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 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 31 Issue: 4
  • Publication Date: 2019
  • Doi Number: 10.1108/ijchm-03-2018-0239
  • Journal Name: INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
  • Page Numbers: pp.1924-1936
  • Keywords: Customer satisfaction, Asymmetric effect, Competitor information, Hotel attributes, IMPORTANCE-PERFORMANCE ANALYSIS, TOURIST SATISFACTION, QUALITY ATTRIBUTES, LIFE
  • Akdeniz University Affiliated: Yes

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.