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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
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Moderator and mediator effects in hospitality research
Ro, Heejung - In: International journal of hospitality management 31 (2012) 3, pp. 952-961
Persistent link: https://www.econbiz.de/10009544269
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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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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