%Aigaion2 BibTeX export from HES SO Valais Publications
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@PROCEEDINGS{HEVS295,
     author = {Schegg, Roland and Liebrich, Andreas and Liu, Fang and Murphy, Jamie},
     editor = {Hitz, Martin and Murphy, Jamie and Sigala, Marianna},
   keywords = {e-mail, hotel, mystery guest survey},
      title = {eService by Swiss and Austrian Hotels: Does Language Matter?},
  booktitle = {Information and Communication Technologies in Tourism 2006, Proceedings of the ENTER Conference 2006, Lausanne, Switzerland},
       year = {2006},
      pages = {357 - 368},
  publisher = {Springer-Verlag},
       isbn = {978-3-211-30987-2 (Print) 978-3-},
        url = {http://www.springerlink.com/content/t4k2p7748j640857/},
        doi = {10.1007/3-211-32710-X_48},
   abstract = {This paper examines e-mail responses, from 195 three- and four-star hotels in four Swiss and Austrian regions, to room queries from a potential guest. Whereas the response rates in this research resembled earlier studies, replies arrived faster; the average response time was under 10h compared to over 20h in previous studies. Similar to earlier research, organisational characteristics — hotel size and hotel category — showed few significant relationships to responsiveness but did relate to response quality. The results also show significant differences in quality aspects between the replies to emails sent in two languages: German e-mails were answered with a higher quality and with a higher probability, but in about the same time as English e-mails. To some extent, language related to the hotels’ email responses.}
}