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| Author: | Murphy, J. (et al.) |
| Title: | The bandwagon effect: Swiss hotels' web-site and e-mail management |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : FEB, VOL. 44:1, p. 71-87 |
| Index terms: | Tourist industry Hotel management Internet Switzerland |
| Language: | eng |
| Abstract: | No matter how fancy a web site's appearance, the key issue is how to elicit positive customer response. One prime method is to invite and respond appropriately to e-mail queries. A complete, prompt response to a guest's e-mail query is a valuable marketing tool. As a gauge of technological diffusion in Switzerland, a study of 200 Swiss hotels found that 113 responded promptly to a test e-mail query, another 35 responded within several days, and the remaining 52 never responded at all. |
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