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Exploring Email Service Quality (EMSQ) Factors.
Type of publication: Proceedings
Citation:
Booktitle: Information and Communication Technologies in Tourism 2007
Year: 2007
Publisher: Springer-Verlag, Wien New-Qork
ISBN: 978-3-211-69564-7 (Print) 978-3-
URL: http://www.springerlink.com/co...
DOI: 10.1007/978-3-211-69566-1
Abstract: 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.
Keywords: e-services, Email, Service Quality, SERVQUAL
Authors Murphy, Jamie
Schegg, Roland
Editors Sigala, Marianna
Murphy, Jamie
Mich, Luisa
Added by: []
Total mark: 0
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