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| Author: | Murphy, J. Tan, I. |
| Title: | Journey to nowhere? E-mail customer service by travel agents in Singapore |
| Journal: | Tourism Management
2003 : OCT, VOL. 24:5, p. 543-550 |
| Index terms: | Tourism Travel Electronic commerce Internet Technology Singapore |
| Language: | eng |
| Abstract: | This exploratory research used Diffusion of Innovations to examine and benchmark organizational use of the simplest and most prevalent Internet technology, e-mail. The answers, by 200 Singaporean travel agencies, to a mock customer's e-mail reflect poor e-mail customer service. The authors found odds of one in four of receiving a reply and a minuscule three chances in 100 of receiving a response that followed suggested guideline for treating e-mail as business communication. |
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