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Title: Exploring the dynamic effect of multi-quality attributes on overall satisfaction : the case of incentive events
Authors: Lee, JS 
Choi, Y 
Chiang, CH
Issue Date: Jul-2017
Source: International journal of hospitality management, July 2017, v. 64, p. 51-61
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.
Keywords: Asymmetry
Incentive event
Quality attributes
Satisfaction
Publisher: Pergamon Press
Journal: International journal of hospitality management 
ISSN: 0278-4319
EISSN: 1873-4693
DOI: 10.1016/j.ijhm.2017.04.003
Rights: © 2017 Elsevier Ltd. All rights reserved.
© 2017. This manuscript version is made available under the CC-BY-NC-ND 4.0 license https://creativecommons.org/licenses/by-nc-nd/4.0/
The following publication Lee, J. S., Choi, Y., & Chiang, C. H. (2017). Exploring the dynamic effect of multi-quality attributes on overall satisfaction: The case of incentive events. International Journal of Hospitality Management, 64, 51-61 is available at https://doi.org/10.1016/j.ijhm.2017.04.003
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