Investigating the different approaches to importance–performance analysis

References

• Abalo, J., Varela, J., & Manzano, V. (2007). Importance values for importance-performance analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, 60(2), 115–121. doi: 10.1016/j.jbusres.2006.10.009
   Web of Science ®Google Scholar
• Arbore, A., & Busacca, B. (2011). Rejuvenating importance-performance analysis. Journal of Service Management, 22(3), 409–429. doi: 10.1108/09564231111136890
   Web of Science ®Google Scholar
• Bacon, D. (2003). A comparison of approaches to importance-performance analysis. International Journal of Market Research, 45(1), 55–71.
   Web of Science ®Google Scholar
• Brooks, M., Schellinck, T., & Pallis, A. (2010, July). Constructs in port effectiveness research. Paper presented at World Conference on Transport Research Society, Lisboa, Portugal.
   Google Scholar
• Chu, R. (2002). Stated-importance versus derived-importance: Customer satisfaction measurement. Journal of Services Marketing, 16(4), 285–301. doi: 10.1108/08876040210433202
   Google Scholar
• Chu, R., & Choi, T. (2000). An importance-performance analysis of hotel selection factors in the Hongkong hotel industry: A comparison of business and leisure travellers. Tourism Management, 21(4), 363–377. doi: 10.1016/S0261-5177(99)00070-9
   Web of Science ®Google Scholar
• Crompton, J., & Duray, N. (1985). An investigation of the relative efficacy of four alternative approaches to importance-performance analysis. Academy of Marketing Science, 13(4), 69–80. doi: 10.1007/BF02737200
   Google Scholar
• Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56(3), 55–69. doi: 10.2307/1252296
   Web of Science ®Google Scholar
• Cullinane, K., Teng, Y., & Wang, T. (2005). Port competition between Shanghai and Ningbo. Maritime Policy & Management, 32(4), 331–346. doi: 10.1080/03088830500300438
   Google Scholar
• De Langen, P. (2003). The performance of seaport clusters: A framework to analyse cluster performance and an application to the seaport clusters of Durban, Rotterdam and the Lower Mississippi (PhD thesis). Erasmus University Rotterdam, Rotterdam.
   Google Scholar
• Deng, W., Kuo, Y., & Chen, W. (2008). Revised importance–performance analysis: Three-factor theory and benchmarking. The Service Industries Journal, 28(1), 37–51. doi: 10.1080/02642060701725412
   Web of Science ®Google Scholar
• Deng, W. J. (2008). Fuzzy importance-performance analysis for determining critical service attributes. International Journal of Service Industry Management, 19(2), 252–270. doi: 10.1108/09564230810869766
   Google Scholar
• Eskildsen, J., & Kristensen, K. (2006). Enhancing importance-performance analysis. International Journal of Productivity and Performance Management, 55(1), 40–60. doi: 10.1108/17410400610635499
   Google Scholar
• Fontenot, G., Henke, L., & Carson, K. (2005). Take action on customer satisfaction. Quality Progress, 38(7), 40–47.
   Google Scholar
• Ford, J., Joseph, M., & Joseph, B. (1999). Importance-performance analysis as a strategic tool for service marketers: The case of service quality perceptions of business students in New Zealand and the USA. The Journal of Services Marketing, 13(2), 171–186. doi: 10.1108/08876049910266068
   Google Scholar
• Gilbert, D. C., & Morris, L. (1995). The relative importance of hotels and airlines to the business traveler. International Journal of Contemporary Hospitality Management, 7(6), 19–23. doi: 10.1108/09596119510095352
   Google Scholar
• Gregg, G., Ryzin, V., & Immerwahr, S. (2007). Importance-performance analysis of citizen satisfaction surveys. Public Administration, 85(1), 215–226. doi: 10.1111/j.1467-9299.2007.00641.x
   Web of Science ®Google Scholar
• Griffin, A., & Hauser, J. R. (1993). The voice of the customer. Marketing Science, 12(1), 1–27. doi: 10.1287/mksc.12.1.1
   Web of Science ®Google Scholar
• Hansen, E., & Bush, R. (1999). Understanding customer quality requirements: Model and application. Industrial Marketing Management, 28(2), 119–130. doi: 10.1016/S0019-8501(98)00007-8
   Web of Science ®Google Scholar
• Hayes, R. H., & Wheelwright, S. C. (1984). Restoring our competitive edge – competing through manufacturing. New York, NY: Wiley.
