標題: Identifying Critical Brand Contact Elements of a Tourist Destination: Applications of Kano's Model and the Importance-satisfaction Model
作者: Chang, Kuo-Chien
Chen, Mu-Chen
Hsu, Chia-Lin
運輸與物流管理系 註:原交通所+運管所
Department of Transportation and Logistics Management
關鍵字: destination brand;brand contact;Kano's model;I-S model
公開日期: 1-May-2012
摘要: A destination brand comprises brand elements that lead tourists to form a brand impression of a destination. Based on a literature review, this study contributes to a model for exploring tourist destination brand contact experiences. The results from applying Kano's model and the importancesatisfaction model to a specific hot spring destination indicate that four types of contact elements can be identified as having different quality attributes. The contact elements related to staff's service efficiency, attitude and willingness of serving customers are identified as the critical brand contact elements for the tourist destination. Copyright (C) 2011 John Wiley & Sons, Ltd.
URI: http://dx.doi.org/10.1002/jtr.839
http://hdl.handle.net/11536/15727
ISSN: 1099-2340
DOI: 10.1002/jtr.839
期刊: INTERNATIONAL JOURNAL OF TOURISM RESEARCH
Volume: 14
Issue: 3
起始頁: 205
結束頁: 221
Appears in Collections:Articles


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