I told you so! Restaurant customers' word-of-mouth communication patterns

By Alex M. Susskind. 2002

151 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/2ad1eb5b2cbf8f6601699c5da3708e455629a71d

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In Marketing

In Organizational Behavior and Human Resource Management

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Citations in the corpus

First Step in Social Media: Measuring the Influence of Online Management Responses on Customer Satisfaction (2014, background): “In service organizations, mistakes and service failures are impossible to eliminate (Kim et al. 2009, Susskind 2002).”
A Content Analysis of Consumer Complaints, Remedies, and Repatronage Intentions Regarding Dissatisfying Service Experiences (2005, background): “After complaint initiation, the service provider should facilitate the negotiation of a mutually beneficial remedy that will adjust the perceptions and expectancies of the customer (Clark et al., 1992; Goodwin & Ross, 1990; Susskind 2002).”
Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2014, unknown): “Service failures, which re inevitable because of the high “people factor” in the service nd hospitality business (Susskind, 2002), result in customer disatisfaction with the service provider and, possibly, customer omplaints.”
The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels. (2009, background): “Hotel guests who are dissatisfied with the service encounter could possibly show any number of the following four reactions: exit silently, spread a negativeword-of-mouth (WOM), voice their complaints to the operator, or continue to patronage the same property despite their dissatisfaction (Karande,”