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Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis
16 references·0 citing·54 second hopsampled
Asymmetrical impact of service attribute performance on consumer satisfaction: an asymmetric impact-attention-performance analysis (2022)Asymmetrical impact of service attribute …An online reviews-driven method for the prioritization of improvements in hotel services (2021)An online reviews-driven meth…Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers (2020)Understanding the dynamics of…Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry (2019)Exploring asymmetric effects …Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction (2018)Exploring Airbnb service qual…Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis (2017)Relationship between customer…Understanding the Impact of Online Reviews on Hotel Performance (2016)Understanding the Impact of O…Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation (2016)Mining meaning from online ra…A Text Mining and Multidimensional Sentiment Analysis of Online Restaurant Reviews (2016)A Text Mining and Multidimens…Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques (2014)Prioritisation of the hotel a…Customer revisit intention to restaurants: Evidence from online reviews (2013)Customer revisit intention to…Learning from the Crowd: Regression Discontinuity Estimates of the Effects of an Online Review Database (2012)Learning from the Crowd: Regr…Predictors of Relationship Quality and Loyalty in the Chain Restaurant Industry (2010)Predictors of Relationship Qu…Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price (2009)Influence of the Quality of F…Prioritizing improvement of service attributes using impact range‐performance analysis and impact‐asymmetry analysis (2008)Prioritizing improvement of s…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…The critical incident technique. (1954)The critical incident techniq…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)Understanding Customer Experience Throughout the Customer Journey (2016)An Index of Factorial Simplicity (1974)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Identifying salient attributes of peer-to-peer accommodation experience (2016)What do Airbnb users care about? An analysis of online review comments (2018)Why should hotels go green? 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(1988)From Marketing Mix to Relationship Marketing (1994)Customer loyalty: a review and future directions with a special focus on the hospitality industry (2015)Value get, value give: The relationships among perceived value, relationship quality, customer engagement, and value consciousness (2019)THE AVIATION PSYCHOLOGY PROGRAM IN THE ARMY AIR FORCES (1948)The development of a code of ethical standards for psychology. (1948)A METHOD FOR MAN-MACHINE TASK ANALYSIS (1953)A Paradigm for Developing Better Measures of Marketing Constructs (1979)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)When Work And Family Are Allies: A Theory Of Work-Family Enrichment (2006)The Effect of Word of Mouth on Sales: Online Book Reviews (2006)The value of reputation on eBay: A controlled experiment (2006)Bootstrap-Based Improvements for Inference with Clustered Errors (2008)Promotional Reviews: An Empirical Investigation of Online Review Manipulation (2012)Fake It Till You Make It: Reputation, Competition, and Yelp Review Fraud (2016)Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation (2019)G*Power 3: A flexible statistical power analysis program for the social, behavioral, and biomedical sciences (2007)A primer on partial least squares structural equation modeling (PLS-SEM) (2015)Digital marketing strategies, online reviews and hotel performance (2018)Revealing customers’ satisfaction and preferences through online review analysis: The case of Canary Islands hotels (2019)The role of visual cues in eWOM on consumers’ behavioral intention and decisions (2021)A Coefficient of Agreement for Nominal Scales (1960)Measuring nominal scale agreement among many raters. (1971)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse (2019)A Topic Modeling Comparison Between LDA, NMF, Top2Vec, and BERTopic to Demystify Twitter Posts (2022)Artificial intelligence in tourism and hospitality: Bibliometric analysis and research agenda (2022)Measuring Service Quality: A Reexamination and Extension (1992)Electronic word-of-mouth in hospitality and tourism management (2007)Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)An investigation on online reviews in sharing economy driven hospitality platforms: A viewpoint of trust (2018)Predicting overall customer satisfaction: Big data evidence from hotel online textual reviews (2018)Applications of text mining in services management: A systematic literature review (2021)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Home sharing in marketing and tourism at a tipping point: What do we know, how do we know, and where should we be heading? (2020)Impacts of Covid-19 on peer-to-peer accommodation platforms: Host perceptions and responses (2020)
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References

  • 1954The critical incident technique.8,664 cited
  • 1997Customer delight: Foundations, findings, and managerial insight1,679 cited
  • 2016Mining meaning from online ratings and reviews: Tourist satisfaction analysis using latent dirichlet allocation1,066 cited
  • 2009Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price784 cited
  • 2012Learning from the Crowd: Regression Discontinuity Estimates of the Effects of an Online Review Database464 cited
  • 2017Relationship between customer sentiment and online customer ratings for hotels - An empirical analysis399 cited
  • 2010Predictors of Relationship Quality and Loyalty in the Chain Restaurant Industry288 cited
  • 2018Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction266 cited
  • 2016Understanding the Impact of Online Reviews on Hotel Performance257 cited
  • 2014Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques199 cited
  • 2008Prioritizing improvement of service attributes using impact range‐performance analysis and impact‐asymmetry analysis199 cited
  • 2013Customer revisit intention to restaurants: Evidence from online reviews172 cited
  • 2019Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry

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172 cited
  • 2020Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers157 cited
  • 2016A Text Mining and Multidimensional Sentiment Analysis of Online Restaurant Reviews150 cited
  • 2021An online reviews-driven method for the prioritization of improvements in hotel services147 cited
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