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Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning
Hotel Guest E-Questionnaires: Implications For Feedback And Relationships, Alfred Ogle, Nadine Henley, Michelle Rowe, Sybe Jongeling, Stephen Fanning
Alfred Ogle
This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, …
Factor Structure Of The Chinese Service Quality Assessment Scale, Siu-Yin Cheung, Eddie Lam, Jia-Wen Shao, Jennifer Mak
Factor Structure Of The Chinese Service Quality Assessment Scale, Siu-Yin Cheung, Eddie Lam, Jia-Wen Shao, Jennifer Mak
Jennifer Y Mak
The quality of service has been the major subject of interest for business and academia. The aims of this study were to investigate the service quality of fitness clubs in Hong Kong and Guangzhou and to examine the underlying factor structure of the Service Quality Assessment Scale (SQAS; Lam, Zhang, & Jensen, 2005) in the Chinese context.