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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
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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
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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
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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
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Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung - In: Journal of hospitality marketing & management 32 (2023) 1, pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
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Silent voices : nonbehavioral reactions to service failures
Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
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The impact of online reviews on attitude changes : the differential effects of review attributes and consumer knowledge
Lee, Seung Hyun; Ro, Heejung - In: International journal of hospitality management 56 (2016), pp. 1-9
Persistent link: https://www.econbiz.de/10011520926
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Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.; Ro, Heejung - In: Journal of hospitality & tourism research : JHTR ; the … 32 (2008) 1, pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
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The impact of LGBT friendliness on sexual minority customers' perceptions and intentions to stay
Ro, Heejung; Khan, Marryam - In: International journal of hospitality management 102 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013185285
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Consumers' perceived effectiveness of COVID-19 mitigation strategies in restaurants : what went well and what could we do better?
Xu, Yang; Singh, Smita; Olson, Eric D.; Jeong, EunHa - In: International journal of hospitality management 103 (2022), pp. 1-13
Persistent link: https://www.econbiz.de/10013209271