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| Tekijä: | Shea, L. Enghagen, L. Khullar, A. |
| Otsikko: | Internet diffusion of an e-complaint: a content analysis of unsolicited responses |
| Lehti: | Journal of Travel & Tourism Marketing
2004 : VOL. 17:2-3, p. 145-165 |
| Asiasana: | Hotel and catering industry Consumer behaviour Consumer satisfaction Service Communication Internet Electronic mail |
| Kieli: | eng |
| Tiivistelmä: | This paper presents a content analysis of 1.000 of complaint responses. The results of the content analysis yielded interesting patterns of diffusion that have implications for hospitality practitioners and academics. The findings include geographic diffusion within and outside the U.S. as well as diffusion through professional groups and organizations over time. Patterns with respect to gender, employment sector, affective response, intention to communicate with other individuals and groups, and intentions for further usage of the complaints are also presented. Comparisons to theories of diffusion of innovations were also undertaken. |
SCIMA