The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance
Gabriele Piccoli, Tsz-Wai Lui, Bettina Grün
| Year of publication: |
April 2017
|
|---|---|
| Authors: | Piccoli, Gabriele ; Lui, Tsz-Wai ; Grün, Bettina |
| Published in: |
Tourism management : research, policies, practice. - Amsterdam [u.a.] : Elsevier Science, ISSN 0261-5177, ZDB-ID 802245-8. - Vol. 59.2017, p. 349-362
|
| Subject: | Service personalization | IT-enabled customer service systems | Affordance | System design | Share shift | Kundenservice | Customer service | Hotellerie | Hotel industry | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.tourman.2016.08.015 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011642837