IDEAS home Printed from https://ideas.repec.org/a/taf/servic/v19y1999i3p1-25.html
   My bibliography  Save this article

The Performance-Importance Response Function: Observations and Implications

Author

Listed:
  • Scott E. Sampson
  • MICHAEL J. SHOWALTER

Abstract

Services and products possess various attributes, some being more important than others. Importance-Performance Analysis (IPA) is a technique for prioritising attributes based on measurements of performance and importance. A weakness of IPA is that it conceptualises attribute importance as a scalar which is independent of attribute performance. In this article we theorise that importance is not adequately represented as a point estimate, but is a function of performance. When attribute performance changes, importance does also, which can change the relative priority of subsequent improvement efforts. Empirical results are presented which support our theory, The nature of the performance-importance response function is discussed, along with implications. Ideas for future research are also discussed, including application of the findings to quality modelling (SERVQUAL) and other decision support methodologies (Quality Function Deployment and the Analytic Hierarchy Process).

Suggested Citation

  • 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.
    • Handle: RePEc:taf:servic:v:19:y:1999:i:3:p:1-25
    DOI: 10.1080/02642069900000027
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/02642069900000027
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/02642069900000027?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
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
    2. Belton, Valerie, 1986. "A comparison of the analytic hierarchy process and a simple multi-attribute value function," European Journal of Operational Research, Elsevier, vol. 26(1), pages 7-21, July.
    Full references (including those not matched with items on IDEAS)

    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. Iwasaki, S & Tone, K, 1998. "A Search Model with Subjective Judgments: Auditing of Incorrect Tax Declarations," Omega, Elsevier, vol. 26(2), pages 249-261, April.
    2. Aloysius, John A. & Davis, Fred D. & Wilson, Darryl D. & Ross Taylor, A. & Kottemann, Jeffrey E., 2006. "User acceptance of multi-criteria decision support systems: The impact of preference elicitation techniques," European Journal of Operational Research, Elsevier, vol. 169(1), pages 273-285, February.
    3. Katie Steele & Yohay Carmel & Jean Cross & Chris Wilcox, 2009. "Uses and Misuses of Multicriteria Decision Analysis (MCDA) in Environmental Decision Making," Risk Analysis, John Wiley & Sons, vol. 29(1), pages 26-33, January.
    4. Carmone, Frank J. & Kara, Ali & Zanakis, Stelios H., 1997. "A Monte Carlo investigation of incomplete pairwise comparison matrices in AHP," European Journal of Operational Research, Elsevier, vol. 102(3), pages 538-553, November.
    5. Theißen, Sebastian & Spinler, Stefan, 2014. "Strategic analysis of manufacturer-supplier partnerships: An ANP model for collaborative CO2 reduction management," European Journal of Operational Research, Elsevier, vol. 233(2), pages 383-397.
    6. R Hickey & P Jankowski, 1997. "GIS and Environmental Decisionmaking to Aid Smelter Reclamation Planning," Environment and Planning A, , vol. 29(1), pages 5-19, January.
    7. Marttunen, Mika & Belton, Valerie & Lienert, Judit, 2018. "Are objectives hierarchy related biases observed in practice? A meta-analysis of environmental and energy applications of Multi-Criteria Decision Analysis," European Journal of Operational Research, Elsevier, vol. 265(1), pages 178-194.
    8. Banai, Reza, 2010. "Evaluation of land use-transportation systems with the Analytic Network Process," The Journal of Transport and Land Use, Center for Transportation Studies, University of Minnesota, vol. 3(1), pages 85-112.
    9. Fatih Yiğit & Şakir Esnaf, 2021. "A new Fuzzy C-Means and AHP-based three-phased approach for multiple criteria ABC inventory classification," Journal of Intelligent Manufacturing, Springer, vol. 32(6), pages 1517-1528, August.
    10. Rachele Corticelli & Margherita Pazzini & Cecilia Mazzoli & Claudio Lantieri & Annarita Ferrante & Valeria Vignali, 2022. "Urban Regeneration and Soft Mobility: The Case Study of the Rimini Canal Port in Italy," Sustainability, MDPI, vol. 14(21), pages 1-27, November.
    11. Lin, Sheng-Hau & Zhao, Xiaofeng & Wu, Jiuxing & Liang, Fachao & Li, Jia-Hsuan & Lai, Ren-Ji & Hsieh, Jing-Chzi & Tzeng, Gwo-Hshiung, 2021. "An evaluation framework for developing green infrastructure by using a new hybrid multiple attribute decision-making model for promoting environmental sustainability," Socio-Economic Planning Sciences, Elsevier, vol. 75(C).
    12. Pishchulov, Grigory & Trautrims, Alexander & Chesney, Thomas & Gold, Stefan & Schwab, Leila, 2019. "The Voting Analytic Hierarchy Process revisited: A revised method with application to sustainable supplier selection," International Journal of Production Economics, Elsevier, vol. 211(C), pages 166-179.
    13. Seung-Jin Han & Won-Jae Lee & So-Hee Kim & Sang-Hoon Yoon & Hyunwoong Pyun, 2022. "Assessing Expected Long-term Benefits for the Olympic Games: Delphi-AHP Approach from Korean Olympic Experts," SAGE Open, , vol. 12(4), pages 21582440221, December.
    14. Denys Yemshanov & Frank H. Koch & Yakov Ben‐Haim & Marla Downing & Frank Sapio & Marty Siltanen, 2013. "A New Multicriteria Risk Mapping Approach Based on a Multiattribute Frontier Concept," Risk Analysis, John Wiley & Sons, vol. 33(9), pages 1694-1709, September.
    15. Mangla, Sachin Kumar & Srivastava, Praveen Ranjan & Eachempati, Prajwal & Tiwari, Aviral Kumar, 2024. "Exploring the impact of key performance factors on energy markets: From energy risk management perspectives," Energy Economics, Elsevier, vol. 131(C).
    16. Seyed Rakhshan & Ali Kamyad & Sohrab Effati, 2015. "Ranking decision-making units by using combination of analytical hierarchical process method and Tchebycheff model in data envelopment analysis," Annals of Operations Research, Springer, vol. 226(1), pages 505-525, March.
    17. V. Srinivasan & G. Shainesh & Anand K. Sharma, 2015. "An approach to prioritize customer-based, cost-effective service enhancements," The Service Industries Journal, Taylor & Francis Journals, vol. 35(14), pages 747-762, October.
    18. Mónica García-Melón & Blanca Pérez-Gladish & Tomás Gómez-Navarro & Paz Mendez-Rodriguez, 2016. "Assessing mutual funds’ corporate social responsibility: a multistakeholder-AHP based methodology," Annals of Operations Research, Springer, vol. 244(2), pages 475-503, September.
    19. Jitendar Kumar Khatri & Bhimaraya Metri, 2016. "SWOT-AHP Approach for Sustainable Manufacturing Strategy Selection: A Case of Indian SME," Global Business Review, International Management Institute, vol. 17(5), pages 1211-1226, October.
    20. Vlachokostas, Ch. & Michailidou, A.V. & Achillas, Ch., 2021. "Multi-Criteria Decision Analysis towards promoting Waste-to-Energy Management Strategies: A critical review," Renewable and Sustainable Energy Reviews, Elsevier, vol. 138(C).

    More about this item

    Statistics

    Access and download statistics

    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:taf:servic:v:19:y:1999:i:3:p:1-25. 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: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/FSIJ20 .

    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.