Accessing hotel responsiveness towards guest's email query: cases in Malaysia
Information Technology (IT) has given tremendous positive effects in hospitality industry. It’s the most powerful weapon for hoteliers in order to stay competitive nowadays. One of the examples of technology that hit the hospitality world is e-mail. This study focused on three to five star hotels li...
| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
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IDOSI Publications
2011
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| Online Access: | http://psasir.upm.edu.my/id/eprint/37445/ http://psasir.upm.edu.my/id/eprint/37445/1/Accessing%20hotel%20responsiveness%20towards%20guest%27s%20email%20query%20cases%20in%20Malaysia.pdf |
| _version_ | 1848848609208958976 |
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| author | Anuar, Jazira Jusoff, Kamaruzaman Mahamed Ali, Faliza Saien, Sairah Md. Zaini, Zetty Madina Khalid, Khazainah Musa, Mushaireen |
| author_facet | Anuar, Jazira Jusoff, Kamaruzaman Mahamed Ali, Faliza Saien, Sairah Md. Zaini, Zetty Madina Khalid, Khazainah Musa, Mushaireen |
| author_sort | Anuar, Jazira |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | Information Technology (IT) has given tremendous positive effects in hospitality industry. It’s the most powerful weapon for hoteliers in order to stay competitive nowadays. One of the examples of technology that hit the hospitality world is e-mail. This study focused on three to five star hotels listed by the Ministry of Culture, Arts & Tourism of Malaysia that provide e-mail as a medium of communication and internet activity for its online patrons. Actual e-mail was sent to hotels asking for room availability, special room rate and facilities at the hotel. The implementation of technology in relation to customer service which is guest’s e-mail queries still remains unknown although technology initiation can be considered successful among hotels in Malaysia. As hoteliers, do they answer the guest’s e-mail queries promptly, politely and professionally? |
| first_indexed | 2025-11-15T09:37:13Z |
| format | Article |
| id | upm-37445 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T09:37:13Z |
| publishDate | 2011 |
| publisher | IDOSI Publications |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-374452020-07-06T03:39:33Z http://psasir.upm.edu.my/id/eprint/37445/ Accessing hotel responsiveness towards guest's email query: cases in Malaysia Anuar, Jazira Jusoff, Kamaruzaman Mahamed Ali, Faliza Saien, Sairah Md. Zaini, Zetty Madina Khalid, Khazainah Musa, Mushaireen Information Technology (IT) has given tremendous positive effects in hospitality industry. It’s the most powerful weapon for hoteliers in order to stay competitive nowadays. One of the examples of technology that hit the hospitality world is e-mail. This study focused on three to five star hotels listed by the Ministry of Culture, Arts & Tourism of Malaysia that provide e-mail as a medium of communication and internet activity for its online patrons. Actual e-mail was sent to hotels asking for room availability, special room rate and facilities at the hotel. The implementation of technology in relation to customer service which is guest’s e-mail queries still remains unknown although technology initiation can be considered successful among hotels in Malaysia. As hoteliers, do they answer the guest’s e-mail queries promptly, politely and professionally? IDOSI Publications 2011 Article PeerReviewed text en http://psasir.upm.edu.my/id/eprint/37445/1/Accessing%20hotel%20responsiveness%20towards%20guest%27s%20email%20query%20cases%20in%20Malaysia.pdf Anuar, Jazira and Jusoff, Kamaruzaman and Mahamed Ali, Faliza and Saien, Sairah and Md. Zaini, Zetty Madina and Khalid, Khazainah and Musa, Mushaireen (2011) Accessing hotel responsiveness towards guest's email query: cases in Malaysia. World Applied Sciences Journal, 12. pp. 14-18. ISSN 1818-4952; ESSN: 1991-6426 https://www.idosi.org/wasj/wasj12(SSTE)2011.htm |
| spellingShingle | Anuar, Jazira Jusoff, Kamaruzaman Mahamed Ali, Faliza Saien, Sairah Md. Zaini, Zetty Madina Khalid, Khazainah Musa, Mushaireen Accessing hotel responsiveness towards guest's email query: cases in Malaysia |
| title | Accessing hotel responsiveness towards guest's email query: cases in Malaysia |
| title_full | Accessing hotel responsiveness towards guest's email query: cases in Malaysia |
| title_fullStr | Accessing hotel responsiveness towards guest's email query: cases in Malaysia |
| title_full_unstemmed | Accessing hotel responsiveness towards guest's email query: cases in Malaysia |
| title_short | Accessing hotel responsiveness towards guest's email query: cases in Malaysia |
| title_sort | accessing hotel responsiveness towards guest's email query: cases in malaysia |
| url | http://psasir.upm.edu.my/id/eprint/37445/ http://psasir.upm.edu.my/id/eprint/37445/ http://psasir.upm.edu.my/id/eprint/37445/1/Accessing%20hotel%20responsiveness%20towards%20guest%27s%20email%20query%20cases%20in%20Malaysia.pdf |