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Biełuszko Katarzyna (Akademia Morska w Gdyni), Grobelna Aleksandra (Akademia Morska w Gdyni)
The Role of the Hotel Website Quality in Creating Customers' E-Satisfaction
Zeszyty Naukowe Uniwersytetu Szczecińskiego. Scientific Journal. Service Management, 2014, vol. 14, s. 87-98, bibliogr. 52 poz.
Słowa kluczowe
Lojalność, Lojalność klientów, Satysfakcja klienta, Klient
Loyalty, Customer loyalty, Customer satisfaction, Customer
Evolution, news and continuous transformation of the electronic market, especially the growing and sophisticated online customer expectations, expect the hotel Website to be not only interactive, but first of all, proactive. This means that a Website is ahead of its usability, functionality, design (and other characteristics), needs and expectations of customers, providing them with a unique virtual experiences and emotions. The purpose of the article is to identify the Websites leading traits and attributes which are relevant for customers' satisfaction with the virtual contact with a hotel. The research problem is an attempt to answer the question of what a modern hotel Website should be like in order to provide satisfactory experience (e-experience) resulting from virtual interaction. Applied research methods is the critical analysis of the literature, including empirical studies and reports carried out in these issues.(author's abstract)
Dostępne w
Biblioteka Główna Uniwersytetu Ekonomicznego w Poznaniu
Biblioteka Główna Uniwersytetu Szczecińskiego
Pełny tekst
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