IDEAS home Printed from https://ideas.repec.org/a/eee/touman/v40y2014icp260-272.html
   My bibliography  Save this article

Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels

Author

Listed:
  • Chen, Kuan-Yu

Abstract

Importance–performance analysis (IPA) is a valuable and popular approach for prioritizing improvements to the quality of services. Despite its simplicity, shortcomings in the analytical framework remain: (a) its application is hindered by measurement bias; (b) it requires a crosshair placement mechanism to enhance the reliability of managerial interpretations; (c) it does not account for differences between the characteristics of quality attributes; (d) it ignores the relative performance of competitors in the competitive marketplace. Since all of these issues have important managerial implications, this work proposes a model for evaluating service quality based on the competitive zone of tolerance by benchmarking against competitors, and then constructs an analytical framework referred to as “CZIPA” (competitive ZOT service quality based IPA) for prioritizing quality improvements of quality attributes to resolve these above issues. The case of a Taiwanese hot springs hotel is presented to demonstrate the implementation of the proposed CZIPA. The results of this case study demonstrate the feasibility and effectiveness of the determination of priorities of attributes for improvement using CZIPA, enabling hotel managers to achieve a competitive advantage.

Suggested Citation

  • Chen, Kuan-Yu, 2014. "Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels," Tourism Management, Elsevier, vol. 40(C), pages 260-272.
    • Handle: RePEc:eee:touman:v:40:y:2014:i:c:p:260-272
    DOI: 10.1016/j.tourman.2013.06.009
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0261517713001283
    Download Restriction: no
    File URL: https://libkey.io/10.1016/j.tourman.2013.06.009?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Roland T. Rust & Timothy Keiningham & Stephen Clemens & Anthony Zahorik, 1999. "Return on Quality at Chase Manhattan Bank," Interfaces, INFORMS, vol. 29(2), pages 62-72, April.
    2. Fallon, Paul & Schofield, Peter, 2006. "The dynamics of destination attribute importance," Journal of Business Research, Elsevier, vol. 59(6), pages 709-713, June.
    3. Van Ittersum, Koert & Pennings, Joost M.E. & Wansink, Brian & van Trijp, Hans C.M., 2007. "The validity of attribute-importance measurement: A review," Journal of Business Research, Elsevier, vol. 60(11), pages 1177-1190, November.
    4. Wei-Jaw Deng & Ying-Feng Kuo & Wen-Chin Chen, 2008. "Revised importance--performance analysis: three-factor theory and benchmarking," The Service Industries Journal, Taylor & Francis Journals, vol. 28(1), pages 37-51, January.
    5. Kurt Matzler & Elmar Sauerwein & Kenneth Heischmidt, 2003. "Importance-performance analysis revisited: the role of the factor structure of customer satisfaction," The Service Industries Journal, Taylor & Francis Journals, vol. 23(2), pages 112-129, March.
    6. Taplin, Ross H., 2012. "The value of self-stated attribute importance to overall satisfaction," Tourism Management, Elsevier, vol. 33(2), pages 295-304.
    7. Campos, Domingos Fernandes & Nóbrega, Kleber Cavalcanti, 2009. "Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services," Journal of Operations and Supply Chain Management (JOSCM), Fundação Getulio Vargas, Escola de Administração de Empresas de São Paulo (FGV EAESP), vol. 2(2), December.
    8. Ching-Chow Yang & Yung-Tsan Jou & Lai-Yu Cheng, 2011. "Using integrated quality assessment for hotel service quality," Quality & Quantity: International Journal of Methodology, Springer, vol. 45(2), pages 349-364, February.
    9. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
    10. Taplin, Ross H., 2012. "Competitive importance-performance analysis of an Australian wildlife park," Tourism Management, Elsevier, vol. 33(1), pages 29-37.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kar, Manaswinee & Sadhukhan, Shubhajit & Parida, Manoranjan, 2022. "Assessing commuters’ perceptions towards improvement of intermediate public transport as access modes to metro stations," Transport Policy, Elsevier, vol. 129(C), pages 140-155.
    2. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    4. Roni Armis & Hidehiko Kanegae, 2021. "Regional competitiveness of a post‐mining city in tourism: Ombilin coal mining heritage of Sawahlunto, Indonesia," Regional Science Policy & Practice, Wiley Blackwell, vol. 13(6), pages 1888-1910, December.
