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Revisiting importance–performance analysis · Study

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ArticleRevisiting importance–performance analysis

Haemoon Oh2001

Article2001

Revisiting importance–performance analysis

772 citations·0/0 files stored·Tourism Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Strategic Planning and Analysis

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References

1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1957A Theory of Cognitive Dissonance 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1992Measuring Service Quality: A Reexamination and Extension 1973Availability: A heuristic for judging frequency and probability 2010Satisfaction: a behavioral perspective on the consumer

Cited by

2004Tourism destination competitiveness: a quantitative approach 2009TOURIST SATISFACTION AND DISSATISFACTION 2007Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort 2006Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism 2006Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings

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2002A Review of Theoretical Debates on the Measurement of Service Quality: Implications for Hospitality Researcharticle · 8 shared references 2002Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail bankingarticle · 7 shared references 1997The nomological net of perceived service qualityarticle · 7 shared references 2012Assessing Users' Perceptions on how to Improve Public Services Qualityarticle · 7 shared references 2010Towards a conceptual model for assessing the quality of public servicesarticle · 7 shared references 2006Understanding e-learning continuance intention: An extension of the Technology Acceptance Modelarticle · 6 shared references

Details

Year2001

Typearticle

Published2001-12-01

VenueTourism Management

ISSN-L0261-5177

Languageen

Citations772

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0261-5177(01)00036-x

openalex_workW2009886992

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2012A critical evaluation of importance–performance analysis

2006Importance-satisfaction analysis for marine-park hinterlands: A Western Australian case study

2014Importance-performance analysis: A valid management tool?