University of Worcester Worcester Research and Publications

Case Study in Email Reponses of European Travel Agencies

Kuzma, Joanne (2010) Case Study in Email Reponses of European Travel Agencies. In: Culture, Media, Sport and Tourism Research Focus One Day Conference, 24 March 2010, University of Worcester. (Unpublished)


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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.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Discrete Keywords: Internet, market research, email, customer service, travel, tourism, Research Focus Conference
Subjects: H Social Sciences > HF Commerce
A General Works > AI Indexes (General)
Divisions: College of Business, Psychology and Sport > Worcester Business School
Depositing User: Joanne Kuzma
Date Deposited: 25 Mar 2010 14:07
Last Modified: 08 Jun 2021 09:24

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