... networks for empirical testing. The author used tourist activity data of Hong Kong inbound tourists to test the network model. Findings The author found a robust hub–periphery topological structure of the tourist activity network. In addition, the network is featured by high clustering, short diameter...

... that will reduce or divert stress. An online cross-sectional survey was designed to obtain empirical data from airline employees in South Korea and Hong Kong. A total of 366 airline employees participated in the survey through convenience sampling method. The structural equation modeling findings...

... principles. Design/methodology/approach The authors designed a three-month knowledge sharing program in a five-star hotel chain in Hong Kong. Newcomers were randomly assigned into an experimental group (knowledge sharing group) (N = 235) and a control group (N = 233). The authors tested...

...Basak Denizci Guillet; Xinchen Shi Purpose The purpose of this study is to understand how and to what extent Hong Kong hotels have integrated customer relationship management (CRM) into their revenue management (RM) practices at individual customer level. Method Semi-structured interviews were...

... questionable. Design/methodology/approach – In all, six focus group interviews were conducted to collect primary data from ten managers of three traditional travel agencies and 11 managers from three business hotels in Hong Kong, which is a major travel destination in Asia with many world-class hotels...

...Deniz Kucukusta; Rob Law; Alia Besbes; Patrick Legohérel Purpose – This paper aims to report the findings of an empirical research focusing on Hong Kong online users’ intention to book online tourism products with latest figures. Focusing on the technology acceptance model (TAM), this case study...

...Ben Haobin Ye; Hanqin Qiu Zhang; James Huawen Shen; Carey Goh Purpose – The aim of this study is to examine the roles of social identity and perceived cultural distance in forming the attitude of Hong Kong residents toward the relaxation of the individual visit scheme (IVS). Design...

...Basak Denizci Guillet; Rob Law Purpose This paper aims to examine hotel star ratings on selected third‐party distribution websites, taking Hong Kong hotels as the sample. Design/methodology/approach Star rating information from 11 online distribution websites was retrieved and analyzed for all...

... or theorizing to past experience and literature. Ada S. Lo can be contacted at: hmada@polyu.edu.hk © Emerald Group Publishing Limited 2010 Customer relations Customer service management Value chain Hotels Hong Kong Marketing strategy The concept of customer relationship management...

...Rob Law Purpose The purpose of this research is to investigate online buyers' views for and against disintermediation of hotel reservation. Design/methodology/approach A structured questionnaire was developed and a telephone survey was conducted in Hong Kong in March 2008. Findings...

...Thomas Bauer; Rob Law; Tony Tse; Karin Weber Purpose The purpose of this paper is to report on a study that examined the factors of motivation and satisfaction of mega‐business events, using the ITU Telecom World 2006 in Hong Kong as a case study. Design/methodology/approach The paper takes...

...Rob Law; Ivy Chan; Carey Goh Purpose This study aims to examine online room rates in Hong Kong hotels. It focuses on comparing and contrasting the lowest hotel room rates that are available to customers. Design/methodology/approach Eight distribution channels and 45 hotels in Hong Kong were...

... margin of individual menu items. This combined approach uses both food and traceable operating costs to estimate contribution margins more accurately. Design/methodology/approach An improved menu engineering model was developed and tested in a buffet restaurant in Hong Kong. Direct observation...

... development accordingly. Law and Chung (2003) proposed an incremental functionality performance measurement approach for hotel web sites, and applied the approach to hotel web sites in Hong Kong. The quantifying model, however, was developed primarily based on hotel managers' views and without...

.... Originality/value This study provides a fine‐tuned norm of electricity consumption, confirms the best temperature of cooling degree days for modeling electricity demand and further highlights some practical measures on saving electricity. Though the increase of electricity consumption in the Hong Kong's...

... of IT. This paper reports and analyses the findings of a recent survey on IT applications in Hong Kong hotels. Design/methodology/approach Through personal interviews with 21 managers of hotel electronic data processing/management information systems (EDP/MIS) in 2003, different technical and behavioural...

...Rob Law; Catherine Cheung; Ada Lo Recent economic progress has led to most Hong Kong residents having a high disposable income, and hence the high propensity to travel. Although there are many published articles studying the inbound tourism industry in Hong Kong, the examination of Hong Kong's...

... distributional channels can coexist in the future. This research is a major component of a large‐scale Omnibus Survey performed by the School of Hotel and Tourism Management of the Hong Kong Polytechnic University in the period October to November 2001. The survey used a convenient sampling method, and 780...

...Ray Pine; Bob McKercher Severe Acute Respiratory Syndrome (SARS) first appeared in February 2002 in China’s Guangdong Province before emerging in neighbouring Hong Kong in late February. The epidemic had a negatively profound impact on tourism around the world, with particularly strong impacts...

... towards Hong Kong hotel restaurant services. The main objectives were to identify complaint patterns and the relationships between customers’ demographic backgrounds such as age, gender and education levels; and their complaint behaviours. Based on a survey of 220 hotel restaurant diners, complainers...