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Service recovery evaluations : GLBT versus hetero customers

Ro, Heejung; Choi, Youngsoo; Olson, Eric - In: International journal of hospitality management 33 (2013), pp. 366-375

Persistent link: https://www.econbiz.de/10009746343

The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation

Ro, Heejung; Olson, Eric - In: Journal of business research : JBR 67 (2014) 6, pp. 1162-1169

Persistent link: https://www.econbiz.de/10010365163

Company response to negative online reviews : the effects of procedural justice, interactional justice, and social presence

Olson, Eric D.; Ro, Heejung - In: The Cornell hospitality quarterly 61 (2020) 3, pp. 312-331

Persistent link: https://www.econbiz.de/10012259302

Sense of belonging to a lesbian, gay, bisexual, and transgender event : the examination of affective bond and collective self-esteem

Hahm, Jeeyeon; Ro, Heejung; Olson, Eric D. - In: Journal of travel and tourism marketing 35 (2018) 2, pp. 244-256

Persistent link: https://www.econbiz.de/10011886025

Gay and lesbian customers' perceived discrimination and identity management

Ro, Heejung; Olson, Eric D. - In: International journal of hospitality management 84 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012146185

Generation Z and their perceptions of well-being in tourism

Olson, Eric D.; Ro, Heejung - In: Generation Z marketing and management in tourism and …, (pp. 101-118). 2021

Persistent link: https://www.econbiz.de/10012594278

Service recovery evaluations: GLBT versus hetero customers

Ro, Heejung; Choi, Youngsoo; Olson, Eric D. - In: International journal of hospitality management 33 (2013), pp. 366-375

Persistent link: https://www.econbiz.de/10010102387

An exploratory study of gay travelers: socio-demographic analysis

Ro, Heejung; Olson, Eric D.; Choi, Youngsoo - In: Tourism Review 72 (2017) 1, pp. 15-27

Purpose This exploratory study aims to examine gay travelers’ travel psychographics (allocentricity and psychocentricity) in relation to openness about sexual orientation, collective self-esteem and socio-demographic variables. Design/methodology/approach A survey is developed and study...

Persistent link: https://www.econbiz.de/10015034431

Complaint, patience, and neglect : responses to a dissatisfying service experience

Ro, Heejung - In: Service business 8 (2014) 2, pp. 197-216

Persistent link: https://www.econbiz.de/10010351456

Customer dissatisfaction responses to restaurant service failures : insights into noncomplainers from a relational perspective

Ro, Heejung - In: Journal of hospitality marketing & management 24 (2015) 3/4, pp. 435-456

Persistent link: https://www.econbiz.de/10011292830