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This study aims to analyse the observation that the economics of many countries have boomed after the input of substantial investments into physical and social infrastructures.

A structural equation model is formulated to examine the effect of transportation infrastructure on the relationship between institutions and gross domestic product per capita (GDPPC). This study further differentiates between developed and developing economies.

The study identifies the different roles of transportation infrastructure in mediating the relationship between institutions and average income in these two types of economy. Institutions and transportation infrastructure positively influence GDPPC, whereas institutions positively influence transportation infrastructure. In addition, the results found indirect influence of institutions on GDPPC via transportation infrastructure.

This study provides new insights into international business studies based on institutional theory and factor-mobility theory.

Hong Kong has undergone a rapid transformation from a small fishing village to one of Asia's top commercial cities. With the booming economic development that it has undergone, heritage has been criticised as largely neglected. To respond to this criticism proactively, the local government introduced a “Revitalising Historic Buildings through Partnership Scheme” which is considered an innovative social public‐private partnership initiative. However, it is still early stages and the effectiveness of this scheme is yet to be evaluated. The purpose of this paper is therefore to evaluate the success of this innovative scheme by means of a case study.

The case study approach has been adopted to analyse the effectiveness of this scheme. The Mei Ho House is a Grade I listed building marking the history of early public housing in Hong Kong. This project was studied thoroughly by looking at the historical background, the selected service provider, project details, historical significance, social benefits and public opinion.

The findings indicate that the scheme has been implemented effectively to revitalize historical buildings such as Mei Ho House. Efforts have been made to preserve these buildings into innovative use, uplift local culture and social benefits. In addition, an effective partnership arrangement between the public and private parties has been established.

The analyses will help to assess whether the proposed scheme has been successfully implemented. As a result, the suitability of using this scheme for future projects in Hong Kong or even other jurisdictions will be recommended. The proposed scheme will be an innovative and alternative approach for preserving and restoring historical buildings if proved to be feasible.

This research outlines the Hong Kong film industry with examination of key actors, directors, films, and production companies within the martial arts genre of Hong Kong Action Cinema. Hong Kong Film Award winners and nominees, core films within genres, and core reference works both general and theoretical from experts in the field of Hong Kong martial arts film research have been highlighted. Web sites are suggested that provide reviews of Hong Kong martial arts films, biographical information on a variety of actors and actresses as well as comprehensive bibliographic information on select films. Also included are commercial Web sites that provide Hong Kong martial arts films.

Purpose – This chapter aims to explore the strategies used by the Hong Kong government to respond to the adult worker model and the male-breadwinner model; and to explore the views of women on the desirability of these strategies. The male-breadwinner model posits that men work full-time outside the home and women take on domestic work. The adult worker model suggests that women and men should be equally expected to participate in formal employment.

Design/methodology/approach – This chapter analyses the policy measures used by the Hong Kong government to support women in their participation in formal employment and the local work-based pension scheme (the Mandatory Provident Fund) as well as other policy measures that offer potential for enabling family care providers to accumulate resources for secure retirement. Additionally, it draws on semi-structured interviews with 30 Hong Kong young women to examine their views on the extent to which the government supports them to save pension incomes.

Findings – This study shows that the Hong Kong government uses a ‘weak action strategy’ to respond to the adult worker model and the male-breadwinner model, and that this strategy fails to meet women’s diverse preferences for their roles in the labour market and the family.

Originality/value – Based on a newly developed framework, this study examines the responses made by the government to both the male-breadwinner model and the adult worker model. It sheds new insights into possible ways of assisting women to achieve secure retirement .

The demand for ambulance services in Hong Kong is increasing and first aid plays an important role in saving lives. The government recognized first aid training courses offered by four organizations. This study aims to review and discuss the past, present and future of first aid and health training in Hong Kong.

This study adopted a case study approach to investigate the operations and development of the first aid and health training in one of the largest training providers in Hong Kong. Publicly available secondary data, including annual reports, websites, newspapers and social media, were collected and analysed. Using the thematic analysis procedure, researchers familiarised the data collected, generated initial codes, searched for themes, reviewed themes, defined themes and reported the results.

Through data analysis, researchers identified six themes which help to address the research questions regarding the types of first aid and health training courses, quality issue, awareness of first aid in the community and the future delivery of first aid training.

This study provided two implications on both micro and macro levels. At the micro level, training providers can enhance training quality by adopting technology. At the macro level, training providers can continue to advocate and facilitate the integration of first aid into the formal education curriculum. The last section addressed the limitations of this study and provided future research directions.

This study provided insights about the development of the first aid and health education and training. Health-care training providers and policymakers could benchmark the findings from this study and develop appropriate measures for promoting health education.

This paper aims to examine the causal influences on the construct, relationship commitment. A better understanding of relationship marketing is an underpinning goal of this study.

Chunghwa Telecom is a Taiwan-based telecommunications firm that enjoys Taiwan’s largest domestic market share of asymmetric digital subscriber line market. Data from Chunghwa Telecom’s subscribers were obtained, and 265 qualified observations were collected. A structural equation modeling approach was used.

Relationship commitment is understood as dependent on positive affective commitment and involuntary continuance commitment. Positive affective commitment, namely, voluntary continuance commitment, enhances customer loyalty. On the contrary, involuntary continuance commitment has negative impacts on customer loyalty. It is discovered that relationship quality, corporate reputation and switching costs have significant effects on relationship commitment. Satisfactory relationship commitment has positive effects on loyalty.

Effects of voluntary continuance commitment and involuntary continuance commitment on customer loyalty are not in the same direction. When customers feel trapped in a relationship due to involuntary continuance commitment, they respond to the feeling by provision of negative word-of-mouth.

