Alex M. Susskind
Alex M. Susskind
Nolan Hotel School Sr. Director of Academic Programs and Professor of Food and Beverage Management
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Cited by
Cited by
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
Downsizing survivors' communication networks and reactions: A longitudinal examination of information flow and turnover intentions
AM Susskind
Communication Research 34 (2), 156-184, 2007
Consumer preferred hot beverage temperatures
CP Borchgrevink, AM Susskind, JM Tarras
Food quality and Preference 10 (2), 117-121, 1999
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
Internet apprehensiveness: An examination of on‐line information seeking and purchasing behavior
AM Susskind, MA Stefanone
Journal of Hospitality and Tourism Technology, 2010
Efficacy and outcome expectations related to customer complaints about service experiences
AM Susskind
Communication Research 27 (3), 353-378, 2000
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