Evaluation of the service performance: Application of the zone of tolerance with importance performance analysis of a convention facility

Hwansuk Chris Choi; Woojin Lee; HeeKyung Sung; Chien Fen Chiu

doi:10.1108/S1871-317320140000009000

Evaluation of the service performance: Application of the zone of tolerance with importance performance analysis of a convention facility

Hwansuk Chris Choi, Woojin Lee, HeeKyung Sung, Chien Fen Chiu

Research output: Contribution to journal › Article › peer-review

4 Scopus citations

Abstract

This study compares the applicability of the zone of tolerance (ZOT) and importance performance analysis (IPA) techniques in the evaluation of convention delegates' perceptions of products and services. Overall, 217 out of 400 were used for analysis, providing a response rate of 54%. The study results indicated that although an IPA technique is still useful in assessing the service performance of a convention facility, IPA should be employed with caution, concrete criteria, and clear goals. The study results also showed that the ZOT is practically applicable into business practice to assess service performance item by item.

Original language	English (US)
Pages (from-to)	9-19
Number of pages	11
Journal	Advances in Culture, Tourism and Hospitality Research
Volume	9
DOIs	https://doi.org/10.1108/S1871-317320140000009000
State	Published - 2014

Keywords

Convention center
Importance performance analysis
Service quality
Three-factor theory
Zone of tolerance

ASJC Scopus subject areas

Social Sciences (miscellaneous)
Tourism, Leisure and Hospitality Management

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10.1108/S1871-317320140000009000

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title = "Evaluation of the service performance: Application of the zone of tolerance with importance performance analysis of a convention facility",

abstract = "This study compares the applicability of the zone of tolerance (ZOT) and importance performance analysis (IPA) techniques in the evaluation of convention delegates' perceptions of products and services. Overall, 217 out of 400 were used for analysis, providing a response rate of 54%. The study results indicated that although an IPA technique is still useful in assessing the service performance of a convention facility, IPA should be employed with caution, concrete criteria, and clear goals. The study results also showed that the ZOT is practically applicable into business practice to assess service performance item by item.",

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AU - Chiu, Chien Fen

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AB - This study compares the applicability of the zone of tolerance (ZOT) and importance performance analysis (IPA) techniques in the evaluation of convention delegates' perceptions of products and services. Overall, 217 out of 400 were used for analysis, providing a response rate of 54%. The study results indicated that although an IPA technique is still useful in assessing the service performance of a convention facility, IPA should be employed with caution, concrete criteria, and clear goals. The study results also showed that the ZOT is practically applicable into business practice to assess service performance item by item.

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Evaluation of the service performance: Application of the zone of tolerance with importance performance analysis of a convention facility

Abstract

Keywords

ASJC Scopus subject areas

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