Quality clusters: Dimensions of email responses by luxury hotels

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

A growing body of research investigates hospitality Internet use, but usually focuses on websites rather than the most popular Internet application, email. This study uses cluster analysis and the SERVQUAL-P service quality (SQ) model to help address gaps in both academic and applied research of email use in the hospitality industry. The cluster analysis of email responses to a mystery guest survey by luxury hotels identified four hotel clusters. The clusters showed significant differences across all 24 email response variables and support four dimensions of email SQ corresponding to SERVQUAL-P's four dimensions.
Original languageEnglish
Pages (from-to)743-747
JournalInternational Journal of Hospitality Management
Volume26
Issue number3
DOIs
Publication statusPublished - 2007

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cluster analysis
academic research
service quality
Electronic mail
Luxury
Hotels
applied research
hospitality industry
Cluster analysis
Service quality

Cite this

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title = "Quality clusters: Dimensions of email responses by luxury hotels",
abstract = "A growing body of research investigates hospitality Internet use, but usually focuses on websites rather than the most popular Internet application, email. This study uses cluster analysis and the SERVQUAL-P service quality (SQ) model to help address gaps in both academic and applied research of email use in the hospitality industry. The cluster analysis of email responses to a mystery guest survey by luxury hotels identified four hotel clusters. The clusters showed significant differences across all 24 email response variables and support four dimensions of email SQ corresponding to SERVQUAL-P's four dimensions.",
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Quality clusters: Dimensions of email responses by luxury hotels. / Murphy, Jamie; Schegg, R.; Olaru, Doina.

In: International Journal of Hospitality Management, Vol. 26, No. 3, 2007, p. 743-747.

Research output: Contribution to journalArticle

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AB - A growing body of research investigates hospitality Internet use, but usually focuses on websites rather than the most popular Internet application, email. This study uses cluster analysis and the SERVQUAL-P service quality (SQ) model to help address gaps in both academic and applied research of email use in the hospitality industry. The cluster analysis of email responses to a mystery guest survey by luxury hotels identified four hotel clusters. The clusters showed significant differences across all 24 email response variables and support four dimensions of email SQ corresponding to SERVQUAL-P's four dimensions.

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