Five-Star Treatment? E-Mail Customer Service by International Luxury Hotels

@article{Schegg2003FiveStarTE,
  title={Five-Star Treatment? E-Mail Customer Service by International Luxury Hotels},
  author={Roland Schegg and Jamie Murphy and Richard Leuenberger},
  journal={J. of IT & Tourism},
  year={2003},
  volume={6},
  pages={99-112}
}
This research used a typical e-mail query to investigate customer service by 491 properties from 13 international hotel chains. These five-star hotels had difficulty providing prompt, accurate, and timely e-mail responses to their customers. The results suggest significant differences in e-mail customer service, based on hotel location and the size of the hotel chain. The poor responsiveness and quality by many hotels illustrate that better e-mail policies and training would give hotels an… CONTINUE READING