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Why Use Importance Performance Analysis in Mystery Shopping? A USA–Poland Comparative Answer
16 references·0 citing·39 second hop
Why Use Importance Performance Analysis in Mystery Shopping? A USA–Poland Comparative Answer (2010)Why Use Importance Performance Analysis i…Guest Satisfaction and Restaurant Performance (2007)Guest Satisfaction and Restau…An expectancy theory model for hotel employee motivation (2007)An expectancy theory model fo…Understanding the relationship between attribute performance and overall satisfaction (2005)Understanding the relationshi…Efficient or enjoyable? Consumer values of eating-out and fast food restaurant consumption in Korea (2004)Efficient or enjoyable? Consu…Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent (2004)Customer Satisfaction of Them…A Comparison of Approaches to Importance-Performance Analysis (2003)A Comparison of Approaches to…The use of a modified importance-performance framework to examine visitor satisfaction with attributes of outdoor recreation settings (2002)The use of a modified importa…Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study (2001)Searching for a consensus on …Unmasking a phantom: a psychometric assessment of mystery shopping22Some work on this paper was carried out while the first author was Visiting Professor, Institute of Marketing, Norwegian School of Economics and Business Administration and the second author was a doctoral candidate at University of Alberta. Order of authorship is alphabetical. (1999)Unmasking a phantom: a psycho…Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA (1999)Importance‐performance analys…Customer satisfaction and its measurement in hospitality enterprises (1999)Customer satisfaction and its…Improving your measurement of customer satisfaction: a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs (1997)Improving your measurement of…Importance‐Performance Analysis and the Measurement of Service Quality (1993)Importance‐Performance Analys…Key Factors in Guest Satisfaction (1988)Key Factors in Guest Satisfac…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…Importance-Performance Analysis (1977)Importance-Performance Analys…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings (2006)A critical evaluation of importance–performance analysis (2012)Importance-performance analysis: A valid management tool? (2014)Measuring Service Quality: A Reexamination and Extension (1992)Examining the motivation, perceived performance, and behavioral intentions of convention attendees: Evidence from a regional conference (2006)International students' decision‐making process (2006)The Experiential Aspects of Consumption: Consumer Fantasies, Feelings, and Fun (1982)Measuring the hedonic and utilitarian sources of consumer attitudes (1991)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)Perceived values, satisfaction, and behavioral intentions: The role of familiarity in Korean restaurants (2009)Examining the Role of Emotional and Functional Values in Festival Evaluation (2010)Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry (2010)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Conceptualization and Operationalization of Destination Image (2007)Understanding Satisfied and Dissatisfied Hotel Customers: Text Mining of Online Hotel Reviews (2015)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty (2006)Service quality, customer satisfaction, and behavioral intentions in the service factory (2006)Tourist satisfaction a cognitive-affective model (2008)The Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK1 (1996)Service quality in the banking sector: the impact of technology on service delivery (1999)A synthesis of contemporary market orientation perspectives (2001)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers (2000)SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: A TEST OF MEDIATION (2010)Information and Communication Technologies in Tourism 2014 (2013)Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups (2007)TOURIST SATISFACTION AND DISSATISFACTION (2009)
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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1999Customer satisfaction and its measurement in hospitality enterprises670 cited
  • 2001Searching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study650 cited
  • 2003A Comparison of Approaches to Importance-Performance Analysis430 cited
  • 1997Improving your measurement of customer satisfaction: a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs357 cited
  • 1999Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA350 cited
  • 1993Importance‐Performance Analysis and the Measurement of Service Quality319 cited
  • 1988Key Factors in Guest Satisfaction314 cited
  • 2004Efficient or enjoyable? Consumer values of eating-out and fast food restaurant consumption in Korea308 cited
  • 2007An expectancy theory model for hotel employee motivation273 cited
  • 2007Guest Satisfaction and Restaurant Performance218 cited
  • 2005Understanding the relationship between attribute performance and overall satisfaction175 cited
  • 2002The use of a modified importance-performance framework to examine visitor satisfaction with attributes of outdoor recreation settings

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155 cited
  • 2004Customer Satisfaction of Theme Restaurant Attributes and Their Influence on Return Intent135 cited
  • 1999Unmasking a phantom: a psychometric assessment of mystery shopping22Some work on this paper was carried out while the first author was Visiting Professor, Institute of Marketing, Norwegian School of Economics and Business Administration and the second author was a doctoral candidate at University of Alberta. Order of authorship is alphabetical.132 cited
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