A process model of buyer responses to salesperson transgressions and recovery efforts: the impact of salesperson orientation

Despite the damaging effects often associated with salesperson transgressions, our understanding of how buyers respond to these transgressions and the recovery efforts that typically follow is limited. The authors address this shortcoming across two studies of professional buyers. In the first, the authors examine buyers’ responses to salesperson ethical and service transgressions as moderated by their perceptions of the salesperson (i.e....