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Destination benchmarking: An indicator-system’s potential for exploring guest satisfaction
University of Innsbruck, Austria.ORCID iD: 0000-0003-3964-2716
University of Innsbruck , Austria.
2004 (English)In: Journal of Travel Research, ISSN 0047-2875, E-ISSN 1552-6763, Vol. 42, no 3, p. 212-225Article in journal (Refereed) Published
Abstract [en]

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

Place, publisher, year, edition, pages
2004. Vol. 42, no 3, p. 212-225
Keywords [en]
destination benchmarking; three-factor struc- ture of tourist satisfaction; penalty-reward-contrast analysis
National Category
Social Sciences
Identifiers
URN: urn:nbn:se:miun:diva-21375DOI: 10.1177/0047287503258827OAI: oai:DiVA.org:miun-21375DiVA, id: diva2:697815
Available from: 2014-02-19 Created: 2014-02-19 Last updated: 2017-12-06Bibliographically approved

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