Journey to nowhere? E-mail customer service by travel agents in Singapore
Tourism ManagementPublished 24 April 2003
Jamie Murphy, Irene Tan
Citations77
SJR quartileQ1
SJR score4.15
SNIP3.74
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
Abstract
This exploratory research used Diffusion of Innovations (Rogers, Diffusion of Innovations, 4th Edition, The Free Press, New York, 1995) to examine and benchmark organisational use of the simplest and most prevalent Internet technology, e-mail. The answers, by 200 Singaporean travel agencies, to a mock customer's e-mail reflect poor e-mail customer service. This study found odds of one in four of receiving a reply and a minuscule three chances in 100 of receiving a response that followed suggested guidelines for treating e-mail as business communication.Managerial implications include benchmarks and guidelines for e-mail customer service, and shifting organisational resources from websites and towards e-mail. Academically, the results support organisational adoption of innovations in stages, organisational age as an independent variable and branded e-mail addresses as a dependent variable related to e-mail adoption, and possible bandwagon effects in adopting websites. (C) 2003 Elsevier Science Ltd. All rights reserved.
Keywords
Social SciencesDecision Sciences
Journal of the American Statistical AssociationContent Analysis: An Introduction to its Methodology.
24,566 Citations1984Mack Shelley, Klaus Krippendorff
Academy of Management JournalORGANIZATIONAL INNOVATION: A META-ANALYSIS OF EFFECTS OF DETERMINANTS AND MODERATORS.
6,409 Citations1991Fariborz Damanpour
Journal of MarketingMarketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations
4,728 Citations1996Donna L. Hoffman, Thomas P. Novak
PubMedStrategy and the Internet.
3,283 Citations2001M E Porter
Michael Porter argues that, contrary to recent thought, the Internet is not disruptive to most existing industries and established companies, and rarely nullifies important sources of competitive advantage in an industry; it often makes them even more valuable.
Journal of the Academy of Marketing ScienceCustomer Satisfaction: A Meta-Analysis of the Empirical Evidence
2,014 Citations2001David M. Szymanski, David H. Henard
Academy of Management ReviewManagerial Fads and Fashions: The Diffusion and Rejection of Innovations
1,970 Citations1991Eric Abrahamson
Management DecisionFrom Marketing Mix to Relationship Marketing
1,381 Citations1994Christian Grönroos
CABI eBooksTourism, Technology and Competitive Strategies
1,346 Citations1993Auliana Poon
The author highlights the central role of information technology in creating mass tourism by the mid-1970s, and how this technology and innovation is creating a new best practice of flexibility, market segmentation and diagonal integration within tourism.
Academy of Management ReviewINSTITUTIONAL AND COMPETITIVE BANDWAGONS: USING MATHEMATICAL MODELING AS A TOOL TO EXPLORE INNOVATION DIFFUSION
941 Citations1993Eric Abrahamson, Lori Rosenkopf
International Business ReviewRelationship marketing: Bringing quality, customer service and marketing together
838 Citations1995Martin Christopher, Adrian Payne +2 more
Information Systems ResearchThe Illusory Diffusion of Innovation: An Examination of Assimilation Gaps
634 Citations1999Robert G. Fichman, Chris F. Kemerer
The results suggest that observers be guarded about concluding, based on sales data, that an innovation is destined to become widely used, and provide an analytic foundation for future research on why assimilation gaps occur, and what might be done to reduce them.
Journal of Interactive MarketingPermission-based mobile advertising
597 Citations2002Patrick Barwise, Colin Strong
The study specifically explored the effectiveness of SMS text messaging as an advertising medium for reaching young adults and suggested that, with the right execution, the mobile channel has the potential to benefit both advertisers and consumers.
Journal of the Academy of Marketing ScienceCustomer Satisfaction: A Meta-Analysis of the Empirical Evidence
577 Citations2001David M. Szymanski, David H. Henard
Tourism ManagementThe future eTourism intermediaries
574 Citations2002Dimitrios Buhalis, Maria Cristina Licata
Journal of Business StrategiesConsumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives
503 Citations1970Zhilin Yang, Minjoon Jun
When examining the relative importance of each dimension affecting overall service quality assessment, the "reliability" factor was found to be the most important dimension for Internet purchasers while Internet non-purchasersconsider "security" as their most critical concern.
