| Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange. AM Susskind, KM Kacmar, CP Borchgrevink Journal of applied psychology 88 (1), 179, 2003 | 706 | 2003 |
| Customer service employees’ behavioral intentions and attitudes: An examination of construct validity and a path model AM Susskind, CP Borchgrevink, KM Kacmar, RA Brymer International Journal of Hospitality Management 19 (1), 53-77, 2000 | 351 | 2000 |
| Predicting a behavioral profile for pleasure travelers on the basis of Internet use segmentation MA Bonn, HL Furr, AM Susskind Journal of Travel Research 37 (4), 333-340, 1999 | 295 | 1999 |
| Using the Internet as a pleasure travel planning tool: An examination of the sociodemographic and behavioral characteristics among Internet users and nonusers MA Bonn, HL Furr, AM Susskind Journal of Hospitality & Tourism Research 22 (3), 303-317, 1998 | 285 | 1998 |
| How restaurant features affect check averages: a study of the Toronto restaurant market AM Susskind, EK Chan The Cornell Hotel and Restaurant Administration Quarterly 41 (6), 56-63, 2000 | 262 | 2000 |
| I told you so! Restaurant customers' word-of-mouth communication patterns AM Susskind The Cornell Hotel and Restaurant Administration Quarterly 43 (2), 75-85, 2002 | 237 | 2002 |
| How organizational standards and coworker support improve restaurant service AM Susskind, KM Kacmar, CP Borchgrevink Cornell Hotel and Restaurant Administration Quarterly 48 (4), 370-379, 2007 | 233 | 2007 |
| Electronic commerce and World Wide Web apprehensiveness: An examination of consumers' perceptions of the World Wide Web AM Susskind Journal of Computer-Mediated Communication 9 (3), JCMC931, 2004 | 151 | 2004 |
| A content analysis of consumer complaints, remedies, and repatronage intentions regarding dissatisfying service experiences AM Susskind Journal of Hospitality & Tourism Research 29 (2), 150-169, 2005 | 142 | 2005 |
| Downsizing and structural holes: Their impact on layoff survivors' perceptions of organizational chaos and openness to change AM Susskind, VD Miller, JD Johnson Communication Research 25 (1), 30-65, 1998 | 132 | 1998 |
| To look or book: An examination of consumers’ apprehensiveness toward Internet use AM Susskind, MA Bonn, CS Dev Journal of Travel Research 41 (3), 256-264, 2003 | 117 | 2003 |
| Guests’ reactions to in-room sustainability initiatives: An experimental look at product performance and guest satisfaction AM Susskind Cornell Hospitality Quarterly 55 (3), 228-238, 2014 | 104 | 2014 |
| The impact of information disclosure on consumer behavior: Evidence from a randomized field experiment of calorie labels on restaurant menus J Cawley, A Susskind, B Willage Journal of Policy Analysis and Management 39 (4), 1020-1042, 2020 | 83 | 2020 |
| An evaluation of guests’ preferred incentives to shift time-variable demand in restaurants AM Susskind, D Reynolds, E Tsuchiya Cornell Hotel and Restaurant Administration Quarterly 45 (1), 68-84, 2004 | 78 | 2004 |
| Customer service behavior and attitudes among hotel managers: A look at perceived support functions, standards for service, and service process outcomes AM Susskind, CP Borchgrevink, RA Brymer, KM Kacmar Journal of Hospitality & Tourism Research 24 (3), 373-397, 2000 | 77 | 2000 |
| A look at the relationship between service failures, guest satisfaction, and repeat-patronage intentions of casual dining guests A Susskind, A Viccari Cornell Hospitality Quarterly 52 (4), 438-444, 2011 | 74 | 2011 |
| Downsizing survivors' communication networks and reactions: A longitudinal examination of information flow and turnover intentions AM Susskind Communication Research 34 (2), 156-184, 2007 | 64 | 2007 |
| Consumer frustration in the customer-server exchange: The role of attitudes toward complaining and information inadequacy related to service failures AM Susskind Journal of Hospitality & Tourism Research 28 (1), 21-43, 2004 | 64 | 2004 |
| Consumer preferred hot beverage temperatures CP Borchgrevink, AM Susskind, JM Tarras Food quality and Preference 10 (2), 117-121, 1999 | 62 | 1999 |
| Efficacy and outcome expectations related to customer complaints about service experiences AM Susskind Communication Research 27 (3), 353-378, 2000 | 53 | 2000 |
Carl BorchgrevinkMichigan State UniversityVerified email at msu.edu
