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Tsz Wai Lui

Bio: Tsz Wai Lui is an academic researcher from Ming Chuan University. The author has contributed to research in topics: Customer retention & Service quality. The author has an hindex of 7, co-authored 14 publications receiving 498 citations. Previous affiliations of Tsz Wai Lui include Cornell University & Hong Kong Polytechnic University.

Papers
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Journal ArticleDOI
TL;DR: In this article, the authors examine how IT enables value co-creation in tourism and why some players appear to appropriate the value created in the partnership more successfully compared to others, and suggest that operators that achieve superior performance in terms of appropriating value do so because of superior strategic fit with the objectives of the value-creation initiative, synergy with other members of the network, and IT readiness to conduct business electronically.

256 citations

Journal ArticleDOI
TL;DR: In this paper, the authors focus on the impact of managers' response quantity and quality of usage of online review systems and find that response quantity positively impacts hotels' competitive performance, and responses have a stronger positive impact when they address extreme reviews.

78 citations

Journal ArticleDOI
TL;DR: In this article, the authors report the results of a mixed-method study in a hotel that offers three contributions to the development and refinement of IT-enabled service personalization theory and explore the role of signifiers in the design of customer service systems, showing that they significantly increase customer preference elicitation during the learning phase of the personalization process.

78 citations

Journal ArticleDOI
TL;DR: These product attributes and their moderating effects on the relationships between virtual reality and product knowledge, attitude and purchase intention should be studied further so that companies can make decides on the investment in their presence in virtual worlds and the marketing strategies most appropriate for their products.
Abstract: More and more businesses are selling products and providing services through multiple channels. 3D virtual worlds are emerging to be one of the channels for companies to communicate with their customers. Being able to simulate similar experiences as customers have in real stores, virtual worlds are able to enhance product knowledge, attitude and purchase intention of customers. However, not all product attributes are able to be experienced virtually because not all kinds of senses (e.g. taste) can be digitzed and presented through a virtual reality interface. Applying theory of cognitive fit and media richness theory, we propose the products attributes that can be experienced virtually with the current technologies. These product attributes and their moderating effects on the relationships between virtual reality and product knowledge, attitude and purchase intention should be studied further so that companies can make decides on the investment in their presence in virtual worlds and the marketing strategies most appropriate for their products.

73 citations


Cited by
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01 Nov 2008

2,686 citations

Journal ArticleDOI
TL;DR: In this paper, service-dominant (S-D) logic has taken a series of significant theoretical turns, and has had foundational premises modified and added and consolidated into a smaller set of core axioms.

828 citations

Journal ArticleDOI
TL;DR: That's it, a book to wait for in this month; even you have wanted for long time for releasing this book shaping the future business design through information technology; you may not be able to get in some stress; but now, the authors are coming to give you excellent solution.
Abstract: That's it, a book to wait for in this month. Even you have wanted for long time for releasing this book shaping the future business design through information technology; you may not be able to get in some stress. Should you go around and seek fro the book until you really get it? Are you sure? Are you that free? This condition will force you to always end up to get a book. But now, we are coming to give you excellent solution.

432 citations

Journal ArticleDOI
TL;DR: This paper investigated why people who actively engage in environmental protection at home engage in vacation behavior which has negative environmental consequences, albeit unintentionally, and found that participants did not report changing their behaviour; instead, they offered a wide range of explanations justifying their tourist activities.

429 citations

Journal ArticleDOI
TL;DR: It is found that flow mediates the impacts of technological and spatial environments on intention to purchase virtual products.
Abstract: Although research on three-dimensional virtual environments abounds, little is known about the social and business aspects of virtual worlds. Given the emergence of large-scale social virtual worlds, such as Second Life, and the dramatic growth in sales of virtual goods, it is important to understand the dynamics that govern the purchase of virtual goods in virtual worlds. Employing the stimulus-organism-response (S-O-R) framework, we investigate how technological (interactivity and sociability) and spatial (density and stability) environments in virtual worlds influence the participants' virtual experiences (telepresence, social presence, and flow), and how experiences subsequently affect their response (intention to purchase virtual goods). The results of our survey of 354 Second Life residents indicate that interactivity, which enhances the interaction with objects, has a significant positive impact on telepresence and flow. Also, sociability, which fosters interactions with participants, is significantly associated with social presence, although no such significant impact was observed on flow. Furthermore, both density and stability are found to significantly influence participants' virtual experiences; stability helps users to develop strong social bonds, thereby increasing both social presence and flow. However, contrary to our prediction of curvilinear patterns, density is linearly associated with flow and social presence. Interestingly, the results exhibit two opposing effects of density: while it reduces the extent of flow, density increases the amount of social presence. Since social presence is found to increase flow, the net impact of density on flow depends heavily on the relative strength of the associations involving these three constructs. Finally, we find that flow mediates the impacts of technological and spatial environments on intention to purchase virtual products. We conclude the paper with a discussion of the theoretical and practical contributions of our findings.

421 citations