We’ll spare you the communications theory assumptions Alex Susskind sought to test in his new study, “An Examination of Guest Complaints and Complaint Communication Channels: The Medium Does Matter!” Susskind, an associate professor of foodservice management at the Cornell University School of Hotel Administration, was writing for an academic journal. Let’s just say that by asking 504 frequent casual diners how they prefer to lodge complaints, the good professor turned up some interesting ...

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