Austria Hotels Travel :: Determinants of response to customer e-mail enquiries to hotels: evidence from Austria [An article from: Tourism Management]

Determinants of response to customer e-mail enquiries to hotels: evidence from Austria [An article from: Tourism Management]

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Manufacturer: Elsevier

Binding: Digital
Format: HTML
Label: Elsevier
Manufacturer: Elsevier
Publication Date: 2005-04-01
Publisher: Elsevier
Studio: Elsevier

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This digital document is a journal article from Tourism Management, published by Elsevier in 2005. The article is delivered in HTML format and is available in your Amazon.com Media Library immediately after purchase. You can view it with any web browser.

Description:
The hotels' efficient use of the Internet becomes increasingly important. Proper reaction to online inquiries influences both booking behaviour and guest satisfaction. The objectives of the survey presented in this paper are to empirically test response behaviour to Internet enquiries and to analyse the role of size, classification (star rating) and location of the hotels. In particular, response rate, response time and information quality of answers (information depth) were studied. Significant differences were identified for all of the variables. It was also found that response behaviour is better off-season than during high season.

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