Journal article
Quality clusters: Dimensions of email responses by luxury hotels
International Journal of Hospitality Management, Vol.26(3), pp.743-747
2007
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.
Details
- Title
- Quality clusters: Dimensions of email responses by luxury hotels
- Authors/Creators
- J. Murphy (Author/Creator) - The University of Western AustraliaR. Schegg (Author/Creator) - Institute for Economics and Tourism, University of Applied Sciences Valais, 3960 Sierre, SwitzerlandD. Olaru (Author/Creator) - The University of Western Australia
- Publication Details
- International Journal of Hospitality Management, Vol.26(3), pp.743-747
- Publisher
- Elsevier
- Identifiers
- 991005546003107891
- Copyright
- © 2006 Elsevier Ltd.
- Murdoch Affiliation
- Murdoch University
- Language
- English
- Resource Type
- Journal article
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