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Identifying critical service quality attributes for higher education in hospitality and tourism: Applications of the Kano model and importance-performance analysis (IPA)
16 references·10 citing·34 second hop
Identifying critical service quality attributes for higher education in hospitality and tourism: Applications of the Kano model and importance-performance analysis (IPA) (2011)Identifying critical service quality attr…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Research Methods for Business (2008)Research Methods for BusinessThe refined Kano's model and its application (2005)The refined Kano's model and …Revisiting importance–performance analysis (2001)Revisiting importance–perform…Integrating SERVQUAL and Kano’s model into QFD for service excellence development (2001)Integrating SERVQUAL and Kano…An integrated approach to innovative product development using Kano’s model and QFD (2000)An integrated approach to inn…How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…What Matters in College? Four Critical Years Revisited. (1994)What Matters in College? Four…KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY (1993)KANO’S METHODS FOR UNDERSTAND…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Importance-Performance Analysis (1977)Importance-Performance Analys…العلاقة بين جودة التعليم، الكفاءة الأكاديمية الذاتية، والتزام طلبة إدارة السياحة والضيافة والتراث بالعمل في مجال دراستهم (2023)العلاقة بين جودة التعليم، الك…Combining Kano’s Model, IPA, and FMEA to Evaluate Service Quality Risk for Bus Service: Case of Bangkok Bus Service (2023)Combining Kano’s Model, IPA, …Determinants of Training Competitive Business Professionals in the Hospitality Industry (2022)Determinants of Training Comp…Determining the attributes that influence students’ online learning satisfaction during COVID-19 pandemic (2021)Determining the attributes th…Students’ perceptions of hospitality education quality in the United States higher education: Domestic versus international students (2019)Students’ perceptions of hosp…Introducing storytelling into tourism and hospitality courses: students’ perceptions (2019)Introducing storytelling into…Integrating the Kano model and IPA to measure quality of museum interpretation service: a comparison of visitors from Taiwan and Mainland China (2019)Integrating the Kano model an…Exploring a New Chinese Model of Tourism and Hospitality Education: Lessons Learned from American Counterparts (2017)Exploring a New Chinese Model…Students’ Satisfaction on Academic Services in Higher Education Using Importance-Performance Analysis (2016)Students’ Satisfaction on Aca…Integrating Kano Model and SIPA Grid to Identify Key Service Attributes of Fast Food Restaurants (2015)Integrating Kano Model and SI…Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Zero defections: quality comes to services. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Understanding Relationship Marketing Outcomes (2002)Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand (2011)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Does Active Learning Work? A Review of the Research (2004)RESEARCH AND PRACTICE OF STUDENT RETENTION: WHAT NEXT? (2006)Unmasking the Effects of Student Engagement on First-Year College Grades and Persistence (2008)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Survey research in operations management: a process‐based perspective (2002)A Systems Approach to Conduct an Effective Literature Review in Support of Information Systems Research (2006)Consensus measurement in Delphi studies (2012)
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References

  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1994What Matters in College? Four Critical Years Revisited.5,745 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
  • 2008Research Methods for Business2,376 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY776 cited
  • 2001Revisiting importance–performance analysis772 cited
  • 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development385 cited
  • 2005The refined Kano's model and its application

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302 cited
  • 2000An integrated approach to innovative product development using Kano’s model and QFD281 cited
  • Cited by

    • 2021Determining the attributes that influence students’ online learning satisfaction during COVID-19 pandemic87 cited
    • 2015Integrating Kano Model and SIPA Grid to Identify Key Service Attributes of Fast Food Restaurants39 cited
    • 2019Integrating the Kano model and IPA to measure quality of museum interpretation service: a comparison of visitors from Taiwan and Mainland China28 cited
    • 2019Students’ perceptions of hospitality education quality in the United States higher education: Domestic versus international students26 cited
    • 2016Students’ Satisfaction on Academic Services in Higher Education Using Importance-Performance Analysis26 cited
    • 2019Introducing storytelling into tourism and hospitality courses: students’ perceptions13 cited
    • 2023Combining Kano’s Model, IPA, and FMEA to Evaluate Service Quality Risk for Bus Service: Case of Bangkok Bus Service7 cited
    • 2017Exploring a New Chinese Model of Tourism and Hospitality Education: Lessons Learned from American Counterparts1 cited
    • 2022Determinants of Training Competitive Business Professionals in the Hospitality Industry0 cited
    • 2023العلاقة بين جودة التعليم، الكفاءة الأكاديمية الذاتية، والتزام طلبة إدارة السياحة والضيافة والتراث بالعمل في مجال دراستهم0 cited