Principles of Internet Marketing
486 Citations1999Ward Hanson, Kirthi Kalyanam
Mediamorphosis: Understanding New Media
438 Citations1997Roger Fidler
Principles of Mediamorphosis Domains of Communication Media The mediamorphic Role of Language Technologies of the Third Mediam Morphosis Contemporary Forces of the third Mediamorposis Lessons from Failure Mediamorphosis within the Interpersonal Domain Medienorphosis withinThe Broadcast Domain MediamORP within the Document Domain.
Tourism ManagementEvaluating the use of the Web for tourism marketing: a case study from New Zealand
423 Citations2002Bill Doolin, Lois Burgess +1 more
The utility of using interactivity to measure the relative maturity of tourism Web sites is highlighted and the extended Model of Internet Commerce Adoption is used to evaluate the level of Web site development in New Zealand's Regional Tourism Organisations.
PubMedIs success a sin? A conversation with the reverend Peter J. Gomes. Interview by David A. Light.
390 Citations2001Gomes Pj
Journal of Travel ResearchAdoption of Information Technology in U.S. Hotels: Strategically Driven Objectives
265 Citations2000Judy A. Siguaw, Cathy A. Enz +1 more
The findings suggest that the U.S. lodging industry has focused on employing technologies that improve employee productivity and enhance revenue but has not given strategic priority to technologies designed to improve guest services.
Academy of Management ReviewPatterns in the Diffusion of Strategies Across Organizations: Insights from the Innovation Diffusion Literature
232 Citations1998Hugh M. O’Neill, Richard W. Pouder +1 more
Internet ResearchDeterminants of Web site implementation in small businesses
210 Citations2001Louis Raymond
A survey study of 54 Canadian travel agencies has allowed us to identify various factors determining the assimilation of electronic commerce by small enterprises in the form of informational, transactional, and strategic implementation of a Web site.
FuturesInternet-based tourism services: business issues and trends
137 Citations2001Lez Rayman‐Bacchus, Alberto Molina Pérez
The conclusions highlight a number of implications for the further development of tourism services provision within Europe, where the Internet plays a significant role, the extent and pace of social and economic change that Internet derived information is facilitating.
Choice Reviews OnlineLoyalty.com: customer relationship management in the new era of Internet marketing
132 Citations2000
The interactive age entered the Interactive Age in 1995, and six short years and three books later, now everybody wants to "do CRM." Consulting companies, software enablers, client businesses, large and small, public and private, business to consumer and business to business-all want to get under the CRM umbrella.
Journal of Interactive MarketingConsumer complaints by e-mail: an exploratory investigation of corporate responses and customer reactions
131 Citations2001Judy Strauss, Donna J. Hill
Internet ResearchA relationship‐building model for the Web retail marketplace
129 Citations2000Fang Wang, Milena Head +1 more
Examines the concept of relationship marketing, which has caused a paradigm shift in business‐to‐business marketing during recent years, and develops a market process model for Web retailing that outlines the stages of the relationship building process.
Internet ResearchBenchmarking: a tool for Web site evaluation and improvement
120 Citations1999Kelsey L. Johnson, Mark M. Misic
A case study on how benchmarking was used to determine how one organization’s Web site compared to Web sites of related schools and professional organizations is presented.
The impact of electronic commerce on the travel industry an analysis methodology and case study
100 Citations2002Michael Bloch, A. Segev
An approach to analyzing the impact of electronic commerce on an industry, and how industry players can devise plans to take advantage of new business opportunities is introduced, and is helpful in assisting industry actors to develop their electronic commerce strategies.
Journal of Business ResearchUses of the Internet in the global hotel industry
94 Citations2001Sherrie Wei, Hein Ruys +2 more
The study looked into the uses of the Internet, such as the World Wide Web and E-mail, and at any organizational and geographical influences on those uses, finding the similarities and differences among global hotels call for future research into the relationships between market segmentation, organizational buying behavior, hotel operations and information technology.
