Importance‐Performance Analysis:

John C. Keyt · Uğur Yavaş · Glen Riecken

107 citations0/0 files storedInternational Journal of Retail & Distribution Management

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Management and Optimization Techniques Customer Service Quality and Loyalty Quality and Supply Management

Abstract

Presents an application of importance‐performance analysis. Using restaurants as a case in point, illustrates the derivation of a modified importance‐performance matrix. The findings indicate that more precise strategies emerge if a competitive dimension is included in the analysis.

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References

1977Importance-Performance Analysis 1985An Investigation of the Relative Efficacy of Four Alternative Approaches to Importance-Performance Analysis 1986GENERATING MARKETING STRATEGY PRIORITIES BASED ON RELATIVE COMPETITIVE POSITION 1989Segmentation of Bank Commercial Markets

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