An application of importance-performance analysis (IPA) to the management of sport centres

REFERENCES

• Abalo , J. , Varela , J. and Rial , A. 2006 . El Análisis de Importancia-Valoración aplicado a la gestión de servicios . Psicothema , 18 : 730 – 737 .
   PubMed Web of Science ®Google Scholar
• Abalo , J. , Varela , J. and Manzano , V. 2007 . Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings . Journal of Business Research , 60 : 115 – 121 .
   Web of Science ®Google Scholar
• Afthinos , Y. , Theodorakis , N. D. and y Nassis , P. 2005 . Customer's expectations of service in Greek fitness centres. Gender, age, type of sport centre, and motivation differences . Managing Service Quality , 15 : 245 – 258 .
   Google Scholar
• Alberty , S. and Mihalik , B. 1989 . The use of importance–performance analysis as an evaluative technique in adult education . Evaluation Review , 13 : 33 – 44 .
   Web of Science ®Google Scholar
• Alexandris , K. and Palialia , E. 1999 . Measuring customer satisfaction in fitness centres in Greece: An exploratory study . Managing Leisure , 4 : 218 – 228 .
   Google Scholar
• Alexandris , K. , Dimitriadis , N. and Kasiara , A. 2001 . The behavioural consequences of perceived service quality. An exploratory study in the context of private fitness clubs in Greece . European Sport Management Quarterly , 1 : 250 – 281 .
   Google Scholar
• Alexandris , K. , Zahariadis , P. , Tsorbatzoudis , C. and Grouios , G. 2004 . An empirical investigation of the relationships among service quality, customer satisfaction and psychological commitment in a health club context . European Sport Management Quarterly , 4 : 36 – 52 .
   Google Scholar
• Bacon , D. R. 2003 . A comparison of approaches to Importance-Performance Analysis . International Journal of Market Research , 45 : 55 – 71 .
   Web of Science ®Google Scholar
• Dolinsky , A. L. 1991 . Considering the competition in strategy development: An extension of importance–performance analysis . Journal of Health Care Marketing , 11 : 31 – 36 .
   PubMedGoogle Scholar
• Dolinsky , A. L. and Caputo , R. K. 1991 . Adding a competitive dimension to importance–performance analysis: An application to traditional health care systems . Health Care Marketing Quarterly , 8 : 61 – 79 .
   PubMedGoogle Scholar
• Duke , C. R. and Persia , M. A. 1996 . Performance–importance analysis of escorted tour evaluations . Journal of Travel and Tourism Marketing , 5 : 207 – 223 .
   Google Scholar
• Ennew , C. T. , Reed , G. V. and Binks , M. R. 1993 . Importance–performance analysis and the measurement of service quality . European Journal of Marketing , 27 : 59 – 70 .
   Google Scholar
• Evans , M. R. and Chon , K. 1989 . Formulating and evaluating tourism policy using importance–performance analysis . Hospitality Education and Research Journal , 13 : 203 – 213 .
   Google Scholar
• Feng , C. M. and Jeng , K. Y. 2005 . Analyzing airline service improvement strategy through Importance and Performance Analysis . Journal of the Eastern Asia Society for Transportation Studies , 6 : 782 – 797 .
   Google Scholar
• Go , F. and Zhang , W. 1997 . Applying importance–performance analysis to Beijing as an international meeting destination . Journal of Travel Research , Spring : 42 – 49 .
   Google Scholar
• Guadagnolo , F. 1985 . The importance–performance analysis: An evaluation and marketing tool . Journal of Park and Recreation Administration , 2 : 13 – 22 .
   Google Scholar
• Hansen , E. and Bush , R. J. 1999 . Understanding customer quality requirements. Model and application . Industrial Marketing Management , 2 : 119 – 130 .
   Google Scholar
• Hawes , J. M. and Rao , C. P. 1985 . Using importance–performance analysis to develop health care marketing strategies . Journal of Health Care Marketing , 5 : 19 – 25 .
   PubMedGoogle Scholar
• Hollenhorst , S. , Olson , D. and Fortney , R. 1992 . Use of importance–performance analysis to evaluate state park cabins: The case of the West Virginia state park system . Journal of Park and Recreation Administration , 10 : 1 – 11 .
   Google Scholar
• Howat , G. , Absher , J. , Crilley , G. and Milne , I. 1996 . Measuring customer service quality in sports and leisure centres . Managing Leisure , 1 : 77 – 89 .
