Dr Nelson Tsang. Assistant Professor School of Hotel and Tourism Management The Hong Kong Polytechnic University

Transcription

1 Assistant Professor School of Hotel and Tourism Management The Hong Kong Polytechnic University Dr Nelson Tsang Areas of Research Expertise Service Quality Customer Satisfaction Destination Image Motivation Areas of Teaching Expertise Hotel & Catering Service Management Hospitality Management Research Methodology Personal Introduction Dr Tsang received his Bachelor of Administration (Tourism) degree from The James Cook University in Australia, Master of Philosophy degree and Doctor of Philosophy degree from The Hong Kong Polytechnic University. He is mainly teaching research methods and service management. His research interests include service quality, service culture, and customer satisfaction. Qualifications [ Academic qualifications ] PhD (2007) The Hong Kong Polytechnic University MPhil (1995) The Hong Kong Polytechnic University BAdm (Tourism) (Hons) (1992) James Cook University of North Queensland, Australia [ Professional Affiliations ] Certified Hospitality Educator (CHE) 2001 [ Ad Hoc Reviewer ] Asia Pacific Journal of Tourism Research International Journal of Contemporary Hospitality Management International Journal of Hospitality Management Journal of China Tourism Research Journal of Travel and Tourism Marketing Journal of Quality Assurance in Hospitality & Tourism

2 [ Major Research Grants ] - For Ongoing Projects (1) Project Title: A dual Approach to Measurement of Tourists Behavior in Theme Park: Residents Perception of Tourists and Tourists Self-assessment. Competitive Research Grant for Newly Recruited Junior Academic Staff. Hong Kong Polytechnic University (2011). (HK$148,995). Team member: Prof. Bruce Prideaux (2) Project Title: Does National Culture Really Matter? The Influence of National Culture on Tourism and Hospitality Service Provision. RGC GRF ( Fundable not Funded). (code: PolyU 5471/09H) (HK$ 105,000). Team member: Dr. John Ap. (3) Project Title: Thirty Years of Research on Tourism and Hospitality Management in China: A Review and Assessment of Journal Publications. DRC (HK$ 50,000). Team member: Prof. Cathy Hsu (4) Project Title : Ocean Park Guest Survey Present (code: H-ZD16) (HK$ 2247,778.5). Project Leader: Dr. John Ap Team members: Dr. Nelson Tsang - For Completed Projects: 1. Project Title :A Snapshot of Starbucks Service. Prepared for Coffee Concepts (Hong Kong) Limited. (Year ) (HK$ 31,200). Project Leader: Dr. Sylvester Yeung Team members: Dr. Nelson Tsang & Dr. Amy Tan 2. Project Title : The Impact of Learning Styles on the Entrepreneurial Perceptions of HK Managers in relation to Innovation and Technology Transfer Issues. (Year 1999) (code: H-ZJ16) (HK$ 316,657) Project Leader: Dr. Ray Pine Team members: Dr. Kevin Wong & Dr. Nelson Tsang 4. Project Title : Motivating Hong Kong Hotel Employees. (Year 1997) (code: G-S510) (HK$ 39,933). Team members: Ms Vickie Siu & Dr. Simon Wong 5. Project Title : The Impact of Political Changes on Destination Image A case study : Hong Kong (Year 1997) (code: G-S622) (HK$ 7,700). Project Leader: Dr. Tat Choi Team member: Dr. Nelson Tsang 6. Project Title : Relational Quality in Service Encounters between Guests and Front-line Staff. (Omnibus Surveys Year 2000 International Visitor Survey) Team members: Dr. John Ap

