U. S. winter migrants' park community attributes: An importance–performance analysis

North American seasonal migrants, who are usually retired, typically live in recreational vehicle/mobile home park communities in the southern U. S. during the winter months. This study examines the importance of specific park characteristics in the park selection process and uses the case of winter migrants in south Texas to demonstrate how parks may use a modified approach of importance–performance analysis and the promoter–detractor methodology to assess how well the parks perform on selected attributes. The analysis of survey responses from 1429 winter Texans categorized attributes based on the attributes' impact range and asymmetrical impact on park recommendation likelihood. Overall, seasonal migrants based their choice of location for their winter home largely on physical appearance (e.g., cleanliness) and affect (i.e., friendliness and caring management). Wireless Internet access and low rates were also of high importance. But park recommendation likelihood varies depending on the migrants' satisfaction with important attributes' performance.     

Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions?

This study investigates American customers’ perceptions of Chinese restaurants in the U.S., using the Importance–Performance Analysis (IPA) approach. This study also examines which attributes of Chinese restaurants influence American customers’ satisfaction and behavioral intentions. The IPA shows that environmental cleanliness and attentive service are two important areas where Chinese restaurateurs can make improvements. In addition, food taste and service reliability appear to be key attributes for Chinese restaurants’ success. Overall, this study indicates that food quality, service reliability and environmental cleanliness are three pivotal attributes to create satisfied customers and positive post-dining behavioral intentions. Chinese restaurant managers should reasonably allocate their limited resources to restaurant attributes based on their contributions to customer satisfaction and behavioral intentions.     

Factors Influencing Restaurant Selection by Travelers Who Stop at Visitor Information Centers

This article reports the findings of an exploratory study defining expectations for restaurants of travelers who stop at visitor information centers. Using data collected from 2, 712 summer travelers, four factors that explain consumer expectations are discussed: information, restaurant basics, amenities, and health. Travelers rated attributes such as cleanliness, food quality, and friendliness of staff as most important. Suggestions are given for developing promotional materials for attracting travelers to restaurants.     

Measuring Personal Service Quality

Abstract

This study examined the personal service quality of international tourism hotels in China by measuring international hotel customer's satisfaction level and their perceived importance evaluation of personal service attributes. Six international hotels in Beijing and three departments (reception, food and beverage, and housekeeping) in each hotel were selected in this study. Responses from 472 customers were used for the data analysis of this study. It was found that customers identified friendliness and willingness to provide service in all three departments as service attributes with which they were very satisfied. Foreign language ability was identified as the least satisfactory in the reception and food and beverage departments. Customers also regarded friendliness and willingness to provide service as very important.     

The impact of cleanliness on customer perceptions of security in hostels: A WOM-based approach

While research has shown that security, cleanliness and location are key attributes when customers choose hostels, the relationship between these attributes has not been properly examined. We take a word-of-mouth (WOM) approach to study the relationship between these attributes using data from a leading hostel booking website. Based on our empirical study, we find that customer perceptions of hostel security are primary determined by the cleanliness of the establishment, followed by its location.     

The effect of knowing a second language and experience working with non-English speakers on job performance

Managing a multicultural workforce involves a thorough understanding of individual and cultural differences. One strategy to successfully manage non-English speaking employees is to recruit or train managers who have the appropriate skill set. This study utilizes experimental methods to examine the effect of two skills related to multicultural competence – (1) the ability to speak a second language and (2) having frequent interactions with non-English workers at their current job – on job performance in an environment of communication barriers in a food service context. Job performance was measured through temporal performance or the speed of completing a dish, food quality, and food accuracy. The findings showed that employees were able to complete recipes by an average of 7.23 min faster when led by a manager who had the two multicultural skills. Teams led by a manager who had the two multicultural skills also scored higher quality food ratings on the measures of presentation, temperature, taste, aroma, and the degree to which the meal was fully cooked. The measure of accuracy was only significant at the 90% confidence interval and is worth further investigation. The results showed that the managers who had the two multicultural skills used more pointing and demonstration than the managers who did not have the two multicultural skills during the task.     

Analysing reviews in the Web 2.0: Small and medium hotels in Portugal

This study presents a characterisation of online reviews for small and medium hotels (SMH) in Portugal. We collected and analysed 1500 online reviews from 50 SMH. The findings show that room, staff and location were the concepts most frequently appeared in the reviews, with cleanliness, friendliness, helpfulness, and centrality of position the terms most frequently used to qualify the concepts. This study points out the main features which SMH managers should prioritize.     

Selection attributes of wedding banquet venues: An exploratory study of Hong Kong prospective wedding couples

Despite the significant contribution of the wedding business to the hospitality industry, few studies of wedding banquet venues have been conducted. This study aimed to investigate the perception of Hong Kong prospective wedding couples of the importance of venue selection attributes. Among the 25 venue attributes identified, employee attitude was viewed by the 205 respondents as the most important, followed by cleanliness and food quality. Among the 11 extrinsic and intrinsic personal attributes, first impression was the most influential while an auspicious wedding date was the least. Marketing strategies are recommended to industry practitioners on the basis of the findings.     

