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The influence of marital status on customer-centric measures in the context of a ski resort using the importance-performance map analysis (IPMA) framework
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Orientador(es)
Resumo(s)
Purpose – This study assesses the impact of marital status towards customer-centric measures in a Canadian
ski resort using the importance-performance map analysis (IPMA) as the analytical framework. For the
purpose of this paper, the three groups that were assessed included singles, partnership without children and
partnership with children as marital status indicators. From the theoretical and especially managerial point of
view, knowing the importance and the performance of the relevant ski resort-related customer-centric
perceptions is of key importance.
Design/methodology/approach – A survey was completed to assess customer-centric measures including
customer satisfaction, repurchase intent, value for money, willingness to recommend, overall performance in
terms of meeting expectations, relationship quality and skiing service quality. An IPMA was conducted with
partial least square-structural equation modelling (PLS-SEM) to assess the importance-performance
perceptions of the three marital status groups.
Findings – The results indicated that for five of the seven customer-centric measures, there were significant
differences between the marital status groups. Overall, singles appeared to have the lowest values in customercentric
measures, whereas respondents living in partnership with children had the highest. This was also the
case with the value for money perceptions, although the cost for the ski resort visit was likely to be the highest
for the respondents living in partnership with children. There were also differences between the marital status
groups in terms of the importance-performance evaluations.
Originality/value – Results of this research have implications for ski resort management as the three marital
status groups appear to perceive the customer-centric measures quite differently in the IPMA framework.
Descrição
Palavras-chave
Customer satisfaction Repurchase intent Value for money Service quality Ski resort Importanceperformance map analysis (IPMA)
Contexto Educativo
Citação
Haverila, Matti, Kai Christian Haverila e Jenny Carita Twyford (2023). "The influence of marital status on customer-centric measures in the context of a ski resort using the importance-performance map analysis (IPMA) framework". European Journal of Management Studies, 28(1):49-68
Editora
Emerald Publishing