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.
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: http://scholarship.sha.cornell.edu/articles/381/