| Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting AS Mattila, H Ro Journal of Hospitality & Tourism Research 32 (1), 89-107, 2008 | 372 | 2008 |
| Empowerment in hospitality organizations: Customer orientation and organizational support H Ro, PJ Chen International Journal of Hospitality Management 30 (2), 422-428, 2011 | 185 | 2011 |
| Moderator and mediator effects in hospitality research H Ro International Journal of Hospitality Management 31 (3), 952-961, 2012 | 151 | 2012 |
| Customer opportunistic complaints management: A critical incident approach H Ro, J Wong International Journal of Hospitality Management 31 (2), 419-427, 2012 | 115 | 2012 |
| Social servicescape: The impact of social factors on restaurant image and behavioral intentions Y Jang, H Ro, TH Kim International Journal of Hospitality & Tourism Administration 16 (3), 290-309, 2015 | 104 | 2015 |
| Corporate social responsibility: The effect of green practices in a service recovery H Albus, H Ro Journal of Hospitality & Tourism Research 41 (1), 41-65, 2017 | 100 | 2017 |
| The effect of jay-customer behaviors on employee job stress and job satisfaction G Kim, H Ro, J Hutchinson, DJ Kwun International Journal of Hospitality & Tourism Administration 15 (4), 394-416, 2014 | 100 | 2014 |
| The impact of online reviews on attitude changes: The differential effects of review attributes and consumer knowledge SH Lee, HJ Ro International Journal of Hospitality Management 56, 1-9, 2016 | 88 | 2016 |
| The role of self-service technology in restoring justice A Mattila, W Cho, H Ro Journal of Business Research 64 (4), 348, 2011 | 75 | 2011 |
| THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS'POST‐RECOVERY SATISFACTION AS Mattila, W Cho, H Ro Journal of Travel & Tourism Marketing 26 (2), 120-128, 2009 | 66 | 2009 |
| Gay and lesbian customers’ perceived discrimination and identity management H Ro, ED Olson International Journal of Hospitality Management 84, 102319, 2020 | 58 | 2020 |
| An examination of organizational commitment and intention to stay in the timeshare industry: variations across generations in the workplace J Redditt, AM Gregory, H Ro International Journal of Hospitality & Tourism Administration 20 (2), 206-225, 2019 | 58 | 2019 |
| Sense of belonging to a lesbian, gay, bisexual, and transgender event: The examination of affective bond and collective self-esteem J Hahm, H Ro, ED Olson Journal of Travel & Tourism Marketing 35 (2), 244-256, 2018 | 53 | 2018 |
| Call center employees’ intent to quit: Examination of job engagement and role clarity H Ro, JE Lee Journal of Quality Assurance in Hospitality & Tourism 18 (4), 531-543, 2017 | 48 | 2017 |
| Customer dissatisfaction responses to restaurant service failures: Insights into noncomplainers from a relational perspective H Ro Journal of Hospitality Marketing & Management 24 (4), 435-456, 2015 | 42 | 2015 |
| The effects of social justice and stigma-consciousness on gay customers' service recovery evaluation H Ro, ED Olson Journal of Business Research 67 (6), 1162-1169, 2014 | 41 | 2014 |
| Complaint, patience, and neglect: responses to a dissatisfying service experience H Ro Service Business 8, 197-216, 2014 | 38 | 2014 |
| Silent voices: Nonbehavioral reactions to service failures H Ro, AS Mattila Services Marketing Quarterly 36 (2), 95-111, 2015 | 36 | 2015 |
| Company response to negative online reviews: The effects of procedural justice, interactional justice, and social presence ED Olson, H Ro Cornell Hospitality Quarterly 61 (3), 312-331, 2020 | 35 | 2020 |
| Customer satisfaction, service failure, and service recovery AS Mattila, H Ro Handbook of hospitality marketing management, 296-323, 2009 | 34 | 2009 |
