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Evaluating hotel animation programs at Mediterranean sun-and-sea resorts: An impact-asymmetry analysis


  • Mikulić, Josip
  • Prebežac, Darko


This study explores the determinants of tourist satisfaction and dissatisfaction with recreational services typically offered by sun-and-sea resorts, using the case of a large Croatian chain of hotels and resorts in the coastal region. The sample consisted of 994 guests drawn from the guest database. The analysis encompassed three types of animation programs: (i) sports activities; (ii) evening entertainment; and (iii) entertainment programs for children. Impact-asymmetry analysis was used to quantify potentials of particular service attributes to generate satisfaction and dissatisfaction, and to determine key-drivers according to the three-factor theory of customer satisfaction. The key-driver analysis was paired with qualitative data (guest comments on reasons for dissatisfaction) to provide valuable guidance for the hotel management in achieving higher levels of guest satisfaction within this segment of resort services. The results indicate several significant asymmetries in the formation of overall guest satisfaction, as well as differences according to the type of accommodation and selected demographic characteristics of tourists.

Suggested Citation

  • Mikulić, Josip & Prebežac, Darko, 2011. "Evaluating hotel animation programs at Mediterranean sun-and-sea resorts: An impact-asymmetry analysis," Tourism Management, Elsevier, vol. 32(3), pages 688-696.
  • Handle: RePEc:eee:touman:v:32:y:2011:i:3:p:688-696
    DOI: 10.1016/j.tourman.2010.05.026

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    References listed on IDEAS

    1. 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.
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    Cited by:

    1. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, Open Access Journal, vol. 12(4), pages 1-16, February.
    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. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    4. Lai, Ivan Ka Wai & Hitchcock, Michael, 2017. "Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis," Tourism Management, Elsevier, vol. 60(C), pages 107-129.
    5. Chen, Pin-Zheng & Liu, Wan-Yu, 2019. "Assessing management performance of the national forest park using impact range-performance analysis and impact-asymmetry analysis," Forest Policy and Economics, Elsevier, vol. 104(C), pages 121-138.
    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. Mikulić, Josip & Prebežac, Darko, 2012. "Using dummy regression to explore asymmetric effects in tourist satisfaction: A cautionary note," Tourism Management, Elsevier, vol. 33(3), pages 713-716.


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