Prioritizing destination attributes for optimal resource allocation: a study of Chinese tourists visiting Britain
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Author / Creator
Date
2018
Publication Type
Journal Article
ETH Bibliography
yes
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Abstract
This study assesses the importance, performance, and the interrelationships of key destination attributes for marketing managers to prioritize resource allocation. A three-dimensional analysis of importance–performance–impact-analysis (IPIA) factors, based upon a survey sample of 275 Chinese tourists to Britain and an expert panel interview with 10 destination marketing managers is presented. Data analysis was based upon a mix of multi-criteria decision-making methodologies, the Decision-Making Trial and Evaluation Laboratory (DEMATEL) method and the Analytic Network Process (ANP) method. The framework can be applied to prioritize resources allocation to improve customer satisfaction in other contexts, such as a sector or a specific business.
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published
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Journal / series
Volume
35 (8)
Pages / Article No.
1013 - 1026
Publisher
Taylor & Francis
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Edition / version
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Subject
Resource allocation; tourist satisfaction; importance– performance analysis; importance–performance– impact analysis; multi-criteria decision making; decision-making trial and evaluation laboratory (DEMATEL); analytic network process (ANP); Chinese tourists; Britain; destination marketing