Heejung “Cheyenne” Ro

Dr. Heejung “Cheyenne” Ro

Associate Professor

Room: 278



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.


Ph.D. Hotel, Restaurant, and Institutional Management Pennsylvania State University
M.A.S. Applied Statistics Pennsylvania State University
M.S. Hotel Administration University of Nevada, Las Vegas
B.S. Geography Kyung Hee University

Courses Taught

HFT 2500 Hospitality & Tourism Marketing
HFT 3540 Guest Services Management
HMG 6245 Managing Hospitality & Guest Service Organizations
HMG 6585 Data Analysis in Hospitality & Tourism Research
HMG 6586 Research Methods in Hospitality & Tourism
PAF 7802 Advanced Research Methods in Public Affairs I