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Information and Communication Technologies in Tourism 2007 pp 425–434Cite as

Exploring Email Service Quality (EMSQ) Factors

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Abstract

This paper adds to the sparse literature of email service quality. While many studies model website quality or describe the content of email replies, this may be the first study to model dimensions of email service quality (EMSQ). Unlike most website quality studies that ignore email or mix email with self-service technologies, this exploratory study first discusses email’s role in service quality. Drawing on data from a study of almost 500 luxury hotels and the SERVQUAL model, a series of structural equations on 25 features of quality email replies suggest four dimensions of service quality — personalisation, responsiveness, reliability and tangibility. These dimensions provide management with insights for improving their EMSQ and provide academics with a theoretical model for further study of EMSQ.

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Author information

Authors and Affiliations

  1. Business School, University of Western Australia, Australia

    Jamie Murphy & Doina Olaru

  2. Institute Economics & Tourism, University of Applied Sciences Valais, Switzerland

    Roland Schegg

  3. Department of Marketing, The Florida State University, Greece

    Charles F. Hofacker

Authors
  1. Jamie Murphy
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  2. Roland Schegg
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  3. Doina Olaru
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  4. Charles F. Hofacker
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Editor information

Editors and Affiliations

  1. School of Business, University of the Aegean, Chios, Greece

    Marianna Sigala

  2. Dipartimento di Informatica e Studi Aziendali, Universitá degli Studi di Trento, Trento, Italy

    Luisa Mich

  3. School of Business, University of Western Australia, Crawley, Western Australia, Australia

    Jamie Murphy

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© 2007 Springer-Verlag Wien

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Murphy, J., Schegg, R., Olaru, D., Hofacker, C.F. (2007). Exploring Email Service Quality (EMSQ) Factors. In: Sigala, M., Mich, L., Murphy, J. (eds) Information and Communication Technologies in Tourism 2007. Springer, Vienna. https://doi.org/10.1007/978-3-211-69566-1_39

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  • DOI: https://doi.org/10.1007/978-3-211-69566-1_39

  • Publisher Name: Springer, Vienna

  • Print ISBN: 978-3-211-69564-7

  • Online ISBN: 978-3-211-69566-1

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