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- Fuchs, Matthias, et al.
(författare)
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Destination benchmarking : An indicator-system’s potential for exploring guest satisfaction
- 2004
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Ingår i: Journal of Travel Research. - : SAGE Publications. - 0047-2875 .- 1552-6763. ; 42:3, s. 212-225
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Tidskriftsartikel (refereegranskat)abstract
- After giving an overview of latest benchmark approachesin tourism, an already existing Benchmarking Indicator Sys-tem implemented by the Austrian Government in 1987 is dis-cussed. This article first critically assesses the neglect of rel-evant elements covering the production and delivery processof tourism services in this approach. Hence, the existingbenchmarking approach is extended conceptually by linkingit to tourists’ satisfaction measures. There is growing evi-dence that tourism service quality attributes can fall intothree different categories of factors that display a differingimpact on tourist satisfaction. The literature distinguishesbetween two different approaches for best identifying thesefactors: Vavra’s two-dimensional Importance Grid, which isbased on customers’ self-stated importance and derivedimportance assessments, and Brandt’s Penalty-Reward-Contrastanalysis,which is based on the performance-only approachand thus only uses one (e.g., the satisfaction) variable. Thisarticle tests both approaches empirically using different setsof variables from a recent destination benchmarking survey
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- Fuchs, Matthias, et al.
(författare)
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New perspectives of satisfaction research in tourism destinations
- 2003
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Ingår i: Tourism Review. - : Emerald. - 1660-5373 .- 1759-8451. ; 58:3, s. 6-14
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Tidskriftsartikel (refereegranskat)abstract
- The paper presents important measurement approaches in the field of costumer satisfaction with services and applies those empirically for service bundles at the level of the tourism destination. After working out the most prominent characteristics of existing satisfaction concepts according to the American and the Scandinavian school of thought, the latter will be critically evaluated for its potential practical use in measuring guest satisfaction. Based on this preparatory work, the Importance‐Performance Analysis, the Implicit Importance Analysis and the Penalty‐Reward‐Contrast Analysis are implemented and show that differing satisfaction models will lead to varying results and hence, ambiguous implications for destination management. However, due to its model parsimony and methodical stringency the Penalty‐Reward‐Contrast Analysis will be retained as the most valuable instrument for measuring tourist satisfaction. The paper concludes with implications for the management of destinations and a brief outlook for further research.
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