Document Type

Journal Article


Florida International University


Faculty of Business and Law


School of Business




This article was originally published as: Ogle, A., Henley, N., Rowe, M., Jongeling, S., & Fanning, S. (2013). Hotel guest e-questionnaires: implications for feedback and relationships. FIU Hospitality Review, 31(2), 66-81. Original article available here


This paper examines the reliability and efficacy of hotel guest e-mail questionnaire compared to the paper questionnaire in the Asian Pacific context. Conducted in Perth, Singapore and Penang, 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 email 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.