This study examined real world sales negotiations. We collected data in collaboration with a large Taiwanese eyeglasses company. Our data showed that the higher the first offers (made from either side) the higher the store profit for the final deal, but this effect was lessened when the had a...

We collected a sample of 167 employees from the travel agency industry in Taiwan a few weeks after a tragic incident that involved the loss of twenty-two individuals from two travel groups due to large-scale landslides. We predicted, and found, that the more the respondents empathized with the...

When companies have service failures, they need to not only fix the actual problem but also to communicate with customers in ways that do not damage the relationship. This study examines whether people with different cultural orientations react differently to the communications that attack or...