Ada Lo | The Hong Kong Polytechnic University (original) (raw)
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Papers 2011~ Present by Ada Lo
Journal of Hospitality Marketing & Management, 2017
This study investigates the dining behaviors of Hong Kong hotel restaurant customers, their healt... more This study investigates the dining behaviors of Hong Kong hotel
restaurant customers, their health and environmental consciousness
and lifestyles, and their attitudes toward nutritional and sustainability
menu labeling. Previous diners of an independent hotel are surveyed
online resulting in 1,255 usable responses. Results suggested that
respondents eat frequently outside their homes, particularly during
weekends. They exhibited heightened health consciousness and
environmental awareness than the ratings for healthy and environment
friendly lifestyles. In support of the signaling theory, restaurant
menu labels are cues that allow customers to understand the nature
of the products that they will order and consume. When evaluating
menu labeling, customers consider multiple attributes of the menu in
dining in a restaurant, and they prioritize nutritional aspects over
sustainability. Significant differences were observed between the
attitudes of male and female customers toward 14 nutritional and
sustainability menu label descriptions, whereas age indicated no
significant influence.
Papers by Ada Lo
2006-2007 > Academic research: refereed > Refereed conference pape
Journal of Hospitality Marketing & Management, Jul 14, 2023
Journal of Travel & Tourism Marketing, Oct 3, 2014
ABSTRACT Hotel chains should understand the effectiveness of the benefits offered by their progra... more ABSTRACT Hotel chains should understand the effectiveness of the benefits offered by their programs and the influence of customer relationship management (CRM) initiatives of individual hotels because of the high operating costs of loyalty programs and the risk of creating an affinity to the rewards they offer rather than to the brand itself. This study determines the effect of the satisfaction of hotel loyalty program members on the benefits they receive, and the CRM efforts of individual hotels on the quality of their relationship with the brand. The sample was drawn from mainland Chinese customers because of the growing importance of the Chinese tourism market. Results reveal that program benefits have no significant effect on the quality of the relationship of the member with the hotel brand. The communication of the program to its members and the customer orientation of individual hotels are the key determinants of relationship quality.
2009-2010 > Academic research: refereed > Refereed conference pape
International Journal of Contemporary Hospitality Management, 2017
Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction to... more Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the hotel brand, and its outcomes. The moderating impact of membership level on the hypothesized relationships was also investigated. Design/methodology/approach A usable sample of 920 active members of a hotel loyalty program was obtained. Structural equation modeling with partial least squares method was used to estimate the structural relationships and to investigate the moderating effect of membership level. Findings Employee’s customer orientation, membership communication and hotel stay-related benefits are determinants of the loyalty program members’ BRQ. BRQ is also confirmed as a higher-order construct of three latent variables which include trust, satisfaction and commitment. Moderating ef...
New employee turnover has long been a concern of those who investigate human resources issues. Ac... more New employee turnover has long been a concern of those who investigate human resources issues. According to Hong Kong hotel statistics, the average annual turnover rate of em-ployees with less than 1 year of service was between 44 % and 66 % for the period between 1985 and 1999. Excessive employee turnover is costly. It also dampens employee morale and affects the service quality for hotel guests. The objectives of this study are to investigate the impact of job and social factors on new employees’organizational commitment and in-tentions to leave. The authors collected 249 self-administered questionnaires, the results of which showed that subjective norm and training are related to turnover intention, whereas subjective norm, mentorship, and the job itself are related to organizational commitment. Training, family-gathering functions, selection of quality mentors, and job enrichment are possible solutions to retain committed newcomers and reduce turnover rates.