3 Publications [ Scholarship and Publications ] - Journal Articles: Tsang, N. K.F., Lee, L.Y.S. & Lui, C.K.L. (2013, In Press). Understanding Shopping Motivation of Mainland Chinese Tourists in Hong. Journal of China Tourism Research, Pan, S. & Tsang, N. K.F. (2013, In Press). Inducible or not: a telltale from two movies. Journal of Travel & Tourism Marketing. Lee, L.Y.S., Tsai, H. & Tsang, N. K.F. (2013, In Press). Selection of Outbound Package Tours: The Case of Senior Citizens in Hong Kong. Journal of China Tourism Research. Lee, L.Y.S. & Tsang, N. K.F. (2013, In Press). Perceptions of Tourism and Hotel Management Students on Ethics in the Workplace. Journal of Teaching in Travel & Tourism. Tsang, N. K.F., Lee, L.Y.S. & Wong, A. & Chong, R. (2012). THEMEQUAL Adapting the SERVQUAL Scale to Theme Park Services: A Case of Hong Kong Disneyland. Journal of Travel & Tourism Marketing, 29(5), Tsai, H., Tsang, N. K.F. & Cheng, S. K. Y. (2012). Hotel Employees Perceptions on Corporate Social Responsibility: The Case of Hong Kong. International Journal of Hospitality Management, 31(4), Yeung, S., Tsang N. K.F. & Lee, Z. (2012). An Importance-Performance Analysis of Low Cost Carriers. International Journal of Hospitality and Tourism Administration, 13(3), Tsang, N. K.F., Chan, G.K.Y. & Ho, K.K.F. (2011). A Holistic Approach to Understanding the Use of Travel Guidebooks: Pre, During, and Post-Trip Behavior. Journal of Travel & Tourism Marketing, 28, Tsang, N. K.F. & Hsu, C.H.C. (2011). Thirty years of research on tourism and hospitality management in China: A review and analysis of journal publications. International Journal of Hospitality Management, 30(4), Tsang, N. K.F., Lee, L.Y.S. & LI, F.X.H. (2011). An Examination of the Relationship between Employee Perception and Hotel Brand Equity. Journal of Travel & Tourism Marketing, 28(5), Tsang, N. K.F. (2011) Dimensions of Chinese culture values in relation to service provision in hospitality and tourism industry. International Journal of Hospitality Management, 30(3), Tsang, N. K.F., Tsai, H. & Leung, F. (2011). A Critical Investigation of the Bargaining Behavior of Tourists: The Case of Hong Kong Open-air Markets. Journal of Travel & Tourism Marketing, 28(1), Tsang, N. K.F., Lee, L.Y.S. & Chan, P. (2011). Staff Perceptions of Jaycustomers in Hong Kong Bars and Nightclubs. Journal of China Tourism Research, 7(3), Tsang, N.K.F., Yeung, S. and Cheung, C. (2011). Investigating the Use and Effectiveness of Interpretive Service: A Case of Hong Kong Wetland Park. Asia Pacific Journal of Tourism Research, 16(2), Tsang, N. K.F., Lai H.T. & Law, R. (2010). Measuring E-Service Quality for Online Travel Agencies. Journal of Travel & Tourism Marketing, 27(3), Heung, V., Tsang, N. K. F., & Cheng, M.(2008). Queuing Behavior in Theme Park: A Comparison between Chinese and Western Tourists. Journal of China Tourism Research, 5 (1), Tsang, N. K.F. & Ap, J. (2007). Tourists' perceptions of Relational Quality Service Attributes: A Cross-Cultural Study. Journal of Travel Research, 45 (3),

