Other affiliations: Hong Kong Polytechnic University
Bio: Ronnie Cheung is an academic researcher from University of South Australia. The author has contributed to research in topics: Mobile computing & Middleware. The author has an hindex of 13, co-authored 40 publications receiving 1173 citations. Previous affiliations of Ronnie Cheung include Hong Kong Polytechnic University.
TL;DR: The ability to share information in the collaborative learning environment is found to influence intention and behavior toward the Google Applications platform, but results do not show a significant effect of subjective norms represented by instructors and mass media on students' intentions to use the technology.
Abstract: Collaborative technologies support group work in project-based environments. In this study, we enhance the technology acceptance model to explain the factors that influence the acceptance of Google Applications for collaborative learning. The enhanced model was empirically evaluated using survey data collected from 136 students enrolled in a full-time degree program that used Google Applications to support project work. According to the research results, determinants of the technology acceptance model are the major factors influencing the adoption of the technology. In addition, the subjective norm represented by peers is found to significantly moderate the relationship between attitude and intention toward the technology. However, our results do not show a significant effect of subjective norms represented by instructors and mass media on students' intentions to use the technology. The ability to share information in the collaborative learning environment is found to influence intention and behavior toward the Google Applications platform.
TL;DR: In this paper, the recycling attitudes and behaviour of university students and staff members, and suggest ways to improve environmental policies and recycling facilities in a university campus, were investigated and found that behavioural intention with regard to recycling is influenced by attitude, the subjective norms, perceived behavioural control, awareness of consequences, the mora...
Abstract: Purpose – This study investigates the recycling attitudes and behaviour of university students and staff members, and suggests ways to improve environmental policies and recycling facilities in a university campus.Design/methodology/approach – This study applies the theory of planned behaviour, through which it develops an instrument to measure the determinants of recycling behaviour among the people in a university campus. A survey was designed and administered at a public university in Hong Kong; 205 valid responses from 179 students and 26 staff members were collected. A partial least squares approach was used to validate the proposed model. This model accounted for the 42.1 per cent and 50.3 per cent variance (R2) in behavioural intention and behaviour, respectively, vis‐a‐vis recycling activities.Findings – The survey results suggested that behavioural intention with regard to recycling is influenced by attitude, the subjective norms, perceived behavioural control, awareness of consequences, the mora...
TL;DR: Mei Mei Lau et al. as mentioned in this paper identified the interrelationships between service quality, customer satisfaction and customer loyalty in the retail banking sector in Hong Kong and found out the most important attributes of service quality in retail banks.
Abstract: The goal of this study is to identify the interrelationships between service quality, customer satisfaction and customer loyalty in the retail banking sector in Hong Kong. The study also aims to find out the most important attributes of service quality in retail banks, which can be used to evaluate the characteristics of banking service quality as perceived by customers. A sample of 119 retail banking customers was drawn from the Hong Kong and Shanghai Banking Corporation (HSBC) in Hong Kong. The questionnaire developed for this study was based on a SERVQUAL model that identified the influence of five dimensions (i.e. tangibility, responsibility, reliability, assurance and empathy) in banking service environments on customer satisfaction. The results indicate that the five SERVQUAL dimensions have a positive influence on customer satisfaction. Tangibility, responsibility, reliability and assurance were more significant in contributing to customer satisfaction, while empathy was the least significant. This study suggests that SERVQUAL is a suitable instrument for measuring service quality in the retail banking sectors in Hong Kong. Hence, banking industry practitioners can consider this instrument as a tool to assess and help improve their service quality. Keywords: SERVQUAL, Service Quality, Customer Satisfaction, Customer Loyalty, Banking Industry, Hong Kong To cite this document: Mei Mei Lau, Ronnie Cheung, Aris Y. C. Lam, and Yuen Ting Chu, "Measuring Service Quality in the Banking Industry: A Hong Kong Based Study", Contemporary Management Research, Vol.9, No.3, pp.263-282, 2013. Permanent link to this document: http://dx.doi.org/10.7903/cmr.11060
TL;DR: Lam et al. as mentioned in this paper investigated the relationship among green perceived value, green trust, satisfaction, and repurchase intention of green products and found that green trust and satisfaction mediate the relationship between perceived value and green perceived intention.
