Noel Y. M. Siu

• PhD
• Professor Emeritus and Teaching Consultant at Hong Kong Baptist University

Purpose The purpose of this paper is to investigate the moderating role of cultural factors (concern for face and stability of attribution) in the relationships among service recovery quality, postrecovery satisfaction and repurchase intention. Based on the politeness theory, this paper proposes a theoretical model for understanding how concern for...

Service failure is common and inevitable due to the unique characteristics of services. It is essential for service organizations to carefully handle service failure and employ effective recovery strategies to maintain and improve customer satisfaction, especially when consumers experience mixed emotions towards the organization. However, most serv...

Drawing on conservation of resources theory, this study aims to investigate the impact of online customer engagement on brand love via dual mediating mechanisms, empowerment (bright side) and stress (dark side). The roles of perceived brand quality and extroversion as weakener and facilitator respectively on the dark side effect are also examined....

Purpose-By extending the expectancy-disconfirmation theory and integrating the elaboration likelihood model, this study aims to explore the reference effects (i.e. disconfirmation and self-identity) and customer engagement that affect customer experience on satisfaction with a museum visit. The study is designed to test a dual-mediator mechanism in...

Purpose Can we always expect that service recovery justice leads to satisfaction? Literature has shown that a number of moderating factors impact the recovery justice-satisfaction link in different cultures. However, there is a dearth of research that has indicated the key cultural variables that play a moderating role. This study aims to attempt t...

There is a general lack of clarity regarding measurement of the self-brand congruity construct, which also calls for cross-national validation. Although previous evidence suggests a positive relationship between self-brand congruity and consumer brand associations (brand attachment), this relationship requires a deeper investigation. This study tes...

The moderating effects of justice perceptions and stability of attribution on the relationship between brand equity and repurchase intention was investigated by applying both justice and attribution theories. Six hundred Chinese consumers who had recently suffered poor service from their telecommunications service provider were surveyed. Their resp...

The present study advances the literature by examining the meditating roles of postrecovery satisfaction in the relationships between distributive and interactional justices, and postrecovery attitudes. The model is empirically tested using survey data collected from 600 telecommunications service customers; and analyzed using partial least squares...

Based on the expectancy-disconfirmation theory, the linkage between disconfirmation and satisfaction has been discussed for decades. Customer engagement has emerged as significant research area due to its role in enhancing competitive corporate advantage. Nevertheless, little is known about the role of customer engagement in explaining disconfirmat...

Providing zero-defect service should be the desired objective of all service marketers, but service failure is common and inevitable due to the unique characteristics of services. The present study advances the literature by examining the moderating roles of concern for face (CFF) and belief in fate (BIF) in the relationships linking distributive a...

In the past two decades, the notion of “customer relationship management” (CRM) has been widelydiscussedandresearched.[...]

Purpose This paper aims to investigate the impact of brand equity on Chinese consumers’ affective attitudes toward luxury brands and their behavioral intentions by applying the cognitive-affective model. The interaction effect between face saving and consumer’s affective attitude on luxury consumption is also examined. Design/methodology/approach...

Recently, increasing emphasis has been placed on university graduates' attainment of generic capabilities that enable them to function effectively as citizens in both local and international communities. In this connection, this community of practice attempts to assess how well our students have attained the seven Hong Kong Baptist University Gradu...

Customer satisfaction has been regarded as a key antecedent to positive future consumption behavior; however, studies on the relationship between satisfaction and personal well-being in the cultural context are scarce. To fill the research gap, a field survey with a sample of 367 cultural visitors in the performing arts context was conducted to inv...

There is an increasing interest in understanding community engagement in online environment. Prior research in the consumer engagement literature shows that such engagement has important implications for the co-creations and interactions between consumers and businesses. However, still very few studies examined the notion in this computer-mediated...

Drawn from both the marketing literature and the information system adoption literature, the present study attempts to examine the roles of service quality, perceived risks and consumer innovativeness in Internet banking. Findings indicate that when innovativeness of consumers is high, the impact of service quality and perceived risk on intention t...

