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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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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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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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Empowerment in hospitality organizations : customer orientation and organizational support
Ro, Heejung; Chen, Po-ju - In: International journal of hospitality management 30 (2011) 2, pp. 422-428
Persistent link: https://www.econbiz.de/10008908367
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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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Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi; Ro, Heejung - In: Journal of hospitality & tourism research : JHTR ; the … 41 (2017) 1, pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
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Marketing mechanisms used for Summer Food Service Programs
Olson, Eric D.; Arendt, Susan W.; FitzPatrick, E.; … - In: Journal of nonprofit & public sector marketing 32 (2020) 5, pp. 465-487
Persistent link: https://www.econbiz.de/10012312840