Pamela L. Perrewé is the Robert O. Lawton Distinguished Professor, the Haywood and Betty Taylor Eminent Scholar of Business Administration and Distinguished Research Professor at Florida State University, USA. She has focused her research interests in the areas of job stress, coping, organizational politics, emotion and personality. Dr. Perrewé has published over 35 book chapters and over 140 journal articles in journals such as Academy of Management Journal, Journal of Management, Journal of Applied Psychology, Organizational Behavior and Human Decision Processes, Journal of Organizational Behavior and Personnel Psychology. She has fellow status with Southern Management Association, the Society for Industrial and Organizational Psychology, the American Psychological Association, and the Association for Psychological Science. Peter D. Harms received his Ph.D. from the University of Illinois at Urbana-Champaign and is currently an Associate Professor of Management at the Culverhouse College of Business at the University of Alabama, USA. His research focuses on the assessment and development of personality, leadership, and psychological well-being. Dr. Harms has published over 90 journal articles and was selected as one of "100 Knowledge Leaders of Tomorrow" in 2011. He currently serves on the scientific advisory board of Hogan Assessment Systems and has engaged in research partnerships with the U.S. Army, the National Aeronautics and Space Administration (NASA), and the U.S. Department of Labor.

Industrial and organizational psychologists explore topics related to stress, coping, and well-being among people working in sales and marketing. Their topics are selling to all involved: a contingent model linking internal selling behavior to salesperson role stress and sales performance, stress and well-being at the consumer-employee interface, occupational stress and well-being of persuasion agents, leading the service-profit chain: how leaders' behavior can affect customer experience, a meta-analysis on positive psychology correlates of sales performance, customer service stress: a meta-analysis of customer mistreatment, and stress tolerance considerations for sales personnel.

• Introduction; Pamela L. Perrewé and Peter D. Harms Chapter 1.Selling to all Involved: A Contingent Model Linking Internal Selling Behavior to Salesperson Role Stress and Sales Performance; Yongmei Liu Chapter 2.Stress and Well-Being at the Consumer-Employee Interface; Bonnie Simpson, Madelynn Stackhouse, and Katherine White Chapter 3.Occupational Stress and Well-Being of Persuasion Agents; Andrew E. Wilson and Peter R. Darke Chapter 4.Leading the Service-Profit Chain: How Leaders' Behaviors Can Affect Customer Experience; E. Kevin Kelloway and Vanessa Myers Chapter 5.A Meta-Analysis on Positive Psychology Correlates of Sales Performance; Lisa L. Brady, Marcus Credé, Lukas Sotola, and Michael Tynan Chapter 6.Customer Service Stress: A Meta-Analysis of Customer Mistreatment; Maryana L. Arvan, Rachel C. Dreibelbis, and Paul E. Spector Chapter 7.Stress Tolerance Considerations for Sales Personnel; Michael Tapia, Kimberly S. Nei, Karen Fuhrmeister, and Matthew R. Lemming

Pamela L. Perrewé is the Robert O. Lawton Distinguished Professor, the Haywood and Betty Taylor Eminent Scholar of Business Administration and Distinguished Research Professor at Florida State University, USA. She has focused her research interests in the areas of job stress, coping, organizational politics, emotion and personality. Dr. Perrewé has published over 35 book chapters and over 140 journal articles in journals such as Academy of Management Journal, Journal of Management, Journal of Applied Psychology, Organizational Behavior and Human Decision Processes, Journal of Organizational Behavior and Personnel Psychology. She has fellow status with Southern Management Association, the Society for Industrial and Organizational Psychology, the American Psychological Association, and the Association for Psychological Science. Peter D. Harms received his Ph.D. from the University of Illinois at Urbana-Champaign and is currently an Associate Professor of Management at the Culverhouse College of Business at the University of Alabama, USA. His research focuses on the assessment and development of personality, leadership, and psychological well-being. Dr. Harms has published over 90 journal articles and was selected as one of "100 Knowledge Leaders of Tomorrow" in 2011. He currently serves on the scientific advisory board of Hogan Assessment Systems and has engaged in research partnerships with the U.S. Army, the National Aeronautics and Space Administration (NASA), and the U.S. Department of Labor.

