Judith Anne Garretson Folse
This is a likely match — the affiliation was inferred from OpenAlex, ORCID, and web sources but has not been fully confirmed. Treat with appropriate caution.
Researcher
Also affiliated: Louisiana State University (2006–2022)
Faculty Researcher
Research Areas
Links
Biography and Research Information
OverviewAI-generated summary
Judith Anne Garretson Folse's research focuses on understanding communication dynamics and relationship performance in business-to-business (B2B) contexts. Her work investigates how factors such as trust, communication methods, and salesperson transgressions influence customer satisfaction and overall relationship outcomes.
Her publications examine the comparative effects of emotions like gratitude and indebtedness in B2B relationships, and the impact of a salesperson's overestimation of trust on customer satisfaction. Folse also studies how businesses can effectively recover from service failures, exploring the use of both digital and non-digital communication formats to address "dropping the ball" scenarios. Additionally, her research delves into the role of online chat interactions in satisfying customers through dialogical engagement, and the effectiveness of messaging strategies during critical periods, such as pandemics, with implications for social marketing.
Folse holds a designation as a highly cited researcher, with an h-index of 25 and over 2,400 citations across her 49 publications. She leads a research group and remains actively publishing, with her most recent work appearing in 2025.
Metrics
- h-index: 25
- Publications: 49
- Citations: 2,594
Selected Publications
-
Online chat encounters: Satisfying customers through dialogical interaction (2025)
-
Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions (2024)
-
Examining the Effectiveness of Messaging During a Pandemic: Implications for Social Marketing (2022)
-
We are not on the same page: The effects of salesperson trust overestimation on customer satisfaction and relationship performance (2022)
Collaboration Network
Top Collaborators
- We are not on the same page: The effects of salesperson trust overestimation on customer satisfaction and relationship performance
- Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions
- Online chat encounters: Satisfying customers through dialogical interaction
- We are not on the same page: The effects of salesperson trust overestimation on customer satisfaction and relationship performance
- Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions
- We are not on the same page: The effects of salesperson trust overestimation on customer satisfaction and relationship performance
- Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions
- Communicating with B2B buyers after “Dropping the Ball”: Using digital and non-digital communication formats to recover from salesperson transgressions
- Online chat encounters: Satisfying customers through dialogical interaction
- Online chat encounters: Satisfying customers through dialogical interaction
- Examining the Effectiveness of Messaging During a Pandemic: Implications for Social Marketing
- Examining the Effectiveness of Messaging During a Pandemic: Implications for Social Marketing
Similar Researchers
Based on overlapping research topics