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This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted inPerth,SingaporeandPenang, cities with mature hospitality and tourism industries and a representation of chain and independent deluxe hotels, this exploratory qualitative study examines hotelier views of e-mail guest communication derived from content analysis of guest questionnaires format and content and in-depth interviews with senior hoteliers. The findings indicated that e-questionnaires manifested as e-mails, as a direct replacement of the paper questionnaire, appear to be premature given divergent hotelier views and shortcomings in e-mail response administration. If properly executed, e-mail can play an increasingly important adjunct role to the paper guest questionnaire as a part of a multi-channel approach. The balance/relationship between ‘high tech’ and ‘high touch’ needs to be maintained: the latter can enhance the latter but should not undermine it.
Ogle, Alfred; Henley, Nadine; Rowe, Michelle; Jongeling, Sybe; and Fanning, Stephen
"Hotel Guest e-questionnaires: Implications for Feedback and Relationships,"
Hospitality Review: Vol. 31
, Article 6.
Available at: http://digitalcommons.fiu.edu/hospitalityreview/vol31/iss2/6