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

ALBAYRAK T.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, cilt.31, sa.4, ss.1924-1936, 2019 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 31 Sayı: 4
  • Basım Tarihi: 2019
  • Doi Numarası: 10.1108/ijchm-03-2018-0239
  • Dergi Adı: INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.1924-1936
  • Anahtar Kelimeler: Customer satisfaction, Asymmetric effect, Competitor information, Hotel attributes, IMPORTANCE-PERFORMANCE ANALYSIS, TOURIST SATISFACTION, QUALITY ATTRIBUTES, LIFE
  • Akdeniz Üniversitesi Adresli: Evet

Özet

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.