Carol Surprenant
- Organizational Behavior and Human Resource Management top 0.05%
- Marketing top 0.1%
- Sociology and Political Science top 0.5%
- Information Systems and Management top 0.1%
- Strategy and Management top 2%
- Co-authors
- Gilbert A. ChurchillMichael R. SolomónJohn A. CzepielMichael R. SolomonMatthew L. MeuterJames M. CurranDeborah E. Rosen
- Topics
- Customer Service Quality and Loyalty (8 papers)Service and Product Innovation (5 papers)Cognitive and psychological constructs research (3 papers)
- Cited by
- Organizational Behavior and Human Resource ManagementMarketingInformation Systems and Management
- Partner nations
- United StatesCanada
In The Last Decade
Carol Surprenant
12 papers receiving 5.9k citations
Hit Papers
Peers
Comparison fields: 5 of 124
- Organizational Behavior and Human Resource Management 5.1k
- Marketing 3.7k
- Sociology and Political Science 2.6k
- Information Systems and Management 1.6k
- Strategy and Management 696
Countries citing papers authored by Carol Surprenant
This map shows the geographic impact of Carol Surprenant's research. It shows the number of citations coming from papers published by authors working in each country. You can also color the map by specialization and compare the number of citations received by Carol Surprenant with the expected number of citations based on a country's size and research output (numbers larger than one mean the country cites Carol Surprenant more than expected).
Fields of papers citing papers by Carol Surprenant
This network shows the impact of papers produced by Carol Surprenant. Nodes represent research fields, and links connect fields that are likely to share authors. Colored nodes show fields that tend to cite the papers produced by Carol Surprenant. The network helps show where Carol Surprenant may publish in the future.
Co-authorship network of co-authors of Carol Surprenant
This figure shows the co-authorship network connecting the top 25 collaborators of Carol Surprenant. A scholar is included among the top collaborators of Carol Surprenant based on the total number of citations received by their joint publications. Widths of edges represent the number of papers authors have co-authored together. Node borders signify the number of papers an author published with Carol Surprenant. Carol Surprenant is excluded from the visualization to improve readability, since they are connected to all nodes in the network.
All Works
| # | Work | Indexed citations |
|---|---|---|
| 1 | 296 | |
| 2 | 1 | |
| 3 | 100 | |
| 4 | 343 | |
| 5 | Add value to your service : the key to success | 32 |
| 6 | Predictability and Personalization in the Service Encounterbreakdown → | 701 |
| 7 | The Service encounter : managing employee/customer interaction in service businesses | 401 |
| 8 | A Role Theory Perspective on Dyadic Interactions: The Service Encounterbreakdown → | 704 |
| 9 | A Role Theory Perspective on Dyadic Interactions: The Service Encounterbreakdown → | 1174 |
| 10 | Can Role Playing Be Substituted For Actual Consumption | 9 |
| 11 | An Investigation into the Determinants of Customer Satisfactionbreakdown → | 2137 |
| 12 | An Investigation into the Determinants of Customer Satisfactionbreakdown → | 936 |
About Carol Surprenant
Carol Surprenant is a scholar working on Organizational Behavior and Human Resource Management, Marketing and Management Information Systems, having authored 12 papers that have together received 6.8k indexed citations. Recurring topics across this work include Customer Service Quality and Loyalty (8 papers), Service and Product Innovation (5 papers) and Cognitive and psychological constructs research (3 papers). The work is most often cited by research in Organizational Behavior and Human Resource Management (5.1k citations), Marketing (3.7k citations) and Information Systems and Management (1.6k citations). Carol Surprenant has collaborated with scholars based in United States and Canada. Frequent co-authors include Gilbert A. Churchill, Michael R. Solomón, John A. Czepiel, Michael R. Solomon, Matthew L. Meuter, James M. Curran and Deborah E. Rosen. Their work appears in journals such as Journal of Marketing, Journal of Marketing Research and Journal of Service Research.
Rankless uses publication and citation data sourced from OpenAlex, an open and comprehensive bibliographic database. While OpenAlex provides broad and valuable coverage of the global research landscape, it—like all bibliographic datasets—has inherent limitations. These include incomplete records, variations in author disambiguation, differences in journal indexing, and delays in data updates. As a result, some metrics and network relationships displayed in Rankless may not fully capture the entirety of a scholar's output or impact.