Kenneth Lui-ming Ngie

Hong Kong Hong Kong

Researcher

Hospitality / Leisure

- The aim of my research is to explore the potential effectiveness of a new Service-Quality Model on the basis of a simple and pragmatic approach, which involves an employee-focus on the elements of Service, Knowledge, Information, and Process (SKIP) that could enhance customer satisfaction and retention in service sector. In this regard, a poster presentation of this new Service-Quality Model was accepted for the 47th Academy of Marketing Conference, which took place 7-10 July 2014 at Bournemouth, UK. - Continuing self-development by keep learning and changing.