Service recovery has long been considered as an important retention strategy following service failure. However, recovery from a failure may not always work as effective as a firm expects, in which poor recovery engenders customer disappointment and results in switching behavior. Given that recovery is not the single solution in service failure con...

The authors report the findings of a study conducted among a sample of 202 Hong Kong-based Chinese importing companies regarding their working relationships with Western export manufacturers. In particular, the study emphasizes the effect of interpersonal factors on financial performance through the intervening roles of intercompany trust and relat...

Customer satisfaction has been regarded as a key antecedent to positive future consumption behavior. However, studies on the relationship between satisfaction and personal well-being in the cultural context are scarce. To fill the research gap, a field survey with a sample of 367 cultural visitors in the performing arts context was conducted to inv...

In the paper, an inductively-derived model of marketing orientation is proposed. This had three major constituents (relating to customer orientation, employee orientations, and organisational coordination) which are all linked to a long-term survival requirement. On the basis of three detailed case studies, a scale of six levels has been developed...

The authors report the findings of a study conducted among a sample of 202 Hong Kong based Chinese importing companies regarding their working relationships with Western export manufacturers. In particular, the study emphasizes the effect of interpersonal factors on financial performance through the intervening roles of intercompany trust and relat...

Customers complain because they want to be treated fairly by the company when a service failure occurs. The role of perceived complaint justice and its relation to customer satisfaction has been discussed and researched. However, a static view is mostly adopted in previous literature. We argue that satisfaction is cumulative and both prior satisfac...

More and more customers nowadays play an active role in service encounters in which they are engaged in service production process to co create value. For instance, customers can enjoy service either by cooperating with service firms or by having the firms do all the production work. The benefits of customer value co-creation in service context are...

Academics, artists and policymakers have recently been exploring the relationship between cultural participation and well-being and have suggested that promoting the consumption of cultural activities might be a route to improving consumers' perceptions of well-being. However, there is a paucity of studies that have attempted to examine the underly...

This study examines the important role of the servicescape in relation to customers’ cognitive (beliefs about servicescape quality), affective (affect and satisfaction) and behavioral responses (desire to stay) in the context of convention and exhibition centers in Macao. Unlike previous servicescape studies, we include two personal customer charac...

This study seeks to identify the ethical beliefs of consumers in China and the relationship of these beliefs with moral ideologies. Results indicate that the ethical dimensions of Chinese consumers are somewhat similar compared with consumers in the west. However, the dimension signified here as “Actively Benefiting at the Expense of Others ” is un...

This study investigates the dimensions of service quality of an online film ticketing service and how they affect customers’ commitment through two routes—perceived relational benefits and satisfaction. Findings indicate that Web Site Design, Reliability, and Trust are strong predictors of Relational Benefit, and all dimensions are significant pred...

Notwithstanding the extensive literature on opportunism in buyer—seller relationships, scant empirical attention has been given to this issue in both international and Chinese contexts. Using a sample of 202 Hong Kong Chinese importers, this article highlights the harmful effect of Western exporters' opportunism on importers' long-term orientation...

China is now one of the largest and fastest-growing advertisement markets in the world. This research provides insights to assist advertising executives in their bid to target cosmetics consumers in Hong Kong and Shenzhen. Despite a tendency to retain certain traditional values, we find that Chinese women in these cities have increased their status...

While business relationships with China are receiving increased attention in both practitioner and academic discourse, very little empirical work however, has been undertaken to isolate and examine measures that focus on business-to-business relationships, and as such, research in this area is somewhat scant. In an attempt to bridge this gap, and a...

This study provides a comparison of the ethical perceptions of managers and non-managers, including professionals, teachers, sales persons and clerks, as well as technical and plant workers. Data of working individuals were collected in Hong Kong in the form of questionnaires which contain vignettes of questionable ethical issues. Factor analysis w...

Past research on measuring service quality in Internet banking is scarce. This study adapts the dimensions of the SERVQUAL (Zeithaml et al., 2000, 2002) and attempts to examine customers service quality perceptions in Internet banking, as well as the impact of these perceptions on customer satisfaction and future consumption intentions. Hong Kong,...

