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Information and Communication Technologies in Tourism 2005 pp 452–462Cite as

An Investigation of Satisfaction and Loyalty in the Virtual Hospitality Environment

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Abstract

This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of this survey show that the more customers are satisfied with the websites and e-service, the more they are willing to book via the website and to recommend the website. Thus, hotels that focus on critical e-service factors should satisfy and retain customers, as well as nurture loyalty.

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Author information

Authors and Affiliations

  1. Lausanne Hospitality Research (LHR), Ecole Hôtelière de Lausanne, Switzerland

    Nora Weber, Hilary Murphy & Roland Schegg

  2. School of Business, University of Western Australia, Australia

    Jamie Murphy

Authors
  1. Nora Weber
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  2. Hilary Murphy
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  3. Roland Schegg
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  4. Jamie Murphy
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Editor information

Editors and Affiliations

  1. School of Business and Enterprise, Queen Margaret University College, Edinburgh, Scotland, UK

    Andrew J. Frew

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© 2005 Springer-Verlag Wien

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Cite this paper

Weber, N., Murphy, H., Schegg, R., Murphy, J. (2005). An Investigation of Satisfaction and Loyalty in the Virtual Hospitality Environment. In: Frew, A.J. (eds) Information and Communication Technologies in Tourism 2005. Springer, Vienna. https://doi.org/10.1007/3-211-27283-6_41

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  • DOI: https://doi.org/10.1007/3-211-27283-6_41

  • Publisher Name: Springer, Vienna

  • Print ISBN: 978-3-211-24148-6

  • Online ISBN: 978-3-211-27283-1

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