    5. Wang, Huey-jiun & Zhang, Dan, 2017. "Comparing literary tourism in Mainland China and Taiwan: The Lu Xun Native Place and the Lin Yutang House," Tourism Management, Elsevier, vol. 59(C), pages 234-253.
    6. Sheng, Xiaojing & Simpson, Penny M. & Siguaw, Judy A., 2014. "U. S. winter migrants' park community attributes: An importance–performance analysis," Tourism Management, Elsevier, vol. 43(C), pages 55-67.
    7. Sainaghi, Ruggero & Phillips, Paul & Zavarrone, Emma, 2017. "Performance measurement in tourism firms: A content analytical meta-approach," Tourism Management, Elsevier, vol. 59(C), pages 36-56.
    8. Park, Sangwon & Nicolau, Juan L., 2019. "Image effect on customer-centric measures of performance," Annals of Tourism Research, Elsevier, vol. 76(C), pages 226-238.
    9. Boley, B. Bynum & McGehee, Nancy Gard & Tom Hammett, A.L., 2017. "Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective," Tourism Management, Elsevier, vol. 58(C), pages 66-77.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jiacong Wu & Yu Wang & Ru Zhang & Jing Cai, 2018. "An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis," Sustainability, MDPI, vol. 10(10), pages 1-26, October.
    2. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    3. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
    4. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
    5. Nyarku Kwamena Minta & Oduro Stephen, 2017. "Importance-Performance Matrix Analysis (IPMA) of Service Quality and Customer Satisfaction in the Ghanaian Banking Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 532-550, July.
    6. Phadermrod, Boonyarat & Crowder, Richard M. & Wills, Gary B., 2019. "Importance-Performance Analysis based SWOT analysis," International Journal of Information Management, Elsevier, vol. 44(C), pages 194-203.
    7. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
    8. Yulu Zhao & Xinye Xu & Gangwei Cai & Zhetao Hu & Yan Hong, 2022. "Promoting Strategies for Healthy Environments in University Halls of Residence under Regular Epidemic Prevention and Control: An Importance—Performance Analysis from Zhejiang, China," IJERPH, MDPI, vol. 19(23), pages 1-19, November.
    9. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    10. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    11. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    12. Yanchun Jin & Yoonseo Park, 2019. "An Integrated Approach to Determining Rural Tourist Satisfaction Factors Using the IPA and Conjoint Analysis," IJERPH, MDPI, vol. 16(20), pages 1-16, October.
    13. Ruey-Chyn Tsaur & Chyoug-Hwa Chen, 2018. "Sustainable Tourism Planning for Taiwanese in Administrative Effects with Respect to Chinese Arrivals," Sustainability, MDPI, vol. 10(12), pages 1-19, December.
    14. Leask, Anna, 2016. "Visitor attraction management: A critical review of research 2009–2014," Tourism Management, Elsevier, vol. 57(C), pages 334-361.
    15. Prasad, Prashant & Maitra, Bhargab, 2019. "Identifying areas of interventions for improvement of shared modes for school trips," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 122-135.
    16. Bu, Kyunghee & Park, Seong Yong, 2016. "Are consumers in collectivist culture mostly indifferent to sports lesson programs?: A DAQ simulation on the Kano fuzzy model," Journal of Business Research, Elsevier, vol. 69(5), pages 1656-1660.
    17. Sheng, Xiaojing & Simpson, Penny M. & Siguaw, Judy A., 2014. "U. S. winter migrants' park community attributes: An importance–performance analysis," Tourism Management, Elsevier, vol. 43(C), pages 55-67.
    18. Wong, R.C.P. & Szeto, W.Y., 2018. "An alternative methodology for evaluating the service quality of urban taxis," Transport Policy, Elsevier, vol. 69(C), pages 132-140.
    19. Taplin, Ross H., 2012. "Competitive importance-performance analysis of an Australian wildlife park," Tourism Management, Elsevier, vol. 33(1), pages 29-37.
    20. Taplin, Ross H., 2013. "The influence of competition on visitor satisfaction and loyalty," Tourism Management, Elsevier, vol. 36(C), pages 238-246.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:touman:v:40:y:2014:i:c:p:260-272. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/tourism-management .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.