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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
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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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An exploratory study of convention destination competitiveness from the attendees' perspective : importance-performance analysis and repeated measures of MANOVA
Lee, Jumyong; Choi, Youngsoo; Breiter Terry, Deborah - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 5, pp. 589-610
Persistent link: https://www.econbiz.de/10011665504
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The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Mattila, Anna S.; Cho, Wonae; Ro, Heejung - In: Journal of travel and tourism marketing 26 (2009) 2, pp. 120-128
Persistent link: https://www.econbiz.de/10003863480
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Customer opportunistic complaints management : a critical incident approach
Ro, Heejung; Wong, June - In: International journal of hospitality management 31 (2012) 2, pp. 419-427
Persistent link: https://www.econbiz.de/10009503300
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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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Customer satisfaction, service failure and service recovery
Mattila, Anna S.; Ro, Heejung - In: Handbook of hospitality marketing management, (pp. 296-323). 2008
Persistent link: https://www.econbiz.de/10003804371
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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