Dr Andrew Chan - School of Hotel & Tourism Management - The ...

Assistant Professor
School of Hotel and Tourism Management
The Hong Kong Polytechnic University
Dr Andrew Chan
Areas of Research Expertise
Tourism Marketing
Restaurant and Foodservice
Marketing
Multivariate data analysis
Relationship marketing
Destination marketing
Areas of Teaching Expertise
Strategic Marketing in Hospitality and
Tourism
Foodservice Marketing
Tourism Marketing
Hospitality and Tourism Consumer
Behaviour
Personal Introduction
Andrew W. K. Chan has been teaching and researching in the areas of hospitality marketing,
destination marketing and customer satisfaction for many years. His recent research focuses on
multivariate data analysis, service experience, group dynamics and brand equity.
Qualifications
[ Academic qualifications ]
PhD (2003) University of Strathclyde
MBA (1983) University of Texas, Arlington
BBA (1981) The Chinese University of Hong Kong
[ Professional Affiliations ]
Member of Hong Kong Institute of Marketing (HKIM)
Member of Certified Hospitality Educator (CHE)
[ Major Research Grants ]
“Linking the Performance of Tour Guides based on Role Theory to Tourist Satisfaction:
A Study of Mainland Chinese Tour Groups in Hong Kong”, CERG Research Grant.
“Towards an Improved Understanding of Tour Services and Customer Satisfaction in
Package Tours”, Internal CERG Research Grant.
"Service Predisposition and Ethic Culture", Departmental Research Grant.
"Integrating Theory and Practice in Marketing Education", UGC Research Grant.
"The Status of Innovation and Internationalisation of Hong Kong Service Sector",
Departmental Research Grant and Hong Kong Coalition of Service Industries.
"Hotel Employee Ethics in Hong Kong ", Departmental Research Grant.

Publications
[ Scholarship and Publications ]
- Journal Articles:
Wong, A. & Chan, A. (2010). Understanding the Leadership Perceptions of Staff in
Chinas Hotel Industry: Integrating the Macro and the Micro-Aspects of Leadership
Contexts. International Journal of Hospitality Management 29(3), 437-447.
Xu, J., & Chan, A. (2010). Service Experience and Package Tours. Asia Pacific Journal
of Tourism Research, 15(2), 177-194.
Huang, S., Hsu, C., & Chan, A. (2010) Tour Guide Performance and Tourist
Satisfaction: A Study of the Package Tours in Shanghai, Journal of Hospitality &
Tourism Research, 34(1).
Xu, J., & Chan, A. (2010). A Conceptual Framework of Hotel Experience and
Customer-Based Brand Equity: Some Research Questions and Implications.
International Journal of Contemporary Hospitality Management, 22(2), 174-193.
Yang, Y., & Chan, A. (2010). An Exploration of Customer Experience in Resort Hotels,
Tourism Tribune, 25(4), 49-54.
Hua, W., Chan, A., & Mao, Z. (2009). Critical Success Factors and Customer
Expectation in Budget Hotel Segment - A Case Study of China. Journal of Quality
Assurance in Hospitality & Tourism, 10(1), 59–74.
McKercher, B., & Chan, A. (2008). The impact of distance on international travel
movements, Journal of Travel Research, 47(2), pp. 208-234.
McKercher, B., & Chan, A. (2005) How Special Is Special Interest Tourism? Journal of
Travel Research, 44(1), pp. 21-31.
Hui, E, & Chan, A. (2004). Do Role Stress and Personality Affect Tour Escort
Performance? Voice of TIC, No. 1, 2-5.
Johns, N., & Chan, A. (2003). The Impact of Chinese Culture upon Service
Predisposition. The Service Industries Journal, 23(5), 107-122.
Yung, E., & Chan, A. (2001). Business Traveller Satisfaction with Hotel Service
Encounters. Journal of Travel & Tourism Marketing, 11(4), 29-41.
Bauer, T. G., & Chan, A. (2001). Does the environment matter? Experience, attitudes,
and revisit intentions of international visitors to Hong Kong. Pacific Tourism Review,
5(1/2), 75-82.
Choi, W. M., Chan, A., & Wu, J. (1999) A Qualitative and Quantitative Assessment of
Hong Kong's Image as a Tourist Destination, Tourism Management, 20(3), 361-365.
Chan, A., Go, F., & Pine, R. (1998). Service Innovation in Hong Kong: Attitudes and
Practice, The Service Industries Journal, 8(2), 112-124.
Chan, A., Wong, S., & Leung, P. (1998). Ethical Beliefs of Chinese Consumers in Hong
Kong, Journal of Business Ethics, 17(11), 1163-1170.
Pine, R., Chan, A., & Leung, P. (1998). The Current and Future Impact of Asia's
Economic downturn on the Region's Hospitality Industry, International Journal of
Contemporary Hospitality Management, 10(7), 252-256.
Lam, T., Yeung, S., & Chan, A. (1998). Service Quality and Determinants of Customer
Expectations: The Case of Club Industry in Hong Kong, Asia Pacific Journal of
Tourism Research, 2(2), 29-36.
Go, F., & Chan, A. (1997). A Normative Framework for Entrepreneurship and
Innovation in Hong Kong Tourism, Journal of Enterprising Culture, 5(1), 75-88.
- Book Chapters:

