Exploring the dynamic effect of multi-quality attributes on overall satisfaction : the case of incentive events

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.