[vddisc. 1] 大屿山一日遊(1) -- [vddisc. 2] 大屿山一日遊(2) -- [vddisc. 3] 海洋公園一日遊(1) -- [vddisc. 4] 海洋公園一日遊(2) / [vddisc. 1] Dayushan yi ri you (1) -- [vddisc. 2] Dayushan yi ri you (2) -- [vddisc. 3] Hai yang gong yuan yi ri you (1) -- [vddisc. 4] Hai yang gong yuan yi ri you (2) / by Cheng Sheung Yan, Amy, Chiu Mei Wah, Annie. / Thesis (M.B.A.)--Chinese University of Hong Kong, 2002. / Includes bibliographical references (leaves 65-68). / Accompanying discs in VCD format. / ABSTRACT --- p.ii / TABLE OF CONTENTS --- p.iii / ACKNOWLEDGMENTS --- p.v / Chapter / Chapter I. --- BACKGROUND --- p.1 / Purpose of Study --- p.1 / Importance of Tourism to Hong Kong --- p.1 / The Growing Market - China the Mainland --- p.3 / Government Response and Policies --- p.5 / Increasing Number of Complaints from Mainland Visitors --- p.7 / Chapter II. --- LITERATURE REVIEW --- p.9 / Customer Retention --- p.10 / Tourists' Satisfaction --- p.12 / Tourists' Perceptions and Satisfaction --- p.14 / Chapter III. --- METHODLOGY --- p.16 / Critical Incident Technique --- p.17 / Research Implementation --- p.19 / Chapter IV. --- FINDINGS --- p.20 / Trip A: Big Buddha at Po Lin Monastery --- p.20 / Critical Incidents --- p.21 / Trip B: Ocean Park --- p.26 / Critical Incidents --- p.27 / Generalisation of Two Trips --- p.33 / On Tour Guides --- p.34 / On Shopping --- p.35 / On Price --- p.36 / On Food --- p.36 / Chapter V. --- IMPLICATIONS AND RECOMMENDATIONS --- p.38 / Tour Guides --- p.39 / Language Proficiency --- p.39 / Knowledge About Hong Kong --- p.39 / Interaction with Tourists --- p.40 / Attitudes --- p.41 / Travel Agencies --- p.42 / Market Segmentation --- p.42 / Target Marketing --- p.45 / Differentiation --- p.46 / Retailing Staff --- p.50 / Infrastructure of Tourism Industry --- p.51 / Big Buddha --- p.51 / Repulse Bay --- p.52 / Ocean Park --- p.52 / Chapter VI. --- CONCLUSION AND LIMITATIONS --- p.54 / APPENDICES --- p.56 / BIBLIOGRAPHY --- p.65