Cornell Hotel and Restaurant Administration QuarterlyConsumer's Value Judgments
83 Citations1999Anna S. Mattila
European Management JournalBusiness use of the internet: Strategic decision or another bandwagon?
75 Citations1997Neil McBride
An approach to Internet strategy is offered in which the firm decides on its extent of involvement, applies management tools such as the IT strategic grid and the value chain to identify suitable opportunities to exploit the Internet, and proposes an incremental development approach based on value analysis.
Internet ResearchBusiness use of the Internet
62 Citations1997Annamaria Feher, Elizabeth R. Towell
It is argued that business use of the Internet has grown rapidly over the last several years, yet information technology managers still struggle to evaluate the contribution of this new technology in their organizations.
PolyU Institutional Research Archive (Hong Kong Polytechnic University)Tourism in Southeast Asia: A New Direction
57 Citations2000Kaye Sung Chon
Tourism ManagementThe implications of technological developments on Tourist Information Centres
56 Citations1999Joanne Connell, Paul Reynolds
Cornell Hotel and Restaurant Administration QuarterlyMarketing challenges for the next decade
56 Citations2000Chekitan S. Dev, Michael D. Olsen
International Journal of Service Industry ManagementThe relationship between information technology and service quality in the dual‐direction supply chain
53 Citations2000George A. Zsidisin, Minjoon Jun +1 more
A case study of a language school agency that provides a high quality service to customers located upstream (Spanish immersion schools), as well as downstream (students) in its supply chain finds the key determinant of service quality is the communication of accurate and timely information.
Internet Archive (Internet Archive)The 11 Immutable Laws of Internet Branding
50 Citations2000Al Ries, Laura Ries
Cornell Hotel and Restaurant Administration QuarterlyWeb-site marketing for the Travel-and-Tourism Industry
48 Citations2001Kin-Nam Lau
Cornell Hotel and Restaurant Administration QuarterlyHow Wired Are We?
44 Citations2000Karthik Namasivayam, Cathy A. Enz +1 more
Participation and Empowerment An International JournalThe impact of the Internet on the role of travel consultants
43 Citations1999Thandarayan Vasudavan, Craig Standing
The attitude and views of travel consultants on the impact of Internet related technologies on their future employment and their abilities to cope with the threat of dis‐intermediation are discussed.
Internet ResearchA qualitative study and model of the use of e‐mail in organisations
38 Citations2000Geoff Ruggeri Stevens, J. McElhill
A multi‐dimensional “positioning” model is devised, for practical use by managers to understand their organisations’ present use of e‐mail on four dimensions: information management, people influences, corporate culture, and knowledge management.
Australasian Marketing Journal (AMJ)Establishing Customer Relationships on the Internet Requires More than Technology
36 Citations2002James G. Barnes, Judith A. Cumby
The authors analyse recent research into the profiles of Internet users and their expectations when entering into technology-based relationships to mitigate the risk to organisations of becoming a commodity and being taken for granted by consumers.
Relationship-Marketing
35 Citations2016Gerd-Inno Spindler
International Journal of Hospitality ManagementDear Doctor Ludd: some questions on the hospitality industry and advanced technological change
14 Citations1994Martin Peacock
Cornell Hotel and Restaurant Administration QuarterlyYou've Got Trouble!
13 Citations2000Juline E. Mills, Joan Marie Clay +1 more
E-mails are widely used as evidence in employment-related litigation; numerous e-mails containing inappropriate content may be sufficient to establish a hostile work environment; and intercepted e-mail messages containing private company information may be construed as trade-secret theft.
Guten Tag? Bonjour? Buon Giorno? Bun Di? Electronic Customer Service in the Swiss Hotel Industry
5 Citations2002Susanne Frey, Roland Schegg +1 more
WiSt - Wirtschaftswissenschaftliches StudiumSelf-Service Technologies
4 Citations2009Marco Hubert, Peter Kenning