Dr Nelson Tsang
Lecturer
School of Hotel and Tourism Management
The Hong Kong Polytechnic University
Areas of Research Expertise
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Service Quality
Customer Satisfaction
Destination Image
Motivation
Areas of Teaching Expertise
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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, customer
satisfaction.
Qualifications
[ Academic qualifications ]
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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 ]
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Certified Hospitality Educator (CHE) 2001
[ Major Research Grants ]
- For Completed Projects:
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Project Title: The Impact of Political Changes on Destination Image - A case study :
Hong Kong (Year 1997) (with Dr. Tat Choi)
Project Title: Motivating Hong Kong Hotel Employees. (Year 1997) (Project Leader)
Project Title: The Impact of Learning Styles on the Entrepreneurial Perceptions of HK
Managers in relation to Innovation and Technology Transfer Issues. (Year 1999)
Project Title: Relational Quality in Service Encounters between Guests and Front-line
Staff. (Omnibus Surveys Year 2000 - International Visitor Survey) (Project Leader)
Publications
[ Scholarship and Publications ]
- Journal Articles:
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Tsang, N. K.F. & Ap, J. (2007). Tourists' perceptions of Relational Quality Service
Attributes: A Cross-Cultural Study. Journal of Travel Research, 45 (3), 355-363.
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), 105-128.
Tsang, Nelson. & 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), 316-326.
Wong, K., Pine, R., & Tsang, Nelson. (2000). Learning Style Preference and
Implications for Training Programs in the Hospitality & Tourism Education, 12(2), 3240
Wong, Simon., Siu, Vickie., & Tsang, Nelson. (1999). The Impact of Demographic
Factors on Hong Kong Hotel Employees’ Choice of Job-Related Motivators.
International Journal of Contemporary Hospitality Management, 11(5), 230-241.
Mak, Barry., Tsang, Nelson., & Cheung, Irene. (1999). Taiwanese Tourists’ Shopping
Preferences. Journal of Vacation Marketing, 5(2), 190-198.
Qu, Hailin., & Tsang, Nelson. (1998). Service Quality Gap in China’s Hotel Industry:
A Study of Tourist Perceptions and Expectations. Journal of Hospitality & Tourism
Research, 22(3), 252-267.
Siu, Vickie., Tsang, Nelson., & Wong, Simon. (1997). Motivating Hong Kong Hotel
Employees. The Cornell Hotel and Restaurant Administration Quarterly, 38(5), 44-49.
- Conference Papers:
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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.
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
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Tsang, N. Tourist Destinations. (Module 2) in Travel and Tourism, Hong Kong: The
Travel and Tourism Education Program (H. K.) LTD., Oct, 1993. pp.7 - 173.
Tsang, N. Amusement Industry Abstract; Asia. Prepared for the International
Association of Amusement Parks and Attractions, 1993.
Consultancies
[ Consultancies and Professional Practice ]
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Ap, J. & Tsang K. F. Nelson. (2002-2003). Ocean Park Guest Survey Report. (Phase I).
Prepared for Ocean Park Corporation
Ap, J. & Tsang K. F. Nelson. (2002-2003). Ocean Park Guest Survey Report. (Phase I).
Prepared for Ocean Park Corporation
Tsang K. F. Nelson. & Ap, J. (2001-2002) Ocean Park Staff Survey Report. Prepared
for Ocean Park Corporation.
Yeung, Sylvester., Tsang K. F. Nelson., & Tan, Amy. (2002-2003). A Snapshot of
Starbucks’ Service Report. (Phase III). Prepared for Coffee Concepts (Hong Kong)
Limited.
Yeung, Sylvester., Tsang K. F. Nelson., & Tan, Amy. (2002-2003). A Snapshot of
Starbucks’ Service Report. (Phase II). Prepared for Coffee Concepts (Hong Kong)
Limited.
Yeung, Sylvester., Tsang K. F. Nelson., & Tan, Amy. (2002-2003). A Snapshot of
Starbucks’ Service Report. (Phase I). Prepared for Coffee Concepts (Hong Kong)
Limited.
Ap, J. & Tsang K. F. Nelson. (2001-2002). Ocean Park Guest Survey Report. (Phase II).
Prepared for Ocean Park Corporation.
Ap, J. & Tsang K. F. Nelson. (2001-2002). Ocean Park Guest Survey Report. (Phase I).
Prepared for Ocean Park Corporation
Wong, S. & Tsang K.F. (1999) Service Audit-cake Shops Consultancy Report. Prepared
for Maxim Caterer's Limited.
Ap, J. & Tsang K. F. (1996) Ocean Park Annual Pass Members’ Survey Report.
Prepared for Ocean Park Corporation.
Ap, J. & Tsang K. F. (1995) Ocean Park Guest Survey Report (Phase I). Prepared for
Ocean Park Corporation.
Ap, J. & Tsang K. F. (1994) Ocean Park Guest Survey Report (Phase II). Prepared for
Ocean Park Corporation.
Ap, J. & Tsang, K. F. (1994) Water World Survey Report. Prepared for Ocean Park
Corporation.
Ap, J. & Tsang, K. F. (1994) Ocean Park Guest Survey Report (Phase I). Prepared for
Ocean Park Corporation.
Additional Information
[ Summary of Supervision of Higher Degree ]
User Perceptions of Service Quality in Urban Council Tennis Facilities in Hong Kong.
(Principal Supervisor of Master Candidate in Recreation and Sports Management,
Department of Human Movement, Recreation and Performance, Victoria University of
Technology.)