McKercher, B., Mak, B., & Chan, A. (2006). The Asia and the Pacific intra-regional
outbound series. 1st Ed. UNWTO, Madrid, 68pp, ISBN 13 978-92-844-1127-6.
McKercher, B., Mak, B., Chan, A., Hui, E., & Hsiao, T. (2006). Study of Hong Kong
China as an outbound market for Asia. Contract research report submitted to UNWTO,
Madrid, 135pp.
Wong, Y. H. & Chan, A. (1996). Integrative Theory and Practice in Marketing
Education in Improving University Teaching in Hong Kong. Edited by David Kember,
The Hong Kong Polytechnic University, pp. 81-86.
- Conference Papers:
Chan, A., & Hsu, C. (2008). Developing a Tour Guide Role Performance Scale: Focus
Group Results of Mainland Chinese Tourists in Hong Kong, The 8th Biennial
Conference on Tourism in Asia.
Yip, L., & Chan, A. (2006). Measuring shoppers' experiential value in the shopping mall,
The 5th International Conference Global Arena - Challenge of the Morrow, New Delhi,
pp.183-185.
Chan, A. (2004). Towards an Improved Understanding of Tour Services and Customer
Satisfaction in Package Tours, Proceedings of the 2nd Asia Pacific CHRIE
(APacCHRIE) Conference, Thailand.
Chan, A., & Baum, T. (2004). The Impact of Tour Guide Performance on Tourist
Satisfaction: A Study of Outbound Tours in Hong Kong Paper, Proceedings of Tourism:
State of the Art II Conference, Glasgow.
Wong, S., Chan, A., & Leung, P. (1998). The Ethical Beliefs of the Hong Kong Hotel
Employees, Proceedings of the APTA 1998 Annual Conference, Series A, 106-112.
Chan, A. (1997). Consumer Ethics: A Survey of Chinese Consumer in Hong Kong,
Proceedings of the International Conference on Chinese Culture and Management Issues,
edited by O. Yau, Vol. III, 266-273.
Choi, W. M., Chan, A., & Wu, J. (1997). A Qualitative and Quantitative Approach to an
Assessment of the Image of Hong Kong, Proceedings of the APTA 1997 Annual
Conference, A3, 1-9.
Wong, Y. H., & Chan, A. (1997). Relationship Marketing in China: Guanxi and
Relationship Quality Performance, Proceedings of the Annual Conference of Academy
of Marketing, Vol II, 1105-1117.
Wong, R., Wong, S., Chan, A., & Leung, P. (1996). Ethical Beliefs of Internship
Students in Hong Kong's Hotels, Proceedings of the 2nd South China International
Business Symposium, Edited by Antonio, N. S. and Steele, H., Vol. II, 1209-1216.
Chan, A., & Go, F. (1996). Marketing Cultural Assets to Sustain the Competitiveness of
Tourism Destinations in Southeast Asia, Proceedings of the Academy of International
Business, SouthEast Asia Regional Conference, edited by V. Gray and V. Llanes, 496-
499.
Pine, R., & Chan, A. (1996). A Comparison of Innovation Attitudes and Practices
Between Local and International Service Firms in Hong Kong, Proceedings of the
Academy of International Business, Southeast Asia Regional Conference, edited by V.
Gray and V. Llanes, 496-499.
Chan, A., Go, F., & Pine, R. (1995). Innovation and Internationalisation: Strategic
Focus of Service Firms in Hong Kong, Proceedings of the Third International
Conference on Global Business and Strategy, edited by O. Yau, D. Fields and F. Leong,
79-86.
Consultancies

[ Consultancies and Professional Practice ]
Editorial board member of China Tourism Research
Member of Travel and Tourism Subject Committee , Hong Kong Examinations and
Assessment Authority
External Examiner, Diploma in Hotel & Catering, IVE Chai Wan
External Examiner, Higher Diploma in International Hospitality Management, IVE Chia
Wan
External Examiner, Higher Diploma in Business (Marketing and Management), HKU
SPACE
External Examiner, Professional Diploma in In-flight Service, OUHK LiPACE
Customer Service Survey, S. C. Johnson Limited, January 1996
Employee Attitude Survey - Phase I, Hsin Chong Holdings (H.K.) Limited, April 1996
Employee Attitude Survey - Phase II, Hsin Chong Holdings (H.K.) Limited, October
1996
Customer Survey, Hong Kong Kai Tak Airport Staff Canteen, December 1995