Abstract: This study investigates the relationship among green perceived value, green trust, satisfaction, and repurchase intention of green products. A research model was developed to investigate the factors affecting the repurchase intention of green products. The research results demonstrated that green trust and satisfaction mediate the relationship between green perceived value and repurchase intention. The research results also indicated that the drivers of green product repurchase intention are represented by perceived value, green trust, and satisfaction. Companies should emphasize resources to improve these aspects in order to enhance green product repurchase intention among consumers. Keywords: Green Products, Repurchase Intention To cite this document: Aris Y. C. Lam, Mei Mei Lau, and Ronnie Cheung, "Modelling the Relationship among Green Perceived Value, Green Trust, Satisfaction, and Repurchase Intention of Green Products", Contemporary Management Research, Vol.12, No.1, pp. 47-60, 2016. Permanent link to this document: http://dx.doi.org/10.7903/cmr.13842
TL;DR: In this paper, the authors investigated the impact of electronic word-of-mouth on information adoption in online customer communities, and concluded that timeliness and comprehensiveness of information, trustworthiness and quality of information have positive influence on information usefulness, which in turn predicts the consumer purchase intention.
Abstract: This study focuses on the information adoption behaviours in online communities, and investigates how such behaviours affect the purchase intention of consumers. A research model was constructed to investigate the impact of electronic word-of-mouth on information adoption in online customer communities. A survey was conducted using a sample of 100 respondents and a partial least squares approach was used to validate the research model. The research results concluded that timeliness and comprehensiveness of information, trustworthiness and quality of information have positive influence on information usefulness, which in turn predicts the consumer purchase intention.
TL;DR: The continuing convergence of the digital marketing and sales funnels has created a strategic continuum from digital lead generation to digital sales, which identifies the current composition of this digital continuum while providing opportunities to evaluate sales and marketing digital strategies.
Abstract: MKT 6009 Marketing Internship (0 semester credit hours) Student gains experience and improves skills through appropriate developmental work assignments in a real business environment. Student must identify and submit specific business learning objectives at the beginning of the semester. The student must demonstrate exposure to the managerial perspective via involvement or observation. At semester end, student prepares an oral or poster presentation, or a written paper reflecting on the work experience. Student performance is evaluated by the work supervisor. Pass/Fail only. Prerequisites: (MAS 6102 or MBA major) and department consent required. (0-0) S MKT 6244 Digital Marketing Strategy (2 semester credit hours) Executive Education Course. The course explores three distinct areas within marketing and sales namely, digital marketing, traditional sales prospecting, and executive sales organization and strategy. The continuing convergence of the digital marketing and sales funnels has created a strategic continuum from digital lead generation to digital sales. The course identifies the current composition of this digital continuum while providing opportunities to evaluate sales and marketing digital strategies. Prerequisites: MKT 6301 and instructor consent required. (2-0) Y MKT 6301 (SYSM 6318) Marketing Management (3 semester credit hours) Overview of marketing management methods, principles and concepts including product, pricing, promotion and distribution decisions as well as segmentation, targeting and positioning. (3-0) S MKT 6309 Marketing Data Analysis and Research (3 semester credit hours) Methods employed in market research and data analysis to understand consumer behavior, customer journeys, and markets so as to enable better decision-making. Topics include understanding different sources of data, survey design, experiments, and sampling plans. The course will cover the techniques used for market sizing estimation and forecasting. In addition, the course will cover the foundational concepts and techniques used in data visualization and \"story-telling\" for clients and management. Corequisites: MKT 6301 and OPRE 6301. (3-0) Y MKT 6310 Consumer Behavior (3 semester credit hours) An exposition of the theoretical perspectives of consumer behavior along with practical marketing implication. Study of psychological, sociological and behavioral