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~person:"Ro, Heejung"
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Beschwerdemanagement
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Ro, Heejung
Mattila, Anna S.
24
Stauss, Bernd
23
Roschk, Holger
19
Gelbrich, Katja
18
Grégoire, Yany
16
Homburg, Christian
13
Fürst, Andreas
12
Seidel, Wolfgang
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
10
Brock, Christian
9
Gruber, Thorsten
9
Sparks, Beverley
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Robertson, Nichola
8
Tsarenko, Yelena
8
Edvardsson, Bo
7
Svensson, Göran
7
Tronvoll, Bård
7
Baker, Melissa A.
6
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Patterson, Paul G.
6
Schöler, Andreas
6
Tripp, Thomas M.
6
Walsh, Gianfranco
6
Wan, Lisa C.
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Weber, Karin
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Zaugg, Alexandra Daniela
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International journal of hospitality management
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Service business
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Services marketing quarterly
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ECONIS (ZBW)
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1
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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
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
Saved in:
7
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
Saved in:
8
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
Saved in:
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