Customer demandingness and salesperson’s performance: a meta-analytic examination
Customer demandingness is a critical concept in sales research, potentially influencing a salesperson’s performance in complex ways. One perspective suggests a negative impact, while another sees the potential for a positive effect. To clarify this paradox, a meta-analysis was conducted, synthesizin...
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| Format: | article |
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2025
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| Online Access: | http://hdl.handle.net/10725/17470 https://doi.org/10.1080/08853134.2025.2566039 http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php https://www.tandfonline.com/doi/full/10.1080/08853134.2025.2566039 |
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| Summary: | Customer demandingness is a critical concept in sales research, potentially influencing a salesperson’s performance in complex ways. One perspective suggests a negative impact, while another sees the potential for a positive effect. To clarify this paradox, a meta-analysis was conducted, synthesizing over 20 years of research on customer demandingness. This study proposes a model examining the effects of customer demandingness on job performance, mediated by felt stress and job engagement. The findings reveal a dual impact: customer demandingness affects job performance both directly and indirectly through mediating processes involving salesperson job engagement and felt stress. Customer demandingness is a challenging stressor because the positive indirect effect of customer demandingness on salesperson performance through job engagement is stronger than its negative indirect effect through felt stress. |
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