Dr. Ok’s research interests are in hospitality services marketing and consumer behavior. His work has focused on the service recovery, customer satisfaction, and relationship marketing. He has published articles analyzing:
- role of service recovery in the development of long-term relationships with customers;
- role of customer-to-employee relationships in the development of customer-to-firm relationships;
- and influences of customer orientation of service employees and rapport on service outcome variables.
His current research interests include the interpersonal relationship between service employees and customers and its impact on customers’ attitudinal and behavioral outcomes.
