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Service quality of Hong Kong tourism industry towards Mainland visitors.

[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

Identiferoai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_323706
Date January 2002
ContributorsCheng, Sheung Yan., Chiu, Mei Wah., Chinese University of Hong Kong Graduate School. Division of Business Administration.
Source SetsThe Chinese University of Hong Kong
LanguageEnglish
Detected LanguageEnglish
TypeText, bibliography
Formatprint, v, 68 leaves ; 30 cm. + 4 video discs (4 3/4 in.)
CoverageChina, Hong Kong, China, Hong Kong, China, Hong Kong
RightsUse of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/)

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