Case Study in Email Reponses of European Travel Agencies

The rise of the Internet has brought significant changes and opportunities for online travel sites. Consumers are using a variety of technologies, such as form-based or email inquiries to contact travel agents. However, although customer expectations of service have risen, this has not translated to a rise in customer service response from travel site owners. This research will analyze differences in online form-based queries versus email based queries for European travel agents. It will review if any significant differences exist between these two methods, as well as significant differences among agencies in various countries, as well as effectiveness in answering consumer queries in the tourism industry.