An analysis of the effects of automated customer service on service quality in Maltese hotels

Abstract

Market trends develop quickly in today’s digital age. The real time responses typical of instant messaging and social media have given rise to expectations of instant replies in all facets of communication; including interaction with companies. Many corporate and governmental websites make use of automated customer service technology in order to fulfil this growing need. However, the implementation of such technology together with research into the topic have been very limited within a hospitality context. This thesis contributes towards filling that gap by providing an analysis of the effects of automated customer service on guest satisfaction in Maltese hotels. [excerpt]