Importance‐performance analysis as a tool in evaluating town centre management effectiveness

Angelo Riviezzo · Alessandro De Nisco · Maria Rosaria Napolitano

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

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Consumer Retail Behavior Studies Customer Service Quality and Loyalty Urban Development and Cultural Heritage

Abstract

Purpose The purpose of this paper is to provide some insights for the evaluation of town centre management (TCM) effectiveness, by proposing the importance‐performance analysis (IPA) as a valuable tool to ensure a multi‐perspective evaluation. The need for more empirical methods of measuring town centre effectiveness is related to the risk of commonly used evaluation methodologies reflecting only the success criteria of dominant stakeholders. Design/methodology/approach By reviewing the service management literature, a definition of the “town centre product” is proposed, and how IPA can be used to analyse the city users' quality perceptions is emphasized. The theoretical framework is enriched by an empirical case study: the city centre of Benevento. Findings The results provide a clear guidance for the implementation of a TCM scheme in the historical centre of Benevento, by identifying the main area of intervention. Research limitations/implications The paper addresses a gap in the academic literature by using the IPA as an alternative evaluating paradigm of TCM and providing a definition of the town centre servicescape. Further research could investigate the impact of the selected environmental variables on the city users' internal responses (e.g. satisfaction) and behaviours (e.g. desire to shop), beside on their quality perceptions. Practical implications The paper proposes a handy tool both for the exante and the expost evaluation, As well, it could be used as a benchmarking tool. Originality/value The paper has significant implications both for practitioners and for academics. It provides an original framework for further research and factual implementation.

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1977Importance-Performance Analysis 1974Atmospherics as a Marketing Tool 2002The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions 2000Atmospheric Effects on Shopping Behavior 1993Marketing Places: Attracting Investment, Industry, and Tourism to Cities, States, and Nations 1994The Influence of Store Environment on Quality Inferences and Store Image

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