As evidenced by a special issue on this in the Journal of Marketing, researchers are focusing their attention on marketing for a better world. An important part of this focus is improving the emotional wellbeing of salespeople: a large part of the workforce of most economies. Abusive supervision, because it is commonplace, significantly damages the emotional wellbeing of salespeople. Not only does it damage emotional wellbeing, but in addition it compromises resources salespeople need to cope with this damage. Recognizing this double whammy highlights the need to identify coping resources that are depletion proof, so can serve to replenish coping resources that are depleted by abusive supervision. In this research we focus on an element of emotional intelligence, emotional regulation, and show that it is depleted by abusive supervision and that it enhances job satisfaction. We then evaluate the strategy of reappraisal--finding a different way to appraise situations that trigger emotions as a way of managing emotional reactions--for its effect on emotional regulation. We find that it enhances emotional regulation. We also find that it is not depleted as a result of abusive supervision. We identify in our research, taking a resource deployment, depletion and replenishment perspective, a resource that is not depleted by abusive supervision and that permits sales employees to cope with the abuse. While our goal in this research certainly is to tout reappraisal as a depletion proof strategy for coping with abuse, our broader goal is through a framework of viewing abuse in terms of deployment, depletion and replenishment to suggest a focus in future research on identifying an arsenal of depletion proof resources.
Abusive Sales Supervision: a Resource Deployment, Depletion and Replenishment Perspective