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    The value of self-stated attribute importance to overall satisfaction

    Access Status
    Fulltext not available
    Authors
    Taplin, Ross
    Date
    2012
    Type
    Journal Article
    
    Metadata
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    Citation
    Taplin, Ross H. 2012. The value of self-stated attribute importance to overall satisfaction. Tourism Management. 33 (2): pp. 295-304.
    Source Title
    Tourism Management
    DOI
    10.1016/j.tourman.2011.03.008
    ISSN
    02615177
    School
    School of Accounting
    URI
    http://hdl.handle.net/20.500.11937/33287
    Collection
    • Curtin Research Publications
    Abstract

    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 on 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.

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