Author/Authors
AKSARAYLI, Mehmet Dokuz Eylül Üniversitesi - İktisadi ve İdari Bilimler Fakültesi - Ekonometri Bölümü, Turkey , ÖZGEN, Işıl Dokuz Eylül Üniversitesi - İşletme Fakültesi - Turizm İşletmeciliği Bölümü, Turkey
Title Of Article
E-MAIL MANAGEMENT IN WEB-BASED CUSTOMER RELATIONS AND A STUDY ON HOTEL ESTABLISHMENTS IN TURKEY
شماره ركورد
44213
Abstract
E-mail usage as a result of technological development has provided a new dimension between customer relationship and businesses. In this study e-mail management as a customer relationship tool has been reviewed in hotel establishments. The main purpose of this study is to explore the effectiveness of e-mail usage in hotels in Turkey. In order to achieve this purpose, mystery guest approach has been used and an inquiry mail about accommodation is send to hotels in Turkey, The response behavior to e-mail inquiries in the aspect of response quality and response speed are evaluated and the differences are investigated according to hotel scale, geographic location and hotel types.
From Page
727
NaturalLanguageKeyword
Hotel Establishments , customer relations , e–mail management
JournalTitle
Ege Academic Review (EAR)
To Page
744
JournalTitle
Ege Academic Review (EAR)
Link To Document