Concepedia

Carol Surprenant

CS

Statistics

Publications

10

Citations

8.8K

H-Index

10

Active since

1982

Affiliations

New York University(Current)

University of Rhode Island

Carol Surprenant is an author at New York University specializing in marketing, customer satisfaction, and business.

Publications per year

1982–2003

10

Publications

10

An Investigation into the Determinants of Customer Satisfaction

Gilbert A. Churchill, Carol Surprenant · Journal of Marketing Research · 1982 · 2.9K citations

Business, Marketing, Marketing Management +14

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

Michael R. Solomón, Carol Surprenant, John A. Czepiel et al. · Journal of Marketing · 1985 · 1.6K citations

Business, Marketing, Marketing Management +17

An Investigation into the Determinants of Customer Satisfaction

Gilbert A. Churchill, Carol Surprenant · Journal of Marketing Research · 1982 · 1.3K citations

Business, Marketing, Marketing Management +14

Predictability and Personalization in the Service Encounter

Carol Surprenant, Michael R. Solomón · Journal of Marketing · 1987 · 948 citations

Business, Information Systems, Marketing +9

A Role Theory Perspective on Dyadic Interactions: The Service Encounter

Michael R. Solomón, Carol Surprenant, John A. Czepiel et al. · Journal of Marketing · 1985 · 911 citations

Business, Marketing, Marketing Management +17

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