The inclusion of competitor information in the three-factor theory of customer satisfaction


ALBAYRAK T.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, vol.31, no.4, pp.1924-1936, 2019 (Journal Indexed in SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 31 Issue: 4
  • Publication Date: 2019
  • Doi Number: 10.1108/ijchm-03-2018-0239
  • Title of Journal : INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
  • Page Numbers: pp.1924-1936
  • Keywords: Customer satisfaction, Asymmetric effect, Competitor information, Hotel attributes, IMPORTANCE-PERFORMANCE ANALYSIS, TOURIST SATISFACTION, QUALITY ATTRIBUTES, LIFE

Abstract

Purpose - The three-factor theory of customer satisfaction suggests that product attributes may have an asymmetric effect on customer satisfaction. Although this relationship has been demonstrated in many different settings, the main drawback of previous research is the lack of information about competitors. This study aims to propose asymmetric impact competitor analysis (AICA) for addressing this shortcoming.