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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

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

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

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

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

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

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

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

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

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

Ro, Heejung; Olson, Eric D. - In: Journal of Business Research 67 (2014) 6, pp. 1162-1169

This study examines how social justice and the stigma-consciousness level of gay customers influence their service recovery perceptions. The results, based on an experiment involving 379 gay respondents, indicate that distributive justice, procedural justice, and interactional justice...

Persistent link: https://www.econbiz.de/10010753444