employing Hispanic‐targeted advertising may not be an effective strategy in promoting high‐involvement services since consumers consider more attributes and, therefore, ethnicity does not play a major role.

Of interest to marketers in the area of services advertising, ethnicity and service involvement.

This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.

This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context.

Emotional sales and advertising practices have tended to be used best in B2C sales. Yet new research is showing how these same practices are hugely beneficial in B2B sales as well.

The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

My goal is to describe my life in marketing over more than 36 years and to help readers better understand (from my personal perspective) the history of marketing. I also aim to lift the curtain on some aspects of service within the marketing community.

This paper is an autobiographical sketch. It describes some key moments in my career, as well as describing how my most cited articles came to be written. It emphasizes the contextual factors at work in different periods, so readers can better understand how and why my research evolved in certain ways. I aim to convey the nature and variety of career experiences that were (and are) open to marketing academics. I discuss my experiences at the Journal of Marketing and the Marketing Science Institute.

Marketing changed rapidly between 1974 and 2017. Although change can be uncomfortable, I urge marketers to seek exposure to new ideas and practices; they are essential to learning and growth. Unexpected opportunities will come along and an alert individual can learn much from them. My time in industry was a learning experience for me. There are many kinds of interesting and successful careers.

The marketing field advances, not by the work of a single individual, but from the accumulated work of the entire marketing community. Everyone has a role to play. I encourage each individual to look for ways to contribute. I offer thoughts on how to build a research career based on my own experience.

My thoughts may shed some light on the experiences of a woman academic and the globalization of marketing academia between 1974 and 2017.

My hope is that this paper contributes to a better understanding of the history of marketing, when it is considered together with other articles on this topic. It may also be useful to people who are embarking upon a career, as well as those seeking to understand the work of earlier marketing scholars.