Journal of Hospitality and Tourism Management, 2021
Abstract Research on tourist transformation and transformative experiences is in its infancy. How... more Abstract Research on tourist transformation and transformative experiences is in its infancy. How tourists are triggered in a transformative dynamic of positive and negative components is little understood. This study attempts to fill this gap by using transformative learning theory (TLT) to explore working holiday experiences, based on evidence from Hong Kong tourists. A working holiday is a unique informal learning context involving an extended stay at a destination, which offers both pleasures and challenges. Interviews with working holiday tourists reveal that pleasurable and painful experiences are included in their working holiday recollections. Working holiday tourists transform themselves informally through these experiences, attaining psychological, behavioural and convictional outcomes. Our results provide managerial insights for government agencies, host destinations and other stakeholders, showing how they can enhance working holiday tourists’ experiences and enable transformative learning outcomes.
Asia Pacific Journal of Tourism Research, 2020
Tourism Management, 2011
... The internet is changing fundamentally the travel information search and destination selectio... more ... The internet is changing fundamentally the travel information search and destination selection process ... The Hong Kong Polytechnic University's School of Hotel and Tourism Management since 2000. ... Statistically significant differences emerged on seven of the 10 variables tested ...
Journal of Vacation Marketing, 2019
The concept of affordable luxury has elicited attention among hoteliers in recent years. This stu... more The concept of affordable luxury has elicited attention among hoteliers in recent years. This study developed and tested an instrument to measure hotel guest experiences of an affordable luxury hotel and investigated the influence of three dimensions of hotel guest experience on brand prestige (BP) namely physical environment (PE), guest-to-staff encounters (GSEs), and guest-to-guest encounters (GGEs). A total of 423 usable self-administered questionnaires were obtained from the guests of an affordable luxury hotel. Exploratory factor analysis and confirmatory factor analysis were used to reduce and confirm the measurement model of the proposed constructs, respectively. Structural equation modeling was adopted to test the proposed relationships. All three dimensions are significant antecedents of BP. PE is the most important, followed by GSEs, and then GGEs. A modified importance–performance analysis (IPA) was conducted by comparing the perceived performance and the derived importan...
Journal of China Tourism Research, 2019
This paper provides insights into the attitudes and behaviors of Chinese Millennials towards dini... more This paper provides insights into the attitudes and behaviors of Chinese Millennials towards dining out, based on a sample of 468 respondents in Hong Kong, China. Millennials are the generation that is most conscious of sustainability and personal health issues, and they are contributing to the growing demand for wellness-related products and services. The Chinese are the largest emerging group within this cohort for global spending and wealth creation, and their consumption behaviors are increasingly influential in a resourcescarce world. Prior studies have adopted various approaches to segment restaurant customers. However, none have formed segments using consumer health and environmental-related attitudes and behaviors. Furthermore, there have been relatively few studies on the menu information which customers value most. Respondents in the current study were segmented on the basis of their lifestyles and health and environmental consciousness. The researchers identified six customer segments and compared their attitudes to two types of information on restaurant menusnutrition and sustainability.
Journal of Hospitality Marketing & Management, 2017
ABSTRACT This study investigates the dining behaviors of Hong Kong hotel restaurant customers, th... more ABSTRACT This study investigates the dining behaviors of Hong Kong hotel restaurant customers, their health and environmental consciousness and lifestyles, and their attitudes toward nutritional and sustainability menu labeling. Previous diners of an independent hotel are surveyed online resulting in 1,255 usable responses. Results suggested that respondents eat frequently outside their homes, particularly during weekends. They exhibited heightened health consciousness and environmental awareness than the ratings for healthy and environment friendly lifestyles. In support of the signaling theory, restaurant menu labels are cues that allow customers to understand the nature of the products that they will order and consume. When evaluating menu labeling, customers consider multiple attributes of the menu in dining in a restaurant, and they prioritize nutritional aspects over sustainability. Significant differences were observed between the attitudes of male and female customers toward 14 nutritional and sustainability menu label descriptions, whereas age indicated no significant influence.
