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Destination benchmarking : An indicator-system’s potential for exploring guest satisfaction

Fuchs, Matthias (author)
University of Innsbruck, Austria
Weiermair, Klaus (author)
University of Innsbruck , Austria
 (creator_code:org_t)
2016-08-18
2004
English.
In: Journal of Travel Research. - : SAGE Publications. - 0047-2875 .- 1552-6763. ; 42:3, s. 212-225
  • Journal article (peer-reviewed)
Abstract Subject headings
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  • 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

Keyword

destination benchmarking; three-factor struc- ture of tourist satisfaction; penalty-reward-contrast analysis

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art (subject category)

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Weiermair, Klaus
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