Abstract
This research used a typical e-mail query to investigate customer service by 491 properties from 13 international hotel chains. These five-star hotels had difficulty providing prompt, accurate, and timely e-mail responses to their customers. The results suggest significant differences in e-mail customer service, based on hotel location and the size of the hotel chain. The poor responsiveness and quality by many hotels illustrate that better e-mail policies and training would give hotels an immediate competitive advantage via improved e-mail customer service. The article closes with practical sug- gestions to improve e-mail customer service and future research avenues for academics.
| Original language | English |
|---|---|
| Pages (from-to) | 99-112 |
| Journal | Information Technology and Tourism |
| Volume | 6 |
| Issue number | 2 |
| Publication status | Published - 2003 |