احساسات و تمایل به ترک فروشنده: اثرات هوش هیجانی و انعطاف پذیری

In view of the need to broaden knowledge on how to more successfully retain valuable salespeople, and the fact that B2B selling jobs are not the same across the board, this paper, while controlling the type of selling situation, analyzes the influence of two emotional skills (i.e. emotional intelligence and resilience) on salesperson propensity to leave their organization, both directly and indirectly, through their impact on work–family conflict and emotional exhaustion. The moderating effect of servant leadership perceived by salespeople on the relationship between emotional exhaustion and intention to leave is also addressed. Information provided by 209 salespeople from 105 enterprises from various industries confirms the hypotheses put forward and highlights the importance of encouraging the development of emotional skills as a way of alleviating work stress and reducing salesperson turnover. In addition, the results confirm the contribution of servant leadership towards reducing the effect of emotional exhaustion on salesperson intention to leave.