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Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels

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References

1977Importance-Performance Analysis4,319 cited
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1993The Nature and Determinants of Customer Expectations of Service2,665 cited
2004Services Marketing: Integrating Customer Focus Across the Firm1,781 cited
1995Return on Quality (ROQ): Making Service Quality Financially Accountable1,638 cited
1994Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria1,492 cited
1991Understanding Customer Expectations of Service1,403 cited
2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
2001Revisiting importance–performance analysis772 cited
2001Determinants of hotel guests’ satisfaction and repeat patronage in the Hong Kong hotel industry728 cited
2000An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers658 cited
2005Measuring service quality in the hotel industry: A study in a business hotel in Turkey463 cited
2003Importance-performance analysis revisited: the role of the factor structure of customer satisfaction444 cited
2003A Comparison of Approaches to Importance-Performance Analysis

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430 cited

2006Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism425 cited

2002The factor structure of customer satisfaction418 cited

Cited by

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2017A hybrid MCDM approach for performance evaluation in the banking industry85 cited
2018Performance measurement and management research in the hospitality and tourism industry71 cited
2015Importance Performance Competitor Analysis (IPCA): A study of hospitality companies70 cited
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2022Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction38 cited
2019A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service38 cited
2018Benchmarking hotel service quality using two-dimensional importance-performance benchmark vectors (IPBV)32 cited
2014U. S. winter migrants' park community attributes: An importance–performance analysis31 cited
2022Assessing commuters’ perceptions towards improvement of intermediate public transport as access modes to metro stations29 cited
2020The Influence of Culture in Customers’ Expectations about the Hotel Service in Latin Countries with Different Human Development Levels22 cited