TY  - CONF
T1  - Exploring Email Service Quality (EMSQ) Factors.
A1  - Murphy, Jamie
A1  - Schegg, Roland
ED  - Sigala, Marianna
ED  - Murphy, Jamie
ED  - Mich, Luisa
TI  - Information and Communication Technologies in Tourism 2007
Y1  - 2007
PB  - Springer-Verlag, Wien New-Qork
SN  - 978-3-211-69564-7 (Print) 978-3-
UR  - http://www.springerlink.com/content/p1gwj157t8271p20/
M2  - doi: 10.1007/978-3-211-69566-1
KW  - e-services
KW  - Email
KW  - Service Quality
KW  - SERVQUAL
N2  - This paper adds to the sparse literature of email service quality. While many studies model website quality or describe the content of email replies, this may be the first study to model dimensions of email service quality (EMSQ). Unlike most website quality studies that ignore email or mix email with self-service technologies, this exploratory study first discusses email’s role in service quality. Drawing on data from a study of almost 500 luxury hotels and the SERVQUAL model, a series of structural equations on 25 features of quality email replies suggest four dimensions of service quality — personalisation, responsiveness, reliability and tangibility. These dimensions provide management with insights for improving their EMSQ and provide academics with a theoretical model for further study of EMSQ.
ER  -