The purpose of this study is to examine the influence of involvement, satisfaction and festival attachment on urban Dragon Boat Festival (DBF) attendees’ future intentions.

Data were collected from 307 participants of the Hong Kong DBF using a survey instrument. Data was analysed using a series of analytical tools including factor analysis, structural equation modelling and bootstrap mediation.

Results indicate that festival attendees’ involvement and satisfaction directly influenced future intentions with the DBF, but this was not the case for festival attachment. Consequently, satisfaction is a key puzzle piece for understanding why DBF attendees may not revisit despite a positive attachment to the DBF.

The study draws implications for DBF promotion as an urban cultural event.

This study sheds light on the key drivers of attendees’ future intentions among both residents and tourists to urban festivals. A noble contribution to knowledge in this regard is that attachment alone is not sufficient to induce loyalty among DBF patrons. Essentially, satisfaction is a vital element for repeat visits. The study also makes important distinctions in determining elements of attachment.

This study aims to investigate the influence of corporate social responsibility (CSR) on corporate sustainable performance (CSP) of small- and medium-sized enterprises (SMEs) by looking into the significance of mediating factors, namely, brand image (BI) and brand loyalty (BL), within the context of an emerging economy.

The authors conduct an extensive literature study on the subjects of CSR, BI and BL to assess their influence on the sustainable performance of SMEs in an emerging market. The study adopts a quantitative methodology. A total of 438 answers were obtained from a sample size of 513. The data of the SMEs in Vietnam was analyzed using the smart partial least squares structural equation modeling software, specifically version 3.3.2.

The results of the authors demonstrate notable and favorable correlations between CSR and CSP, CSR and BI and CSR and BL. Importantly, the findings contribute to existing knowledge by looking into the mediating influence of BI and BL in the relationship between CSR and CSP.

According to the authors’ understanding, a number of research have investigated the correlation between CSR and CSP within the realm of SMEs. Nevertheless, there is a scarcity of scholarly research examining the mediating function of BI and BL in this association. The study’s findings have important implications for entrepreneurs and senior management in effectively guiding their enterprises and improving their business strategies with an emphasis on sustainability in emerging markets. The outcome of this study has the potential to significantly contribute to SMEs in Vietnam as well as other emerging countries.

This study aims to examine the potential impact of external complementary resources on inbound open innovation and whether transformative capacity acts as a mediator in the process. If small and medium enterprises (SMEs) are to successfully implement inbound open innovation, they require injections of external complementary resources.

Structural equation modeling was used to conduct confirmatory factor analysis to evaluate measurement model, while ordinary least squares regression analysis was used to test the hypotheses; research data are collected using surveys of 200 Taiwanese-owned SMEs in mainland China.

Empirical results indicate that when SMEs seek to implement inbound open innovation, technological complementarity is the most important factor in resource complementarity. In addition, transformative capacity has a significant mediating role on the relationship between resource complementarity and inbound open innovation.

The contribution of this paper lies in explaining the role played by transformative capacity in the process of inbound open innovation for SMEs through empirical analysis.

Introduction – In today’s intense competitive environment, businesses that want to have a sustainable competitive advantage must put the customer at the centre of all their activities and create customer loyalty by offering products and services that will provide customer satisfaction. One of the key elements of ensuring customer satisfaction is the effective handling of customer complaints, which is defined as the customers expressing their dissatisfaction with unmet expectations and unsatisfied needs verbally or in writing. The concept of a complaint as a response of customers’ dissatisfaction with the products and services they experience is an invaluable feedback mechanism for businesses to resolve issues relating to their products and services.

Aim – The aim of this chapter is to emphasise the importance of the concept of complaint as an important part of customer relations management and an effective marketing tool for the tourism sector. As a service sub-sector, the simultaneous production and consumption of services in the tourism sector ensures customer satisfaction more than concrete products, due to their inseparable nature. For this reason, handling, evaluating and finalising customer complaints has an important function and value in providing the necessary information for tourism enterprises to become aware of their deficiencies and mistakes. Complaint management has started to play an even more critical role for the tourism industry in preventing customer losses due to dissatisfaction, especially considering the shrinkage in demand in the sector due to the COVID-19 pandemic.

Method – Firstly the concept of complaint and the importance of complaints for businesses were explained, customer complaint behaviour and the factors affecting this behaviour were examined in detail, the concept of online complaint was mentioned and the subject was evaluated in terms of tourism businesses.

Results – While the effective management and resolution of complaints should be seen as a goal by every tourism business, it is vital that they understand customer complaint behaviours, the factors affecting this behaviour and how complaints should be managed in a way that will result in favour of the business.

Conclusion – A complaint management process that enables customers to easily report their complaints to businesses and produces solutions as soon as possible will positively affect customer satisfaction. In this context, in order to reduce the negative effects on tourism enterprises, especially through the pandemic, business need to have clear and easy-to-access procedures, provide a quick response, show reliability and consistency in providing a solution, keeping the complainant informed of progress, have employees who can communicate with empathy and courtesy, have enough employees to deal with the situation, and adopt proactive approaches to prevent complaints rather than reducing the volume of complaints.

Originality/Value – This research contributes to the literature in terms of complaining behaviour, examining the factors affecting this behaviour and emphasising the importance of the concept of complaints in the tourism sector. In addition, the research is important in terms of examining the contributions of an effective complaint management system in reducing the negative effects of the COVID-19 pandemic on the tourism sector, which is one of the sectors mostly affected on a global scale.