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Technology-based Service Encounter: An empirical study of the propensity to use e-mail as a booking tool in hotel industry
Högskolan i Gävle, Akademin för utbildning och ekonomi, Avdelningen för ekonomi, Företagsekonomi.
Reims Management School, Reims, France.
School of Business, Makerere University, Kampala, Uganda.
2013 (engelsk)Inngår i: 5th Annual EuroMed Conference of the EuroMed Academy of Business: Building New Business Models for success through competitiveness and responsibility / [ed] Vrontis et al, Marseille: Euromed Management , 2013, s. 1230-1240Konferansepaper, Publicerat paper (Fagfellevurdert)
Abstract [en]

This paper aims to review relevant literature on interpersonal and technology-based buyer-seller interactions in hospitality sector. Also highlighted is the extent to which technological interface that enables customers to produce a service outcome, independent of a direct service employee involvement, is used by hotels of various categories in France. An e-mailing action that encompasses sending a typical room-booking request to 240 hotels spread out in 120 cities located in France constituted the empirical setting. One-way ANOVA testing differences between means was used to assess the impact of the hotel category (independent variable) on response time (dependent variable) among hotels. Findings show that there is significant variation in responsiveness across hotels categories. A major implication of the findings for management is the fact that the speed of response to enquiries from current and potential customers is most likely a prelude to providing good quality technology-based buyer-seller interactions. The main contributions of this study are the review of relevant literature and it builds on interpersonal and technological interface literature.

sted, utgiver, år, opplag, sider
Marseille: Euromed Management , 2013. s. 1230-1240
HSV kategori
Identifikatorer
URN: urn:nbn:se:hig:diva-13155ISI: 000320606900091ISBN: 978-9963-711-07-9 (tryckt)OAI: oai:DiVA.org:hig-13155DiVA, id: diva2:559554
Konferanse
5th Annual EuroMed Conference of the EuroMed Academy of Business, Glion-Montreux, Switzerland, 4th-5th October 2012
Tilgjengelig fra: 2012-10-09 Laget: 2012-10-09 Sist oppdatert: 2018-03-13bibliografisk kontrollert

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  • sv-SE
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  • de-DE
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