The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance

Gabriele Piccoli; Tsz-Wai Lui; Bettina Grün

doi:10.1016/j.tourman.2016.08.015

The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance

Gabriele Piccoli
, Tsz-Wai Lui
, Bettina Grün

Department of Data Analysis and Econometrics

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	349-362
Number of pages	14
Journal	Tourism Management
Volume	59
DOIs	https://doi.org/10.1016/j.tourman.2016.08.015
Publication status	Published - 01 Apr 2017

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

SDG 8 Decent Work and Economic Growth

Fields of science

101018 Statistics
509 Other Social Sciences

JKU Focus areas

Social Systems, Markets and Welfare States

Access to Document

10.1016/j.tourman.2016.08.015

Cite this

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title = "The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance",

author = "Gabriele Piccoli and Tsz-Wai Lui and Bettina Gr{\"u}n",

year = "2017",

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doi = "10.1016/j.tourman.2016.08.015",

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journal = "Tourism Management",

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T1 - The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance

AU - Piccoli, Gabriele

AU - Lui, Tsz-Wai

AU - Grün, Bettina

PY - 2017/4/1

Y1 - 2017/4/1

UR - http://www.ifas.jku.at

UR - https://www.scopus.com/pages/publications/84985896424

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DO - 10.1016/j.tourman.2016.08.015

M3 - Article

SN - 1879-3193

VL - 59

SP - 349

EP - 362

JO - Tourism Management

JF - Tourism Management

ER -

The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance

UN SDGs

Fields of science

JKU Focus areas

Access to Document

Other files and links

Applications of Statistical Methods

Cite this

The Impact of IT-Enabled Customer Service Systems on Service Personalization, Customer Service Perceptions, and Hotel Performance

UN SDGs

Fields of science

JKU Focus areas

Access to Document

Other files and links

Projects

Applications of Statistical Methods

Cite this