eService by Swiss and Austrian Hotels: Does Language Matter?
| Type of publication: | Proceedings |
| Citation: | HEVS295 |
| 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/co... |
| 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. |
| Keywords: | e-mail, hotel, mystery guest survey |
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| Added by: | [] |
| Total mark: | 0 |
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