This study investigates Chinese consumers' decision-making styles. The Consumer Style Inventory (CSI) is administered to 387 adult consumers in China. Both an exploratory factor analysis and a confirmatory factor analysis are adopted to validate the CSI inventory. This results in an eighteen-item and seven-factor solution. Findings indicate that fi...

The role of training and its impact on company performance is studied in different types of enterprises in a transitional economy. A sample of manufacturing enterprises is drawn, using China as a case study. The findings indicate that training is perceived to be relatively important in non-state-owned enterprises (non-SOEs). Training objectives hav...

The relationship between consumers’ decision-making styles and their choice between domestic and imported brand clothing is investigated using a sample of Chinese consumers. The multivariate analysis of variance and discriminant analysis results indicate that seven decision-making styles together with other consumer behavioural characteristics can...

Current measures of service quality of retail grocery in the global market are scarce. A Retail Service Quality instrument is adopted to examine the service quality of a Japanese supermarket in Hong Kong and its impact on customer satisfaction and future consumption behavior. Five service dimensions emerged in the study. They are namely, Personal I...

The study investigates the impact of product-related factors on perceived product safety. The factors examined include price, brand name, country of origin, store name, source credibility, product testing, promotion channels, discount offered and packaging. Results indicate that the perceived product safety is significantly affected by all of the m...

Current measures of service quality for retail stores are scarce. A validated Retail Service Quality Scale is used to study the service quality delivery of a department store chain and its impact on consumption behaviour. It results in six dimensions; they are namely: personal interaction; policy; physical appearance; promises; problem solving; and...

The study focuses on an examination of the personal characteristics of the potential early adopters and an identification of crucial perceived innovation attributes for online shopping, using Hong Kong as a case study. Results indicate that the economic gains, availability, compatibility, security risk, monthly income, opinion leadership on technol...

This article investigates barriers to effective managerial practices in China in the 1990s. Strategic and enactment theories were adopted to explain how change is managed. The evidence is drawn from 129 questionnaires, which were administered to indigenous Chinese managers involving four case studies. The findings indicate that there are five major...

This study examines theapplicability of Sproles and Kendall's Consumer Style Inventory (CSI) in China. A sample of 357 students and a sample of 387 adult consumers have been used to purify the scale. The dimensions of the CSI were re-examined and validated using confirmatory factor analysis. Thefindings show that four decision-making styles are rel...

China has one of the fastest growing economies in the world. The challenge for the future is likely to be the extent to which Chinese operations can utilize modern management techniques to improve product and service quality. This paper explores some of the problems that were affecting the management of quality within two foreigninvested enterprise...

The study examines the relationship betweenmoral judgments of a business situation with ethicalcontent and personal religiousness. The findingssuggest that ethical interest and behaviour arerelated to religiousness. However, only the ethicalphilosophy of contractualism was found to be relatedto religiousness, while moral equity and relativismwere n...

Research on service quality and market segmentation for not-for-profit organizations is scarce. This paper addresses this issue with specific focus on religious services. This study measures quality perceptions of religious services and possible market segments. The results of a factor-cluster analysis suggest three segments, namely “Care Seeker,”...

This paper defines market orientation following a critique of existing literature. It then operationalises this definition via a model containing three behavioural elements (customer orientation, employee orientation, and organisational co-ordination) linked to a long term survival requirement. The model is tested in the context of the development...

This paper attempts to investigate the current practices of training and development among the foreign enterprises in the PRC, which will enable an understanding of the pertinent issues and problems and provide recommendations for further improvement. The shortage of skilled labour remains a serious problem for foreign companies in the PRC. More re...

On the basis of a literature review and in-company case study, this article addresses the key issue of developing managers in China, particularly in relation to the notion of customer orientation. It is argued that an appropriate cross-national management development framework needs to be adopted in any human resource management development strateg...

Studies on service quality of leisure clubs in the global market are scarce. This paper aims to develop a service quality measure for the leisure club industry. The study investigates the service quality of two residential clubs in Hong Kong and examines the impact of service quality on customer satisfaction and loyalty. In the study, five service...