Journal ArticleDOI
Application of importance-performance model in tour guides’ performance: evidence from mainland Chinese outbound visitors in Hong Kong
Hanquin Q. Zhang,Ivy. Chow +1 more
TLDR
In this article, the authors used the importance-performance analysis (IPA) model to assess the performance of Hong Kong's tour guides as perceived by mainland Chinese outbound visitors, and identified 20 pertinent tour guide service quality attributes.About:
This article is published in Tourism Management.The article was published on 2004-02-01. It has received 413 citations till now.read more
Citations
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Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort
TL;DR: In this article, the authors examined the relationship between destination attribute importance and tourist satisfaction, and found that tourist satisfaction plays an important role in marketing tourism products and services, and proposed a method to measure tourist satisfaction.
Journal ArticleDOI
Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism
TL;DR: A revised IPA is presented which integrates three-factor theory concept, partial correlation analysis and natural logarithmic transformation and enables business managers to achieve a competitive advantage.
Journal ArticleDOI
Ireland’s Image as a Tourism Destination in France: Attribute Importance and Performance
Sinéad O’Leary,James G. Deegan +1 more
TL;DR: In this paper, a questionnaire was used to examine the importance of certain destination attributes for French tourists and to determine how French visitors rate Ireland's performance with respect to these attributes pre- and postvisitation.
Journal ArticleDOI
Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings
TL;DR: In this article, a two-dimensional IPA grid displayed the results of the evaluation about importance and performance of each relevant attribute and proposed a formula to transform the ordinal measure into a new metric scale adapted to the IPA grid.
Journal ArticleDOI
Examining airline service quality from a process perspective
Fang Yuan Chen,Yu Hern Chang +1 more
TL;DR: The authors examined the gap between passengers' service expectation and actual service received and the gaps associated with passenger service expectations and the perceptions of these expectations by frontline managers and employees of a Taiwanese airline.
References
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Journal ArticleDOI
Importance-Performance Analysis
John A. Martilla,John C. James +1 more
TL;DR: An easily-applied technique for measuring attribute importance and performance can further the development of effective marketing programs.
Journal ArticleDOI
SERVQUAL: review, critique, research agenda
TL;DR: In this paper, a number of theoretical and operational concerns have been raised concerning SERVQUAL, and a research agenda has been proposed to address these concerns, which is based on the work presented in this paper.
Journal ArticleDOI
The tourist guide: the origins, structure and dynamics of a role.
TL;DR: In this paper, the transition from the original tourist guide to the professional tourist guide is represented as a transition of emphasis from the instrumental to the communicative component, and two new role types have differentiated: the Animator and the Tour-leader, emphasizing, respectively, the social and the interactionary components.
Journal ArticleDOI
Importance‐Performance Analysis: : A Case Study in Restaurant Positioning
TL;DR: The findings indicate that more precise strategies emerge if a competitive dimension is included in the analysis, and the derivation of a modified importance‐performance matrix is illustrated.