Biography

Susan Hogan joined the Goizueta Business School faculty as an Assistant Professor of Marketing in Fall 2001. Her research primarily focuses on understanding relationships between individuals within business-to-business contexts (e.g., salesperson to customer). Her recent research looks at how level of personal responsibility accepted for bad news affects the customer's perceptions of both the agent and the agent's employer, the principal. Another research project concerns whether customers will forgive a bad customer experience, either caused by the customer's primary contact or the company operations as a whole, if the outcome turns out as they had hoped. She also is conducting research on how a positive customer experience with the primary customer contact (the seller) or the seller's company will compensate, in the customer's mind, for a less than satisfactory outcome.

Prior to attending The Wharton School for her PhD, Professor Hogan worked for the IBM Corporation for 10 years. Her various positions were in the areas of sales and marketing, working directly with both IBM's corporate and channel partners.

Publications

• The Two Faces of Accountability: How Responsibility Acceptance and the Threat of Accountability Influence Principal and Agent Evaluations, American Marketing Association Winter Educators'' Conference Proceedings, February 2003
• Shooting the Principal while Embracing the Agent: How Responsibility Acceptance Influences Principal and Agent Evaluations When Confronted with Bad News, 2004 Society for Psychology Winter Conference Proceedings (forthcoming), February 2004

Areas of Specialization

• Account Management
• Relationship Marketing
• Social Infulence

Professional Memberships and Activities

• American Marketing Association
• Association for Consumer Research

Academic Background
PhD, Marketing, The Wharton School, University of Pennsylvania, 2002
MBA, Finance, Stern School of Business, Executive Programs; New York University, 1993
BA, Marketing, Michigan State University, 1987