Determining the Attributes of Casino Customer Satisfaction: Applying Impact-Range Performance and Asymmetry Analyses

This case study assesses the asymmetric relationship between the relative importance of service quality attributes and overall customer satisfaction in Korean casino settings, using impact-range performance analysis (IRPA) and impact asymmetry analysis (IAA). Results validated the rigor of IRPA and IAA over importance–performance analysis (IPA) in identifying key determining attributes of customer satisfaction/dissatisfaction among various casino service quality attributes based on three-factor theory. The theoretical and practical implications of this study’s findings are included to enrich both academicians’ and casino industry professionals’ understanding of customers’ perceptions of and attitudes towards casinos, and the development of a marketing strategy.     

An examination of students’ perceptions for guest speakers in hospitality and tourism programs

The current study aimed to identify students’ perceptions about guest speakers in hospitality and tourism programs. A total of 222 participants were surveyed at a large, public university in southwestern United States. The mean scores of 10 attributes were plotted on an importance-performance analysis grid to illustrate each attribute of one guest speaker’s lecture. The findings showed a discrepancy between the students’ perceived importance and the performance level. The results indicate that students expect that guest speakers not only provide industry-specific knowledge and current issues but also deliver them appropriately. Therefore, guest speakers should realize that students are eager to learn about strategies for career success and current issues in order to stimulate their interest. These findings provide meaningful information for guest speakers on how to improve their effectiveness because students’ reflection and ideas about guest speakers help faculty members better utilize guest speakers and develop curriculums and programs, which ultimately will benefit students in their learning.     

Exploring the discrepancies in perceived destination images from residents’ and tourists’ perspectives: a revised importance–performance analysis approach

A comprehensive and balanced understanding of both local residents’ and tourists’ perceived destination image (DI) is a pivotal step for successful tourism development. Using the revised importance–performance analysis approach, this study assesses the differences between residents’ and tourists’ perceived implicit importance and performance of DI attributes in the Liyu Lake Scenic Area in Hualien, Taiwan. A mixed methods approach was adopted. First, 30 pertinent image attributes were identified by interviewing local residents and tourists. These image attributes were subsequently used in a questionnaire survey. Results indicate that residents’ and tourists’ opinions were divided on environmental issues and purposes of visit. The most significant finding is that both the residents and tourists regarded the majority of the attributes as “possible overkill,” suggesting that destination management organization should reconsider the direction for future development and try to realize the “real needs” of the residents and tourists based on their motivations.     

Understanding the dynamics of the quality of airline service attributes: Satisfiers and dissatisfiers

This research aims to determine the relationship between the quality of airline service attributes and overall satisfaction. Although a number of relevant studies have reported a linear relationship (or symmetric effect) between the two concepts, this work suggests that attribute quality exerts heterogeneous effects on satisfaction or dissatisfaction. A total of 157,035 consumer data from online reviews have been analyzed to achieve the research objective. In accordance with Herzberg, Mausner, and Snyderman’s (1959) two-factor theory, the findings of this research have determined that the quality of certain service attributes, such as cleanliness, food and beverages, and in-flight entertainment, affects the variations of positive ratings as a satisfier. Other airline service attributes, such as customer service and check-in and boarding, influence the deviations of negative ratings as a dissatisfier. Apart from airline attributes, the individual features and types of airline products have been estimated to improve the understanding of such relationships. In this regard, this study provides important implications to customer-centric marketing in an airline marketplace.     

A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis

As tourism took off in Macau, more luxury hotels were constructed to satisfy demand, many of them located in leisure resort complexes. This study uses the case of luxury hotels in Macau to examine the importance of specific characteristics in leisure resorts using a 3-dimensional importance-performance analysis (3-D IPA) approach that integrates the IPA approach with the three-factor theory. A new service quality measurement scale was developed and a total of 299 visitors staying overnight in the luxury hotels in Macau were surveyed. The results reveal the types (basic, excitement, and performance) of 45 service attributes in the 3-D IPA cube for stand-alone and resort-based luxury hotels. This study indicates a variation of types of three factors for service attributes may occur in different market segments. This study contributes a new service measurement scale for luxury hotels and 3-D IPA approach for researchers to conduct future studies.     

A contrast analysis of online hotel web service purchasers and browsers

Ever since the introduction of Internet technology to general business, websites have played an important role in the business and promotional efforts of hotels. However, the existing tourism and hospitality literature contains only a limited number of articles that examine the perceived importance of the different attributes of a hotel website. This paper reports a study that analyzed the different perceptions of specific hotel website attributes between online purchasers and browsers and between Western and Asian users. The empirical findings reveal a set of attributes that are the most important in developing effective hotel websites. The findings also indicate the necessity of designing English- and Chinese-language hotel websites differently, based on the significant differences in the responses obtained from these two groups of online users.     

