Determinants of response to customer e-mail enquiries to hotels: evidence from Austria
Tourism ManagementPublished 23 January 2004
Kurt Matzler, Harald Pechlaner, Dagmar Abfalter, Mirjam Wolf
Citations59
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
The hotels' efficient use of the Internet becomes increasingly important. Proper reaction to online inquiries influences both booking behaviour and guest satisfaction. The objectives of the survey presented in this paper are to empirically test response behaviour to Internet enquiries and to analyse the role of size, classification (star rating) and location of the hotels. In particular, response rate, response time and information quality of answers (information depth) were studied. Significant differences were identified for all of the variables. It was also found that response behaviour is better off-season than during high season. (C) 2004 Elsevier Ltd. All rights reserved.
Keywords
Social SciencesDecision SciencesBusiness, Management and Accounting
Journal of the Academy of Marketing ScienceService Quality Delivery through Web Sites: A Critical Review of Extant Knowledge
2,631 Citations2002Valarie A. Zeithaml, A. Parasuraman +1 more
The goals of this article are to review and synthesize the literature about service quality delivery through Web sites, describe what is known about the topic, and develop an agenda for needed research.
Journal of Computer-Mediated CommunicationCommercial Scenarios for the Web: Opportunities and Challenges
812 Citations2006Donna L. Hoffman, Thomas P. Novak +1 more
A structural framework for examining the explosion in commercial activity on the Web, argued in the context of integrated marketing, facilitates greater understanding of the Web as a commercial medium, and allows examination of commercial Web sites in terms of the opportunities and challenges firms face in the rush towards commercialization.
Information Technology and Tourism — A Challenging Relationship
771 Citations1999Hannes Werthner, Stefan Klein
This book focuses on interorganizational processes and information systems, providing a coherent picture of current trends and future possibilities in information systems in tourism.
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.
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.
Tourism Recreation ResearchTourism and Information Technologies: Past, Present and Future
156 Citations2000Dimitrios Buhalis
This paper examines the paradigm-shift experienced in the industry and illustrates the business reasons for ITs adoption as well as the emerging trends and opportunities.
Surrey Open Research repository (University of Surrey)Marketing Small Hotels on the World Wide Web.
154 Citations1999Alastair M. Morrison, AJ Morrison +2 more
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.
Journal of Interactive MarketingConsumer complaints by e-mail: an exploratory investigation of corporate responses and customer reactions
131 Citations2001Judy Strauss, Donna J. Hill
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.
Total Quality Management & Business ExcellenceE-service quality expectations: A case study
90 Citations2003Allard C.R. van Riel, Janjaap Semeijn +1 more
Results indicate that online customers have the smallest zone of tolerance for the two quality dimensions they find most important: security and reliability.
Cornell Hotel and Restaurant Administration QuarterlyConsumer's Value Judgments
83 Citations1999Anna S. Mattila
Tourism ManagementJourney to nowhere? E-mail customer service by travel agents in Singapore
77 Citations2003Jamie Murphy, Irene Tan
Annals of Tourism ResearchTourism and information technologies
76 Citations1988Auliana Poon
It is found that a whole system of information technologies (SIT) is being adopted by all segments of the travel industry and will affect the core information-intensive areas of management, organization, product blending and packaging, marketing, distribution and industry linkages.
International Journal of Service Industry ManagementA capacity management model in service industries
69 Citations2002Belarmino Adenso-Dı́az, Pilar L. González‐Torre +1 more
Cornell Hotel and Restaurant Administration QuarterlyHow Wired Are We?
44 Citations2000Karthik Namasivayam, Cathy A. Enz +1 more
Journal Of Vacation MarketingA destination case study of marketing tourism online: Banff, Canada
41 Citations2002Simon Hudson, Norma M. Lang
International Journal of Contemporary Hospitality ManagementInformation technology and the independent hotel – failing tomake the connection?
25 Citations1995Hilary C. Main
It is concluded that education, training and advice in the application of IT for independent hotels is urgently needed to compete in the “information age”.
Tourism ManagementIT and small tourism enterprises: a case study of cottage-letting agencies
25 Citations1995Alistair Mutch
Different factors for non-use and success factors for those who use IT are examined, and it is argued that a key factor is the ability to recognize the information needed to run the business.
Journal of Quality Assurance in Hospitality & TourismGuest Satisfaction Barometer and Benchmarking
23 Citations2001Kurt Matzler, Harald Pechlaner
Small is Beautiful? ICT and Tourism SMEs: a Comparative European Survey
23 Citations2000Graeme Evans, Martin Peacock