Evaluation of the service performance: Applications of the zone of tolerance with importance-performance analysis

Hwansuk Chris Choi, Woojin Lee, Hee Kyung Sung, Chien Fen Chiu

Research output: Contribution to journalArticlepeer-review

Abstract

This study compares the applicability of the zone of tolerance and importance-performance analysis (IPA) techniques in the evaluation of convention delegates' perceptions of products and services. Overall, 217 cases out of 400 were used for analysis, a response rate of 54 percent. The study results indicate 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 show that the zone of tolerance is practically applicable into business practice to assess service performance item by item.

Original languageEnglish (US)
Pages (from-to)31-41
Number of pages11
JournalAdvances in Culture, Tourism and Hospitality Research
Volume8
DOIs
StatePublished - Jan 1 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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