The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance.

Bettina Grün, Gabriele Piccoli, Tsz-Wai Lui

Publikation: Wissenschaftliche Fachzeitschrift › Originalbeitrag in Fachzeitschrift › Begutachtung

Österreichische Systematik der Wissenschaftszweige (ÖFOS)

@article{7038bc7045dc4430ad3dc70371adb391,

title = "The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance.",

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

year = "2017",

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

language = "English",

volume = "59",

pages = "349 -- 362",

journal = "Tourism Management",

issn = "0261-5177",

publisher = "Elsevier Ltd.",

}

TY - JOUR

T1 - The impact of IT-enabled customer service systems on service personalization, customer service perceptions, and hotel performance.

AU - Grün, Bettina

AU - Piccoli, Gabriele

AU - Lui, Tsz-Wai

PY - 2017

Y1 - 2017

U2 - 10.1016/j.tourman.2016.08.015

DO - 10.1016/j.tourman.2016.08.015

M3 - Journal article

SN - 0261-5177

VL - 59

SP - 349

EP - 362

JO - Tourism Management

JF - Tourism Management

ER -