Still Happy Here? How Chinese Tourists perceive the Service in Hong Kong.

Wassler, P., Schuckert, M., Chon, K. and Song, H., 2017. Still Happy Here? How Chinese Tourists perceive the Service in Hong Kong. In: CAUTHE 2017 (27th CAUTHE conference), 7 - 10 February 2017, Dunedin, New Zealand.

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Abstract

This working paper applied a triangulation of qualitative research methods, namely projective techniques, to gain a more specific understanding of the main reasons for dissatisfaction with Hong Kong service for mainland Chinese tourists. The presented study adds on results from the PolyU Tourism Satisfaction Index 2009 to 2015, where tourists from mainland China show very low satisfaction rates compared with all source markets to Hong Kong. Since the results of the TSI are of quantitative nature, the goal of this study is to gain a more specific understanding of the main reasons for dissatisfaction on a qualitative base. It is hoped that the findings of this research will assist both academics and practitioners in better understanding of the issues and needs of tourists from mainland China towards the Hong Kong tourism industry and to aid the industry as well as policy makers with insights for innovations, quality improvements and standardization.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:tourism satisfaction; China outbound tourism; service quality; projective techniques; Hong Kong
Group:Faculty of Management
ID Code:31663
Deposited By: Unnamed user with email symplectic@symplectic
Deposited On:21 Jan 2019 16:16
Last Modified:21 Jan 2019 16:16

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