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The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance-performance analysis |
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| Authors: | Kurt Matzler Franz Bailom Hans H Hinterhuber Birgit Renzl Johann Pichler |
| Institution: | a Department of General and Tourism Management, University of Innsbruck, Universitätsstrasse 15, A-6020 Innsbruck, Austria b Innovative Management Partner (IMP), Rennweg 23, A-6020 Innsbruck, Austria |
| Abstract: | |
| Keywords: | Importance-performance analysis Customer satisfaction Perceived quality |
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