| Author: | Kua, Maria Teresa Barsebal |
| Title: | An exploratory investigation of luxury hotels' e-mail responses towards customer enquiries |
| Degree: | M.Sc. |
| Year: | 2008 |
| Subject: | Hotels -- Customer services. Customer services -- Technological innovations. Hong Kong Polytechnic University -- Dissertations |
| Department: | School of Hotel and Tourism Management |
| Pages: | xi, 174 leaves : ill. ; 30 cm. |
| Language: | English |
| Abstract: | This research explored the state of electronic information queries via e-mail sent to a sample of 722 leading international luxury hotels by e-mailing an accommodation enquiry using a mystery guest methodology approach. In addition to accommodation enquiries, the English e-mail message also included questions concerning other services and recommendations offered by the hotel. The main objectives of this research are twofold: Firstly, the study is to evaluate the extent of luxury hotels using e-mail for communication with potential customers. Secondly, the study is to investigate and compare China hotels and The Leading Hotels of the World (LHW) by analyzing e-mail responsiveness and quality of responses to an e-mail query. In particular, response rate, response time and information quality of answers were studied. Two empirical studies were undertaken. First, five-star hotel in-house business travelers were personally interviewed with the aim of obtaining and developing e-mail responsiveness and quality variables. Second, e-mail enquiry messages was sent to luxury hotels using polite and impolite e-mail messages asking for the room availability and other information. The outcome of the study is highly important with the regards to the Internet's increasing significance. The study revealed that e-mail responses of luxury hotels in China outperformed LHW large and small hotel properties. Furthermore, the overall results revealed poor e-mail responsiveness and quality for many hotels due to inefficient knowledge of e-mail management. This study illustrates that the implementation of e-mail customer service policies and high quality of e-mail standard procedures would improve hotels' competitive advantage and customer relationship management. This research also develops a suggested e-mail model in replying to customer queries that will facilitate the improvement of hotel e-mail customer services. |
| Rights: | All rights reserved |
| Access: | restricted access |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| b24580466.pdf | For All Users (off-campus access for PolyU Staff & Students only) | 10.51 MB | Adobe PDF | View/Open |
Copyright Undertaking
As a bona fide Library user, I declare that:
- I will abide by the rules and legal ordinances governing copyright regarding the use of the Database.
- I will use the Database for the purpose of my research or private study only and not for circulation or further reproduction or any other purpose.
- I agree to indemnify and hold the University harmless from and against any loss, damage, cost, liability or expenses arising from copyright infringement or unauthorized usage.
By downloading any item(s) listed above, you acknowledge that you have read and understood the copyright undertaking as stated above, and agree to be bound by all of its terms.
Please use this identifier to cite or link to this item:
https://theses.lib.polyu.edu.hk/handle/200/6537