Identifying salient attributes of peer-to-peer accommodation experience

This study explores key content and themes from online reviews to explain major service attributes of peer-to-peer (P2P) accommodation sought by guests. The results from lexical analyses indicate that attributes frequently mentioned in guest reviews are associated with location (proximity to point of interest and characteristics of neighborhood), host (service and hospitality), and property (facilities and atmosphere). Reviews focusing on location and feeling welcome are consistently linked with higher rating scores, including accuracy, cleanliness, check-in, communication, value, and overall ratings. This confirms that P2P accommodation appeals to consumers who are driven by experiential and social motivations. Marketing implications are provided.     

A novel framework for customer-driven service strategies: A case study of a restaurant chain

Importance–performance analysis (IPA) is a popular customer-driven tool that enables companies to understand market competition and identify improvement priorities for various attributes of products and services. Despite the widespread use of IPA, previous studies have identified specific deficiencies. For example, the managerial improvement directions derived from IPA are potentially misleading because they ignore the asymmetric and nonlinear relationships between attribute performance (AP) and customer satisfaction (CS). Furthermore, the relationship between AP and importance is erroneously assumed to be independent. By contrast, the Kano model offers useful insight into quality attributes based on the asymmetric and nonlinear relations between AP and CS. In this study, a customer-driven framework is proposed, integrating the advantages of traditional IPA and the Kano model to elucidate the market competition position of each service and product attribute, providing strategic improvement guidelines for managers to design service activities. By conducting a case study of a restaurant chain, we demonstrate the effectiveness of the proposed approach.     

Impact-range performance analysis and asymmetry analysis for improving quality of Korean food attributes

The objective of this study is to assess the key-drivers of customer satisfaction and dissatisfaction and their asymmetric effects in the formation of customer satisfaction and dissatisfaction in Korean restaurants by using impact-range performance analysis (IRPA) and impact asymmetry analysis (IAA) approaches. Two hundred thirty-nine diners at two Korean restaurants in a U.S. southern metropolitan city participated in this study. Results validated the rigor of IRPA and IAA for identifying key determining factors and assessing magnitude among various restaurants’ attributes. Food taste, presentation, cleanliness, and fair price had severe impacts on CS. The theoretical and practical implications of this study's findings are included to enrich both academicians’ and restaurant industry professionals’ understanding of customers’ perceptions of and attitudes toward restaurants, and development of a marketing strategy.     

The value of self-stated attribute importance to overall satisfaction

This paper provides insights into techniques used to determine the attributes that influence overall satisfaction. A survey of zoo visitors illustrates several key findings relevant for both managers interpreting survey results and researchers designing studies. First, the assumption of importance-performance analysis (IPA) that self-stated importance measures the influence of attribute performance on overall satisfaction is endorsed. Second, relative importance is shown to be vital as it improves the prediction of overall satisfaction from attribute performance while absolute importance makes it worse. Third, techniques using self-stated relative importance are shown to be superior to statistical techniques such as regression, however new techniques using both self-stated importance and regression are shown to be even better. These findings apply generally to tangible products in marketing and management as well as to tourism services.     

Hotel employees’ perceptions on corporate social responsibility: The case of Hong Kong

This study examines the perceived importance of corporate social responsibility (CSR) attributes of Hong Kong hotel employees and their hotels’ performance on those attributes, and to determine underlying performance factors that ultimately lead to the perceived overall CSR effectiveness of hotels. The importance–performance analysis results show that Hong Kong hotels generally performed well on 17 out of the indicated 30 CSR attributes. Furthermore, the attribute “promote innovation in products and services” was considered to be overkill, and another attribute, “demonstrates a commitment to the environment,” requires the immediate attention of hotels. Six performance factors were extracted and Hong Kong hotels performed best in the area of finance. The factors “state of affairs” and “novelty” positively and significantly affected employees’ perceived overall CSR effectiveness of their hotels. Almost 70% of the respondents agreed that Hong Kong hotels had been effective in carrying out their CSR. Hotels in Hong Kong should find our study results helpful in pinpointing CSR attributes considered of various importance and performance levels from the perspective of one of their important stakeholders, their employees. In particular, the relatively low awareness toward the environment of both the employees and the hotels should alert the hotel management to invest greater efforts in environmental protection.     

Conjoint Analysis of Downhill Skiers Used to Improve Data Collection for Market Segmentation

A review of academic and government sources suggested that six key attributes of ski resort attractiveness were: variety of runs, snow conditions, value for money, lift lines, staff friendliness and access to home. As part of a larger study in Victoria, B.C., Canada, a sample of 100 skiers completed personal interviews in which they were asked to rank order 29 resort profiles in terms of preference. Seventy skiers ranked the profiles for both short trips and long trips, with an additional 18 skiers evaluating short trips (total = 88 skiers), and an additional 12 skiers evaluating short trips (total = 82 skiers). Using conjoint analysis, the relative importance of the six attributes to ski resort choice was computed for both scenarios. Skiers were clustered, using these importance values from conjoint analysis. They were also grouped using demographic data, information on skier ability and motivation. Analysis of variance was used to test for significant differences between the groupings and analyse the validity and usefulness of the segmentation criteria.