TY - JOUR
T1 - Quality clusters: Dimensions of email responses by luxury hotels
AU - Murphy, Jamie
AU - Schegg, R.
AU - Olaru, Doina
PY - 2007
Y1 - 2007
N2 - 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.
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.
U2 - 10.1016/j.ijhm.2006.08.004
DO - 10.1016/j.ijhm.2006.08.004
M3 - Article
SN - 0278-4319
VL - 26
SP - 743
EP - 747
JO - International Journal of Hospitality Management
JF - International Journal of Hospitality Management
IS - 3
ER -