4 Tsang, N. K. F., Heung, V.C.S. & Lee, G. (2005). An Assessment of Hong Kong Marine Parks for the Development and Marketing of Ecotourism, Journal of Hospitality and Tourism, 3 (2), Tsang, N. K.F. & Qu, Hailin. (2000). The Service Quality in China's Hotel Industry: A Perspective from Tourists and Hotel Managers. International Journal of Contemporary Hospitality Management, 12(5), Wong, K., Pine, R., & Tsang, N. K.F. (2000). Learning Style Preference and Implications for Training Programs in the Hospitality and Tourism Industry. Journal of Hospitality & Tourism Education, 12(2), Wong, Simon., Siu, Vickie., & Tsang, N. K.F. (1999). The Impact of Demographic Factors on Hong Kong Hotel Employees Choice of Job-Related Motivators. International Journal of Contemporary Hospitality Management, 11(5), Mak, Barry., Tsang, N. K.F. & Cheung, Irene. (1999). Taiwanese Tourists Shopping Preferences. Journal of Vacation Marketing, 5(2), Qu, Hailin., & Tsang, N. K.F. (1998). Service Quality Gap in China s Hotel Industry: A Study of Tourist Perceptions and Expectations. Journal of Hospitality & Tourism Research, 22(3), Siu, Vickie., Tsang, N. K.F. & Wong, Simon. (1997). Motivating Hong Kong Hotel Employees. The Cornell Hotel and Restaurant Administration Quarterly, 38(5), Conference Papers: Tsai, H., Lee, J., Pan, S. & Tsang, N.K.F. (2012). Examining structural relationships between casino quality, image, value and loyalty: The case of Macau. The 18th Asia Pacific Tourism Association Annual Conference, Taipei, Taiwan (Best Paper Award). Lee, Louisa Yee Sum, & Tsang, N.K. F. (2012). Toward a Conceptual Framework for Web-based Self-service Technology Adoption in the Hospitality Industry. Council for Australasian University Tourism and Hospitality Education (CAUTHE) National Conference 2012, Melbourne, Australia. February 6-9. Lee, Louisa Yee Sum, & Tsang, N. K. F. (2011). Attitudes of Tourism and Hotel Management Students to Ethics in Workplaces. The 9th Asia-Pacific Council on Hotel, Restaurant and Institutional Education Conference, Hong Kong. June 2-5. Yeung, S., Tsang, N. and Cheung, C. (2008). A Critical Investigation of the Use and Effectiveness of Interpretive Services, Conference Proceedings of 14 th Asia Pacific Tourism Association, Bangkok, Thailand, July pp Tasci, A.D.A., Tsang, N. & Chung, W. S. (2008). One People, Two different Cultures: The Perception of Chinese Visitors by Hong Kong Residents 2008 Annual TTRA Conference, June 2008, Philadelphia, Pennsylvania. Heung, V., Tsang, N. & Cheng, M. (2008). Queuing Behavior in Theme Park: A Comparison between Chinese and Western Tourists. 6 th Asia-Pacific (APacCHRIE) Conference & THE-ICE International Panel of Experts Forum 2008, Perth, Australia. Tsang K.F & Ap. John (2004) "Measuring Service and Service Culture in Tourism Industry: A Conceptual Model." Accepted as refereed paper in Asia Pacific Tourism Association 2004 Conference, Nagasaki, Japan. Choi T. Y. & Tsang K. F. (1997) "The Impact of Political Changes on Destination Image --- A Hong Kong Case Study." Accepted as refereed paper in Asia Pacific Tourism Association 1997 Conference, Taipei, Taiwan. Tsang K. F. & Qu Hailin. (1996) "Measuring Service Quality Gap in China Hotel Industry - An Investigation of International Tourists Perceptions and Expectations." Accepted as refereed paper in 1997 Annual CHIRE Conference: Tides of Change, New England, USA.

