Response attitudes and behavior of hotel industry to electronic info requests
MetadataShow full item record
The objectives of this study were to test empirically response behaviour to Internet inquiries and to investigate motivations to offer Internet services, current services offered, and attitude towards the Internet and related behaviour. It analyses the role of hotel size and category (three stars and four stars) to explain differences. A sample of 606 hotels in three Alpine regions (Tirol, South Tirol, and Trentino) of Austria were included in the study. The findings reveal: the overall response rate to Internet inquiries is relatively low; average response time is relatively fast; quality of answer (information depth) is poor; hotels are not inclined to give information requested and to provide any help to find another accommodation in the area when they are fully booked; motivations for setting up a home page and Internet services offered differ between 3 and 4 star hotels; attitudes towards Internet and Internet related behaviour differs; and differences in attitudes and behaviour of respondents and non-respondents.