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I Told You So! Restaurant Customers’ Word-of-Mouth Communication Patterns
Articles and Chapters
  • Alex M. Susskind, Cornell University
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When restaurant food service goes awry, one might expect that unsatisfied guest to go out and complain to her friends. In fact, word-of-mouth patterns – good or bad – are more complicated than that.

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© Cornell University. Reprinted with permission. All rights reserved.

Citation Information

Susskind, A. M. (2002). I told you so! Restaurant customers’ word-of-mouth communication patterns [Electronic version]. Cornell Hotel and Restaurant Administration Quarterly, 43(2), 75-85. Retrieved [insert date], from Cornell University, School of Hospitality Administration site: