Rozdział z: Functioning of the Local Production Systems in Central and Eastern European Countries and Siberia. Case Studies and Comparative Studies, ed. Mariusz E. Sokołowicz.Guests and travel shoppers constantly search and book hotel rooms all over the world on various devices, shifting from one screen to another. Thanks to internet, “anytime, anywhere” access to information quite far outweighs its downsides. In the paper, the author focuses on the efficient use of the Internet as a tool which helps to communicate with clients. The reaction to inquiries sent by email influences both booking behavior and guest satisfaction as well. The objective of the survey presented in this paper is to test empirically response behavior to Internet enquiries. In particular, response time and information quality of received answers (information depth) were also analyzed.
The research methods, which are used in the article, include the issue analysis, desktop study (review of academic papers with related works), the survey (using mystery shopping methodology) and analysis of the obtained results.Monograph financed under a contract of execution of the international scientific project within 7th Framework Programme of the European Union, co-financed by Polish Ministry of Science and Higher Education (title: “Functioning of the Local Production Systems in the Conditions of Economic Crisis (Comparative Analysis and Benchmarking for the EU and Beyond”)). Monografia sfinansowana w oparciu o umowę o wykonanie projektu między narodowego w ramach 7. Programu Ramowego UE, współfinansowanego ze środków Ministerstwa Nauki i Szkolnictwa Wyższego (tytuł projektu: „Funkcjonowanie lokalnych systemów produkcyjnych w warunkach kryzysu gospodarczego (analiza porównawcza i benchmarking w wybranych krajach UE oraz krajach trzecich”))