Journal of Hospitality Marketing & Management, 2017
This study investigates the dining behaviors of Hong Kong hotel restaurant customers, their healt... more This study investigates the dining behaviors of Hong Kong hotel
restaurant customers, their health and environmental consciousness
and lifestyles, and their attitudes toward nutritional and sustainability
menu labeling. Previous diners of an independent hotel are surveyed
online resulting in 1,255 usable responses. Results suggested that
respondents eat frequently outside their homes, particularly during
weekends. They exhibited heightened health consciousness and
environmental awareness than the ratings for healthy and environment
friendly lifestyles. In support of the signaling theory, restaurant
menu labels are cues that allow customers to understand the nature
of the products that they will order and consume. When evaluating
menu labeling, customers consider multiple attributes of the menu in
dining in a restaurant, and they prioritize nutritional aspects over
sustainability. Significant differences were observed between the
attitudes of male and female customers toward 14 nutritional and
sustainability menu label descriptions, whereas age indicated no
significant influence.
2006-2007 > Academic research: refereed > Refereed conference pape
Journal of Hospitality Marketing & Management, Jul 14, 2023
Journal of Travel & Tourism Marketing, Oct 3, 2014
ABSTRACT Hotel chains should understand the effectiveness of the benefits offered by their progra... more ABSTRACT Hotel chains should understand the effectiveness of the benefits offered by their programs and the influence of customer relationship management (CRM) initiatives of individual hotels because of the high operating costs of loyalty programs and the risk of creating an affinity to the rewards they offer rather than to the brand itself. This study determines the effect of the satisfaction of hotel loyalty program members on the benefits they receive, and the CRM efforts of individual hotels on the quality of their relationship with the brand. The sample was drawn from mainland Chinese customers because of the growing importance of the Chinese tourism market. Results reveal that program benefits have no significant effect on the quality of the relationship of the member with the hotel brand. The communication of the program to its members and the customer orientation of individual hotels are the key determinants of relationship quality.
2009-2010 > Academic research: refereed > Refereed conference pape
International Journal of Contemporary Hospitality Management, 2017
Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction to... more Purpose This study aims to investigate the impact of the loyalty program members’ satisfaction toward the hotel loyalty program benefits and the customer management relationship initiatives of individual hotels on the brand relationship quality (BRQ), i.e. their relationship quality with the hotel brand, and its outcomes. The moderating impact of membership level on the hypothesized relationships was also investigated. Design/methodology/approach A usable sample of 920 active members of a hotel loyalty program was obtained. Structural equation modeling with partial least squares method was used to estimate the structural relationships and to investigate the moderating effect of membership level. Findings Employee’s customer orientation, membership communication and hotel stay-related benefits are determinants of the loyalty program members’ BRQ. BRQ is also confirmed as a higher-order construct of three latent variables which include trust, satisfaction and commitment. Moderating ef...
New employee turnover has long been a concern of those who investigate human resources issues. Ac... more New employee turnover has long been a concern of those who investigate human resources issues. According to Hong Kong hotel statistics, the average annual turnover rate of em-ployees with less than 1 year of service was between 44 % and 66 % for the period between 1985 and 1999. Excessive employee turnover is costly. It also dampens employee morale and affects the service quality for hotel guests. The objectives of this study are to investigate the impact of job and social factors on new employees’organizational commitment and in-tentions to leave. The authors collected 249 self-administered questionnaires, the results of which showed that subjective norm and training are related to turnover intention, whereas subjective norm, mentorship, and the job itself are related to organizational commitment. Training, family-gathering functions, selection of quality mentors, and job enrichment are possible solutions to retain committed newcomers and reduce turnover rates.
Journal of Hospitality and Tourism Management, 2021
Abstract Research on tourist transformation and transformative experiences is in its infancy. How... more Abstract Research on tourist transformation and transformative experiences is in its infancy. How tourists are triggered in a transformative dynamic of positive and negative components is little understood. This study attempts to fill this gap by using transformative learning theory (TLT) to explore working holiday experiences, based on evidence from Hong Kong tourists. A working holiday is a unique informal learning context involving an extended stay at a destination, which offers both pleasures and challenges. Interviews with working holiday tourists reveal that pleasurable and painful experiences are included in their working holiday recollections. Working holiday tourists transform themselves informally through these experiences, attaining psychological, behavioural and convictional outcomes. Our results provide managerial insights for government agencies, host destinations and other stakeholders, showing how they can enhance working holiday tourists’ experiences and enable transformative learning outcomes.
