Exploring the dynamic effect of multi-quality attributes on overall satisfaction: The case of incentive events

Jin Soo Lee, Youngjoon Choi, Chia Hao Chiang

Research output: Journal article publicationJournal articleAcademic researchpeer-review

11 Citations (Scopus)

Abstract

This study investigates the dynamics (asymmetry) of multi-quality attributes towards satisfaction from the perspective of mainland China incentive travelers by (1) identifying quality attributes as frustrators, dissatisfiers, hybrids, satisfiers, and delighters, (2) prioritizing attributes for the purpose of effective satisfaction management, and (3) presenting theoretical and managerial contributions to the incentive travel literature.
Original languageEnglish
Pages (from-to)51-61
Number of pages11
JournalInternational Journal of Hospitality Management
Volume64
DOIs
Publication statusPublished - 1 Jul 2017

Keywords

  • Asymmetry
  • Incentive event
  • Quality attributes
  • Satisfaction

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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