Prioritizing destination attributes for optimal resource allocation: a study of Chinese tourists visiting Britain |
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| Authors: | Zhibin Lin Ilias Vlachos Joseph Ollier |
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| Institution: | 1. Department of Management and Marketing, Business School, Durham University, Mill Hill Lane, Durham, DH1 3LB, United Kingdomzhibin.lin@durham.ac.uk;3. Department of Strategic Management, La Rochelle Business School, Groupe Sup de Co La Rochelle, 102 Rue de Coureilles, 17000 La Rochelle, France;4. Department of Management, Technology and Economics, Chair of Technology Marketing, ETH Zurich, Weinbergstrasse 56/58, 8092 Zurich, Switzerland |
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| Abstract: | ABSTRACTThis study assesses the importance, performance, and the interrelationships of key destination attributes for marketing managers to prioritize resource allocation. A three-dimensional analysis of importance–performance–impact-analysis (IPIA) factors, based upon a survey sample of 275 Chinese tourists to Britain and an expert panel interview with 10 destination marketing managers is presented. Data analysis was based upon a mix of multi-criteria decision-making methodologies, the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method and the Analytic Network Process (ANP) method. The framework can be applied to prioritize resources allocation to improve customer satisfaction in other contexts, such as a sector or a specific business. |
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| Keywords: | Resource allocation tourist satisfaction importance–performance analysis importance–performance–impact analysis multi-criteria decision making decision-making trial and evaluation laboratory (DEMATEL) analytic network process (ANP) Chinese tourists Britain destination marketing |
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