findings and frameworks with reference to consumer decision-making. Topics will include the consumer decision-making model, individual determinants of consumer behavior and environmental influences on consumer behavior and their impact on marketing. Prerequisite: MKT 6301. (3-0) Y MKT 6321 Interactive and Digital Marketing (3 semester credit hours) Introduction to the theory and practice of interactive and digital marketing. Topics covered include: online-market research, consumer behavior, conversion metrics, and segmentation considerations; ecommerce, search and display advertising, audiences, search engine marketing, email, mobile, video, social networks, and the Internet of Things. (3-0) T MKT 6322 Internet Business Models (3 semester credit hours) Topics to be covered are: consumer behavior on the Internet, advertising on the Internet, competitive strategies, market research using the Internet, brand management, managing distribution and supply chains, pricing strategies, electronic payment systems, and developing virtual organizations. Further, students learn auction theory, web content design, and clickstream analysis. Prerequisite: MKT 6301. (3-0) Y MKT 6323 Database Marketing (3 semester credit hours) Techniques to analyze, interpret, and utilize marketing databases of customers to identify a firm's best customers, understanding their needs, and targeting communications and promotions to retain such customers. Topics
TL;DR: The main aim of the paper is to provide an up-to-date, well-researched resource of past and current references to TAM-related literature and to identify possible directions for future TAM research.
Abstract: With the ever-increasing development of technology and its integration into users' private and professional life, a decision regarding its acceptance or rejection still remains an open question. A respectable amount of work dealing with the technology acceptance model (TAM), from its first appearance more than a quarter of a century ago, clearly indicates a popularity of the model in the field of technology acceptance. Originated in the psychological theory of reasoned action and theory of planned behavior, TAM has evolved to become a key model in understanding predictors of human behavior toward potential acceptance or rejection of the technology. The main aim of the paper is to provide an up-to-date, well-researched resource of past and current references to TAM-related literature and to identify possible directions for future TAM research. The paper presents a comprehensive concept-centric literature review of the TAM, from 1986 onwards. According to a designed methodology, 85 scientific publications have been selected and classified according to their aim and content into three categories such as (i) TAM literature reviews, (ii) development and extension of TAM, and (iii) modification and application of TAM. Despite a continuous progress in revealing new factors with significant influence on TAM's core variables, there are still many unexplored areas of model potential application that could contribute to its predictive validity. Consequently, four possible future directions for TAM research based on the conducted literature review and analysis are identified and presented.
01 Jan 2008
TL;DR: By J. Biggs and C. Tang, Maidenhead, England; Open University Press, 2007.
Abstract: by J. Biggs and C. Tang, Maidenhead, England, Open University Press, 2007, 360 pp., £29.99, ISBN-13: 978-0-335-22126-4
•01 Jan 1994
TL;DR: In this paper, a natural resource-based view of the firm is proposed, which is composed of three interconnected strategies: pollution prevention, product stewardship, and sustainable development, and each of these strategies are advanced for each of them regarding key resource requirements and their contributions to sustained competitive advantage.
Abstract: Historically, management theory has ignored the constraints imposed by the biophysical (natural) environment. Building upon resource-based theory, this article attempts to fill this void by proposing a natural-resource-based view of the firm—a theory of competitive advantage based upon the firm's relationship to the natural environment. It is composed of three interconnected strategies: pollution prevention, product stewardship, and sustainable development. Propositions are advanced for each of these strategies regarding key resource requirements and their contributions to sustained competitive advantage.
01 Jan 1997
TL;DR: Heskett, Sasser, and Schlesinger as mentioned in this paper show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly link profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity.
Abstract: Why are a select few service firms better at what they do - year in and year out - than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.