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E-Satisfaction and E-Loyalty
Type of publication: Proceedings
Citation: HEVS122
Booktitle: Proceedings of the ENTER Conference 2005, Innsbruck, Austria: Information and Communication Technologies in Tourism 2005, Springer-Verlag, Wien-New York, 452-462
Year: 2005
Publisher: Springer Verlag, Wien
ISBN: 978-3-211-24148-6 (Print) 978-3-
URL: http://www.springerlink.com/co...
DOI: 10.1007/3-211-27283-6_41
Abstract: This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of this survey show that the more customers are satisfied with the websites and e-service, the more they are willing to book via the website and to recommend the website. Thus, hotels that focus on critical e-service factors should satisfy and retain customers, as well as nurture loyalty.
Keywords: e, e-loyalty, e-satisfaction, hotel, service
Authors Weber, Nora
Murphy, Hilary
Schegg, Roland
Murphy, Jamie
Editors Frew, Andrew
Added by: []
Total mark: 0
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