Contributors
Articles by Shi, Huanhuan
Mangus, Stephanie M.; Shi, Huanhuan; Folse, Judith Anne Garretson; Jones, Eli; Sridhar, Shrihari
Modern salespeople have myriad options to engage with customers. We hypothesized that the communication format may amplify or reduce the probability of resolving salesperson transgressions that occur during the sales process. While previous research has explored what to say post-transgression, our research explores which communication format is most effective in accomplishing successful post-transgression recovery and repair in the buyer-seller relationship.