   Google Scholar
• Howat , G. , Murray , D. and Crilley , G. 2005 . Reducing measurement overload: Rationalizing performance measures for public aquatic centres in Australia . Managing Leisure , 10 : 128 – 142 .
   Google Scholar
• Hudson , S. , Hudson , P. and Miller , G. A. 2004 . The measurement of service quality in the tour operating sector: A methodological comparison . Journal of Travel Research , 42 : 305 – 313 .
   Google Scholar
• Jaccard , J. , Brinberg , D. and Ackerman , L. J. 1986 . Assessing attribute importance: A comparison of six methods . Journal of Consumer Research , 12 : 463 – 468 .
   Web of Science ®Google Scholar
• Joseph , M. , Allbright , D. , Stone , G. , Sekhon , Y. and Tinson , J. 2005 . Importance-Performance analysis of UK and US bank customer perceptions of service delivery technologies . International Journal of Financial Services Management , 1 : 66 – 88 .
   Google Scholar
• Kim , D. and Kim , S. Y. 1995 . QUESC: An instrument for assessing the service quality of sport centres in Korea . Journal of Sport Management , 9 : 208 – 220 .
   Google Scholar
• Macintosh , E. and Doherty , A. 2007 . Reframing the service environment in the fitness industry . Managing Leisure , 12 : 273 – 289 .
   Google Scholar
• Martilla , J. and James , J. 1977 . Importance-Performance Analysis . Journal of Marketing , 14 : 77 – 79 .
   Google Scholar
• Matzler , K. , Sauerwein , E. and Heischmidt , K. A. 2003 . Importance-performance Analysis revisited: The role of the factor structure of customer satisfaction . Service Industries Journal , 23 : 112 – 130 .
   Web of Science ®Google Scholar
• Oh , H. 2001 . Revisiting importance-performance analysis . Tourism Management , 22 : 617 – 627 .
   Web of Science ®Google Scholar
• Ortinau , D. J. , Bush , A. J. , Bush , R. P. and Twible , J. L. 1989 . The use of importance–performance analysis for improving the quality of marketing education: Interpreting faculty-course evaluations . Journal of Marketing Education , : 78 – 86 . Summer
   Google Scholar
• Papadimitriou , D. A. and Karteroliotis , K. 2000 . The service quality expectations in private sport and fitness centres: A re-examination of the factor structure . Sport Marketing Quarterly , 9 : 157 – 164 .
   Google Scholar
• Rial , J. , Varela , J. , Real , E. and Rial , A. 2008 . Modelling and measuring perceived quality in sports centres: QSport-10 scale . Journal of Sport Management (submitted for publication) ,
   Google Scholar
• Sampson , S. E. and Showalter , M. J. 1999 . The performance-importance response function: Observations and implications . Service Industries Journal , 19 : 1 – 26 .
   Web of Science ®Google Scholar
• Sethna , B. N. 1982 . Extensions and testing of importance-performance analysis . Business Economics , 20 : 28 – 31 .
   Google Scholar
• Tarrant , M. A. and Smith , E. K. 2002 . The use of a modified importance-performance framework to examine visitor satisfaction with attributes of outdoor recreation settings . Managing Leisure , 7 : 69 – 82 .
   Google Scholar
• Theodorakis , N. , y Kambitsis , C. , Laios , A. and Koustelios , A. 2001 . Relationship between measures of service quality and satisfaction of spectators in professional sports . Managing Service Quality , 11 : 431 – 438 .
   Google Scholar
• Uysal , M. , Howard , G. and Jamrozy , U. 1991 . An application of importance–performance analysis to a ski resort: A case study in North Carolina . Visions in Leisure and Business , 10 : 16 – 25 .
   Google Scholar
• Wade , D. J. and Eagles , P. F. J. 2003 . The use of importance-performance analysis and market segmentation for tourism management in parks and protected areas: An application to Tanzania's national parks . Journal of Ecotourism , 2 : 196 – 212 .
   Google Scholar
• Westerbeek , H. M. and y Shilbury , D. 2003 . A conceptual model for sport services marketing research: Integrating quality, value and satisfaction . International Journal of Sport Marketing & Sponsorship , : 11 – 31 . March–April
   Google Scholar
• Zhang , H. Q. and Chow , I. 2004 . Application of importance-performance model in tour guides' performance: Evidence from mainland Chinese outbound visitors in Hong Kong . Tourism Management , 25 : 81 – 91 .
   Web of Science ®Google Scholar