Abstract
The extant incentive event studies are geared toward clarifying the general aspects of the incentive travel industry using qualitative and descriptive methods, while in-depth empirical research is overlooked, especially in the area of quality and satisfaction. This study investigates the dynamics (asymmetry) of multi-quality attributes towards satisfaction from the perspective of mainland China incentive travelers by (1) identifying quality attributes as frustrators, dissatisfiers, hybrids, satisfiers, and delighters, (2) prioritizing attributes for the purpose of effective satisfaction management, and (3) presenting theoretical and managerial contributions to the incentive travel literature.
| Original language | English |
|---|---|
| Pages (from-to) | 51-61 |
| Number of pages | 11 |
| Journal | International Journal of Hospitality Management |
| Volume | 64 |
| DOIs | |
| State | Published - 1 Jul 2017 |
Bibliographical note
Funding Information:Appreciation is expressed to J. E. Moxley and Gloria Sola of the Quebec Dairy Herd Analysis Service for providing the data. Partial financial support was provided by the Canadian Association of Animal Breeders and the Ontario Ministry of Agriculture and Food. This project was conducted under the program of the International Association for the Exchange of Students for Technical Experience.
Publisher Copyright:
© 2017
Keywords
- Asymmetry
- Incentive event
- Quality attributes
- Satisfaction