Industrial and organizational psychologists explore topics related to stress, coping, and well-being among people working in sales and marketing. Their topics are selling to all involved: a contingent model linking internal selling behavior to salesperson role stress and sales performance, stress and well-being at the consumer-employee interface, occupational stress and well-being of persuasion agents, leading the service-profit chain: how leaders' behavior can affect customer experience, a meta-analysis on positive psychology correlates of sales performance, customer service stress: a meta-analysis of customer mistreatment, and stress tolerance considerations for sales personnel.

• Introduction; Pamela L. Perrewé and Peter D. Harms Chapter 1.Selling to all Involved: A Contingent Model Linking Internal Selling Behavior to Salesperson Role Stress and Sales Performance; Yongmei Liu Chapter 2.Stress and Well-Being at the Consumer-Employee Interface; Bonnie Simpson, Madelynn Stackhouse, and Katherine White Chapter 3.Occupational Stress and Well-Being of Persuasion Agents; Andrew E. Wilson and Peter R. Darke Chapter 4.Leading the Service-Profit Chain: How Leaders' Behaviors Can Affect Customer Experience; E. Kevin Kelloway and Vanessa Myers Chapter 5.A Meta-Analysis on Positive Psychology Correlates of Sales Performance; Lisa L. Brady, Marcus Credé, Lukas Sotola, and Michael Tynan Chapter 6.Customer Service Stress: A Meta-Analysis of Customer Mistreatment; Maryana L. Arvan, Rachel C. Dreibelbis, and Paul E. Spector Chapter 7.Stress Tolerance Considerations for Sales Personnel; Michael Tapia, Kimberly S. Nei, Karen Fuhrmeister, and Matthew R. Lemming

Pamela L. Perrewé is the Robert O. Lawton Distinguished Professor, the Haywood and Betty Taylor Eminent Scholar of Business Administration and Distinguished Research Professor at Florida State University, USA. She has focused her research interests in the areas of job stress, coping, organizational politics, emotion and personality. Dr. Perrewé has published over 35 book chapters and over 140 journal articles in journals such as Academy of Management Journal, Journal of Management, Journal of Applied Psychology, Organizational Behavior and Human Decision Processes, Journal of Organizational Behavior and Personnel Psychology. She has fellow status with Southern Management Association, the Society for Industrial and Organizational Psychology, the American Psychological Association, and the Association for Psychological Science. Peter D. Harms received his Ph.D. from the University of Illinois at Urbana-Champaign and is currently an Associate Professor of Management at the Culverhouse College of Business at the University of Alabama, USA. His research focuses on the assessment and development of personality, leadership, and psychological well-being. Dr. Harms has published over 90 journal articles and was selected as one of "100 Knowledge Leaders of Tomorrow" in 2011. He currently serves on the scientific advisory board of Hogan Assessment Systems and has engaged in research partnerships with the U.S. Army, the National Aeronautics and Space Administration (NASA), and the U.S. Department of Labor.

Industrial and organizational psychologists explore topics related to stress, coping, and well-being among people working in sales and marketing. Their topics are selling to all involved: a contingent model linking internal selling behavior to salesperson role stress and sales performance, stress and well-being at the consumer-employee interface, occupational stress and well-being of persuasion agents, leading the service-profit chain: how leaders' behavior can affect customer experience, a meta-analysis on positive psychology correlates of sales performance, customer service stress: a meta-analysis of customer mistreatment, and stress tolerance considerations for sales personnel.

• Introduction; Pamela L. Perrewé and Peter D. Harms Chapter 1.Selling to all Involved: A Contingent Model Linking Internal Selling Behavior to Salesperson Role Stress and Sales Performance; Yongmei Liu Chapter 2.Stress and Well-Being at the Consumer-Employee Interface; Bonnie Simpson, Madelynn Stackhouse, and Katherine White Chapter 3.Occupational Stress and Well-Being of Persuasion Agents; Andrew E. Wilson and Peter R. Darke Chapter 4.Leading the Service-Profit Chain: How Leaders' Behaviors Can Affect Customer Experience; E. Kevin Kelloway and Vanessa Myers Chapter 5.A Meta-Analysis on Positive Psychology Correlates of Sales Performance; Lisa L. Brady, Marcus Credé, Lukas Sotola, and Michael Tynan Chapter 6.Customer Service Stress: A Meta-Analysis of Customer Mistreatment; Maryana L. Arvan, Rachel C. Dreibelbis, and Paul E. Spector Chapter 7.Stress Tolerance Considerations for Sales Personnel; Michael Tapia, Kimberly S. Nei, Karen Fuhrmeister, and Matthew R. Lemming