Surprenant, Carol

New York University

2 papers on CoChat

Most cited papers

Verified
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research
Customer Service Quality and LoyaltyConsumer Behavior and Marketing Influence
Cited by 2,914
Verified
A Role Theory Perspective on Dyadic Interactions: The Service Encounter
Solomon, M. R., Surprenant, C., Czepiel, J. A., & Gutman, E. G. (1985) · Journal of Marketing
Customer Service Quality and LoyaltyEmotional Labor in Professions
Cited by 2,004

Go further with a free account

Verify every reference, keep papers in a library, and ask questions across them.

Sign up - it is free