Restaurant customers like the convenience of the Internet, but they appreciate the personal touch of telephone reservations, according to a new Hotel School study.

"Based on this survey, I suggest that restaurant operators encourage their guests to try online reservations," said Sheryl E. Kimes, the Singapore Tourism Board Distinguished Professor of Asian Hospitality Management at the Cornell School of Hotel Administration. "While there are costs associated with online reservations, the additional benefits associated with them more than outweigh the costs."

The study found that nearly one-third of 696 restaurant customers surveyed had made an online reservation; those respondents tended to be young, relatively frequent guests. To take part in the survey, respondents had to have made a restaurant reservation at least once in the 12 months before the study.

"Not surprisingly, the respondents said that online reservations were convenient," said Kimes. "But at the same time, these restaurant customers did not want to give up entirely on the personal connection with the restaurant that is only possible with a phone call. For that reason, I suggest that restaurants consider using both methods when they accept reservations."

The report, "How Restaurant Customers View Online Reservations," is available at http:// hotelschool.cornell.edu/research/chr/pubs/reports/2009.html.