   Google Scholar
• Huang, Y., Wu, C., & Hsu, J. (2006). Using importance-performance analysis in evaluating Taiwan medium and long distance national highway passenger transportation service quality. The Journal of American Academy of Business, 8(2), 98–104.
   Google Scholar
• Johns, N. (2001). Importance-performance analysis using the profile accumulation technique. The Service Industries Journal, 21(3), 49–63. doi: 10.1080/714005037
   Web of Science ®Google Scholar
• Kano, N. (1984). Attractive quality and must-be quality. Hinshitsu: The Journal of the Japanese Society for Quality Control, 14(4), 39–48.
   Google Scholar
• Kirk-Smith, M. (1998). Psychological issues in questionnaire-based research. Journal of the Market Research Society, 40(3), 223–236.
   Web of Science ®Google Scholar
• Lai, L., & To, W. (2010). Importance-performance analysis for public management decision making. Management Decision, 48(2), 277–295. doi: 10.1108/00251741011022626
   Web of Science ®Google Scholar
• Lam, J., & Yap, W. (2008). Competition for transhipment containers by major ports in Southeast Asia: Slot capacity analysis. Maritime Policy & Management, 35(1), 89–101. doi: 10.1080/03088830701849043
   Google Scholar
• Lambert, D., & Sharma, A. (1990). A customer-based competitive analysis for logistics decisions. Physical Distribution and Logistics Management, 20(1), 17–24. doi: 10.1108/EUM0000000000350
   Google Scholar
• Lin, S., Chan, Y., & Tsai, M. (2009). A transformation function corresponding to IPA and gap analysis. Total Quality Management, 20(8), 829–846. doi: 10.1080/14783360903128272
   Web of Science ®Google Scholar
• Lirn, T., Thanopoulou, H., & Beresford, A. (2003). Transhipment port selection and decision-making behaviour: Analysing the Taiwanese case. International Journal of Logistics: Research and Applications, 6(4), 229–244. doi: 10.1080/13675560310001626990
   Google Scholar
• Liu, Y., & Jang, S. (2009). Perceptions of Chinese restaurants in the US: What affects customer satisfaction and behavior intentions? International Journal of Hospitality Management, 28(3), 338–348. doi: 10.1016/j.ijhm.2008.10.008
   Web of Science ®Google Scholar
• Ma, E., Qu, H., & Njite, D. (2011). U.S. customer perceptions towards Chinese restaurant service quality: An importance and performance approach. Journal of Foodservice Business Research, 14(3), 290–308. doi: 10.1080/15378020.2011.594390
   Google Scholar
• Magal, S., Kosalge, P., & Levenburg, N. (2009). Using importance performance analysis to understand and guide e-business decision making in SMEs. Journal of Enterprise Information Management, 22(1), 137–151. doi: 10.1108/17410390910932795
   Google Scholar
• Mangan, J., Lalwani, C., & Gardner, B. (2002). Modeling port/ferry choice in RoRo freight transportation. International Journal of Transport Management, 1(1), 15–18. doi: 10.1016/S1471-4051(01)00003-9
   Google Scholar
• Martilla, J., & James, J. (1977). Importance-performance analysis. Journal of Marketing, 41(1), 77–79. doi: 10.2307/1250495
   Web of Science ®Google Scholar
• Matzler, K., Bailom, F., Hinterhuber, H. H., Renzl, B., & Pichler, J. (2004). The asymmetric relationship between attribute-level performance and overall customer satisfaction: A reconsideration of the importance-performance analysis. Industrial Marketing Management, 33(4), 271–277. doi: 10.1016/S0019-8501(03)00055-5
   Web of Science ®Google Scholar
• Matzler, K., Sauerwein, E., & Heischmidt, K. A. (2003). Importance-performance analysis revisited: The role of the factor structure of customer satisfaction. The Service Industries Journal, 23(2), 112–129. doi: 10.1080/02642060412331300912
   Web of Science ®Google Scholar
• Mikulić, J., Paunović, Z., & Prebežac, D. (2012). An extended neural network-based importance-performance analysis for enhancing wine fair experience. Journal of Travel & Tourism Marketing, 29(8), 744–759. doi: 10.1080/10548408.2012.730936
   Web of Science ®Google Scholar
• Notteboom, T., Ducruet, C., & de Langen, P. (Eds.). (2009). Ports in proximity competition and coordination among adjacent seaports. Aldershot: Ashgate.
   Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(Fall), 40–50.
   Google Scholar
• Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(Spring), 12–40.
   Google Scholar
• Pezeshki, V., Mousavi, A., & Grant, S. (2009). Importance-performance analysis of service attributes and its impact on decision making in the mobile telecommunication industry. Measuring Business Excellence, 13(1), 82–92.
   Google Scholar
• Porter, M. E. (1985). Competitive advantage. New York, NY: Free Press.
   Google Scholar
• Rosen, L. D., Karwan, K. R., & Scribner, L. L. (2003). Service quality measurement and the disconfirmation model: Taking care in interpretation. Total Quality Management & Business Excellence, 14(1), 3–15. doi: 10.1080/14783360309703
   Web of Science ®Google Scholar
• Sampson, S., & Showalter, M. (1999). The performance-importance response function: Observations and implications. The Service Industries Journal, 19(3), 1–25. doi: 10.1080/02642069900000027
   Web of Science ®Google Scholar
• Shieh, J., & Wu, H. (2009). Applying importance-performance analysis to compare the changes of a convenient store. Quality and Quantity, 43(3), 391–400. doi: 10.1007/s11135-007-9111-5
   Web of Science ®Google Scholar
• Siniscalchi, J., Beale, E., & Fortuna, A. (2008). Using importance-performance analysis to evaluate training. Performance Improvement, 47(10), 30–35. doi: 10.1002/pfi.20037
   Google Scholar
• Slack, N. (1994). The importance-performance matrix as a determinant of improvement priority. International Journal of Operations & Production Management, 14(5), 59–75. doi: 10.1108/01443579410056803
   Google Scholar
• Song, D., & Yeo, K. (2004). A competitive analysis of Chinese container ports using the analytic hierarchy process. Maritime Economics and Logistics, 6(1), 34–52. doi: 10.1057/palgrave.mel.9100096
   Google Scholar
• Taplin, R. (2012). Competitive importance-performance analysis of an Australian wildlife park. Tourism Management, 33(1), 29–37. doi: 10.1016/j.tourman.2011.01.020
   Web of Science ®Google Scholar
• Teller, C., Kotzab, H., & Grant, D. (2012). Improving the execution of supply chain management in organizations. International Journal of Production Economics, 140(2), 713–720. doi: 10.1016/j.ijpe.2011.03.002
   Web of Science ®Google Scholar
• Tongzon, J. (1995). Determinants of port performance and efficiency. Transportation Research Part A: Policy and Practice, 29(3), 245–252.
   Web of Science ®Google Scholar
• Tsai, W., Hsu, W., & Chou, W. (2011). A gap analysis model for improving airport service quality. Total Quality Management, 22(10), 1025–1040. doi: 10.1080/14783363.2011.611326
   Google Scholar
• Tsoukas, H. (1993). What is management? An outline of a metatheory. British Journal of Management, 5, 289–301. doi: 10.1111/j.1467-8551.1994.tb00080.x
   Google Scholar
• Urban, W. (2013). Perceived quality versus quality of processes: A meta-concept of service quality measurement. The Service Industries Journal, 33(2), 200–217. doi: 10.1080/02642069.2011.614337
   Web of Science ®Google Scholar
• Van Ittersum, K., Pennings, J., Wansink, B., & van Trijp, H. (2007). The validity of attribute-importance measurement: A review. Journal of Business Research, 60(11), 1177–1190. doi: 10.1016/j.jbusres.2007.04.001
   Web of Science ®Google Scholar
• Wiegmans, B., Hoest, A., & Notteboom, T. (2008). Port and terminal selection by deep-sea container operators. Maritime Policy & Management, 35(6), 517–534. doi: 10.1080/03088830802469329
   Google Scholar
• Yavas, U., & Shemwell, D. (2001). Modified importance-performance analysis: An application to hospitals. International journal of Health Care Quality Assurance, 14(3), 104–110. doi: 10.1108/09526860110391568
   Google Scholar
• Yeo, A. (2003). Examining a Singapore bank's competitive superiority using importance-performance analysis. Journal of American Academy of Business, 3(1/2), 155.
   Google Scholar
• Yeo, G., Song, D., Dinwoodie, J., & Roe, M. (2010). Weighting the competitiveness factors for container ports under conflicting interests. Journal of the Operational Research Society, 61(8), 1249–1257.
   Web of Science ®Google Scholar