Asia Pacific Journal of Tourism Research, 2020
Tourism Management, 2011
... The internet is changing fundamentally the travel information search and destination selectio... more ... The internet is changing fundamentally the travel information search and destination selection process ... The Hong Kong Polytechnic University's School of Hotel and Tourism Management since 2000. ... Statistically significant differences emerged on seven of the 10 variables tested ...
Journal of Vacation Marketing, 2019
The concept of affordable luxury has elicited attention among hoteliers in recent years. This stu... more The concept of affordable luxury has elicited attention among hoteliers in recent years. This study developed and tested an instrument to measure hotel guest experiences of an affordable luxury hotel and investigated the influence of three dimensions of hotel guest experience on brand prestige (BP) namely physical environment (PE), guest-to-staff encounters (GSEs), and guest-to-guest encounters (GGEs). A total of 423 usable self-administered questionnaires were obtained from the guests of an affordable luxury hotel. Exploratory factor analysis and confirmatory factor analysis were used to reduce and confirm the measurement model of the proposed constructs, respectively. Structural equation modeling was adopted to test the proposed relationships. All three dimensions are significant antecedents of BP. PE is the most important, followed by GSEs, and then GGEs. A modified importance–performance analysis (IPA) was conducted by comparing the perceived performance and the derived importan...
Journal of China Tourism Research, 2019
This paper provides insights into the attitudes and behaviors of Chinese Millennials towards dini... more This paper provides insights into the attitudes and behaviors of Chinese Millennials towards dining out, based on a sample of 468 respondents in Hong Kong, China. Millennials are the generation that is most conscious of sustainability and personal health issues, and they are contributing to the growing demand for wellness-related products and services. The Chinese are the largest emerging group within this cohort for global spending and wealth creation, and their consumption behaviors are increasingly influential in a resourcescarce world. Prior studies have adopted various approaches to segment restaurant customers. However, none have formed segments using consumer health and environmental-related attitudes and behaviors. Furthermore, there have been relatively few studies on the menu information which customers value most. Respondents in the current study were segmented on the basis of their lifestyles and health and environmental consciousness. The researchers identified six customer segments and compared their attitudes to two types of information on restaurant menusnutrition and sustainability.
Journal of Hospitality Marketing & Management, 2017
ABSTRACT This study investigates the dining behaviors of Hong Kong hotel restaurant customers, th... more ABSTRACT This study investigates the dining behaviors of Hong Kong hotel restaurant customers, their health and environmental consciousness and lifestyles, and their attitudes toward nutritional and sustainability menu labeling. Previous diners of an independent hotel are surveyed online resulting in 1,255 usable responses. Results suggested that respondents eat frequently outside their homes, particularly during weekends. They exhibited heightened health consciousness and environmental awareness than the ratings for healthy and environment friendly lifestyles. In support of the signaling theory, restaurant menu labels are cues that allow customers to understand the nature of the products that they will order and consume. When evaluating menu labeling, customers consider multiple attributes of the menu in dining in a restaurant, and they prioritize nutritional aspects over sustainability. Significant differences were observed between the attitudes of male and female customers toward 14 nutritional and sustainability menu label descriptions, whereas age indicated no significant influence.
Asia Pacific Journal of Tourism Research
ABSTRACT The case presents the background of the Wharf Hotels (WH) and its two brands, namely, Ni... more ABSTRACT The case presents the background of the Wharf Hotels (WH) and its two brands, namely, Niccolo Hotels and Marco Polo Hotels. This case discusses the various initiatives that Dr. Jennifer Cronin, President of WH, and her Executive Committee have rolled out in marketing, human resources and business development since Dr. Cronin became President. Moreover, the challenges faced by WH and the available opportunities are identified. Based on the information presented in this case, students can assess whether WH has the resources and capability to build sustainable competitive advantages to transform into a preferred international hotel brand among its important stakeholders.