5 Tsang K. F. & Qu Hailin. (1995) "Expectations and Perceptions of China Hotel Managers Towards Service Quality". Accepted as refereed paper in 1995 Annual CHIRE Conference: Turning Up for the Future, Nashville, Tennessee, USA. - Other Publications: Translation Tsang, N. Tourist Destinations. (Module 2) in Travel and Tourism, Hong Kong: The Travel and Tourism Education Program (H. K.) LTD., Oct, pp Tsang, N. Amusement Industry Abstract; Asia. Prepared for the International Association of Amusement Parks and Attractions, Consultancies [ Consultancies and Professional Practice ] Ap, J. & Tsang K. F. Nelson. (2012). Ocean Park Mystery Guest Survey. Prepared for Ocean Park Corporation Ap, J. & Tsang K. F. Nelson. (2011) Survey on Public Sentiments about Ocean Park s Animal Exhibts. Prepared Ap, J. & Tsang K. F. Nelson. ( ). Ocean Park Guest Survey Report. Prepared Ap, J. & Tsang K. F. Nelson. ( ). Ocean Park Guest Survey Report. Prepared Ap, J. & Tsang K. F. Nelson. ( ). Ocean Park Guest Survey Report. Prepared Ap, J. & Tsang K. F. Nelson. ( ). Ocean Park Guest Survey Report. Prepared Tsang K. F. Nelson. & Ap, J. ( ). Ocean Park Staff Survey Report. Prepared Yeung, Sylvester., Tsang K. F. Nelson., & Tan, Amy. ( ). A Snapshot of Starbucks Service Report. (Phase III). Prepared for Coffee Concepts (Hong Kong) Limited. Yeung, Sylvester., Tsang K. F. Nelson., & Tan, Amy. ( ). A Snapshot of Starbucks Service Report. (Phase II). Prepared for Coffee Concepts (Hong Kong) Limited. Yeung, Sylvester., Tsang K. F. Nelson., & Tan, Amy. ( ). A Snapshot of Starbucks Service Report. (Phase I). Prepared for Coffee Concepts (Hong Kong) Limited. Ap, J. & Tsang K. F. Nelson. ( ). Ocean Park Guest Survey Report. (Phase II). Prepared Ap, J. & Tsang K. F. Nelson. ( ). Ocean Park Guest Survey Report. (Phase I). Prepared Wong, S. & Tsang K.F. Nelson. (1999). Service Audit-Cake Shops Consultancy Report. Prepared for Maxim Caterer s Limited Lam, Terry., Cheung, Catherine., & Tsang K. F. Nelson. (1997). Training Program of Grooming for 300 students of the Department of Accounting, Hong Kong Polytechnic University on September23, 24 & 25, Ap, J. & Tsang K. F. Nelson. (1996). Ocean Park Annual Pass Members Survey Report. Prepared

6 Ap, J. & Tsang K. F. Nelson. (1995). Ocean Park Guest Survey Report (Phase I). Prepared Ap, J. & Tsang K. F. Nelson. (1994). Ocean Park Guest Survey Report (Phase II). Prepared Ap, J. & Tsang, K. F. Nelson. (1994). Water World Survey Report. Prepared for Ocean Park Corporation. Ap, J. & Tsang, K. F. Nelson. (1994). Ocean Park Guest Survey Report (Phase I). Prepared Supervision of Higher Degrees Master of Philosophy Chief Supervisor: Ms. Louisa LEE: MPhil degree awarded in September, 2012 MPhil Thesis topic: Technology Acceptance Model for Online Self-service Technology in Hospitality and Tourism Industry: The Case of Airline Online Check-in System. Master of Science Degree Program - Chief Supervisor: Ms. Rachel Ma: MSc. Degree awarded in June, MSc. Thesis topic: A review of literatures on service quality and service quality management in hotel and tourism industry in China. Ms. Mandy Mak: MSc. Degree awarded in December, MSc. Thesis topic: Investigating empowerment of service industry: The effects of culture and personality of employees. Ms. Jamie Lo: MSc. Degree awarded in December, MSc. Thesis topic: Measuring Emotional Labor in the Foodservice Industry List of Public Involvement in the Professional Areas of Expertise Programme Advisor for the Higher Diploma Programme in Tourism and Hospitality Management present, School of Continuing & Professional Studies, The Chinese University of Hong Kong, Shatin, N. T. Hong Kong External Examiner for the Diploma in Travel and Tourism Course present, Hong Kong Institute of Vocational Education ( Haking Wong) Subject Specialist for hotel and tourism course 2004 present, The Hong Kong Council for Academic Accreditation (HKCAA) External Examiner for the Higher Diploma Course in Tourism and Hospitality Management , School of Continuing & Professional Studies, The Chinese University of Hong Kong, Shatin, N. T. Hong Kong External Examiner for the Quality Services in Tourism Course , Lingnan Institute of Further Education, Lingnan University, Tuen Mun, Hong Kong.

7 Assistant Examiner for the subject: Travel & Tourism Paper I & II (E&C) of Hong Kong Certificate of Education Examination, 1998 to 2010.