heejung-ro-cv-2016

Expertise: Services Marketing, Service Encounters, Consumer Complaining Behavior, Consumption Emotions, Service Recovery, LGBT Consumer Behavior

Dr. Ro has been a faculty member of UCF’s Rosen College of Hospitality Management since 2007. She earned her Doctorate in Hospitality Management from Pennsylvania State University. Her research interests include service encounters in the services marketing and management context, with a focus on customer complaining behavior, service recovery, consumer emotions and gay and lesbian customers’ service evaluations. Her work has been published in the International Journal of Hospitality Management, Journal of Hospitality & Tourism Research, and Journal of Business Research. She teaches Guest Services Management and Research Methods in Hospitality & Tourism.

Education

Courses Taught