Judith Anne Garretson Folse Source Confirmed

OverviewAI-generated summary

Judith Anne Garretson Folse's research centers on understanding and improving interpersonal dynamics and communication strategies within business-to-business (B2B) relationships. Her work investigates how factors such as trust, communication methods, and perceived transgressions influence customer satisfaction and overall relationship performance.

Folse has published studies examining the comparative effects of emotions like gratitude and indebtedness in B2B contexts. She also explores the impact of salesperson trust overestimation on customer satisfaction and relationship outcomes. Her research delves into effective communication tactics, particularly in the aftermath of service failures or "dropping the ball," considering both digital and non-digital formats. Additionally, she has investigated the role of online chat interactions in satisfying customers through dialogical engagement and has examined the effectiveness of messaging strategies during public health crises, such as the COVID-19 pandemic, with implications for social marketing.

With an h-index of 25 and over 2,400 citations from 49 publications, Folse is recognized as a highly cited researcher. She leads a research group focused on these areas of marketing and consumer behavior.

Metrics

• h-index: 25
• Publications: 49
• Citations: 2,467