Impact-asymmetry Analysis Research Articles

Dynamics in the asymmetric effects of job attributes on employee satisfaction: A mixed-method approach using big data

Given its direct influence on customer satisfaction and firm profitability, employee satisfaction has attracted much attention from scholars in the hospitality industry. However, the moderating variables that shape the asymmetric relationship between job attributes and employee satisfaction remain largely unexplored. We aim to fill this gap by considering the influence of employee position and organizational tenure on the relationship. We reveal the asymmetric relationships between employee satisfaction and various job attributes by performing an impact-asymmetry analysis and using a hybrid approach that integrates the big textual data from online reviews written by employees. Our results highlight some differences between managers and non-managers, with the former giving priority to organizational culture and work environment and the latter setting high expectations on employee benefits. These results also underscore the dynamic effect of organizational tenure on the aforementioned asymmetric relationships. Our empirical findings can guide managers in the hospitality industry in designing targeted strategies that can effectively maximize the satisfaction of their employees.

Exploring Public Space Satisfaction in Old Residential Areas Based on Impact-Asymmetry Analysis

The renovation of public space environments in old residential areas has become the focal point in Chinese urban renewal and promotion of urban sustainable development; thus, an urgent need for research expansion is attached to identifying the environmental factors of public space and their impacts from the perspective of residents’ needs and satisfaction. Taking Hefei, China, as an example, and based on a satisfaction survey of the public space environment in old residential areas, this study discerned critical factors affecting public space satisfaction through gradient-boosting decision trees and impact-asymmetry analysis methods, after which the asymmetric relationship between public space environment factors and resident satisfaction was tested and the priority and goal of public space environment renovation were obtained. The results indicate that the following: (1) Compared with physical environment factors, current social environment factors, including uncivilized behavior, space occupation, and hygiene and cleanliness, exert a greater impact on the overall satisfaction. (2) The hypothesis that there exists a general nonlinear relationship between environmental factors and satisfaction is verified, with all social environment factors proving to be nonlinear and physical environment factors being highly related to social environment creation, such as nursing space for the old and young, reading and learning space, and display and communication space. (3) A priority hierarchy for the improvement of environmental factors should be established, which basically conforms to Maslow’s hierarchy of needs theory. The role of social environment renovation should be highlighted, along with the necessity to bolster community governance and public space management. At the level of the physical environment, more space should be available for the activities of residents, display and communication, and reading and learning. This study can provide a corresponding theoretical basis and planning inspiration for meeting the multiple needs of residents for public space, improving life happiness, and promoting the sustainable development of cities in the renovation of public space environments in old residential areas.

Asymmetric effects of wellness destination and wellness facility attributes on tourist satisfaction

PropósitoEste estudio tiene como objetivo proporcionar información sobre los determinantes de la satisfacción del turismo de bienestar, adoptando así un enfoque no lineal con respecto a las relaciones entre el rendimiento a nivel de atributos de (i) atributos de instalaciones de bienestar, por un lado, y (ii) atributos de destino de bienestar, por otro lado, y la satisfacción del turista de bienestar global. Además, se calculan puntajes de rango de impacto para revelar las instalaciones de bienestar y los atributos de destino potencialmente más determinantes.Diseño/metodología/enfoqueeste estudio utiliza datos de un estudio basado en encuestas realizado entre 1,331 turistas de bienestar que participaron en actividades de turismo de bienestar en uno de los 28 hoteles con ofertas de bienestar y diez spas en Croacia. El análisis de asimetría de impacto (IAA) y el análisis de rango de impacto (IRA) se utilizan para cuantificar el potencial de los atributos de bienestar individuales para generar satisfacción e insatisfacción entre los turistas de bienestar y para realizar una clasificación de los atributos de bienestar de acuerdo con la teoría de los tres factores del cliente. satisfacción.HallazgosLos operadores de instalaciones de turismo de bienestar, así como los administradores de destinos de bienestar, no deben comprometer los niveles de calidad porque la mayoría de los atributos de bienestar tienen un potencial significativamente mayor para frustrar que para complacer a los turistas. Los factores básicos, como la limpieza, la puntualidad o la seguridad, resultaron ser los que más influyeron en los niveles de satisfacción global. En consecuencia, estos atributos no deben verse como fuentes potenciales de satisfacción y deleite del cliente, sino que deben otorgarse altos niveles de desempeño para evitar una fuerte insatisfacción. Además, en línea con investigaciones anteriores, los turistas de bienestar tienen grandes expectativas de que los destinos tengan una naturaleza preservada y hermosa, que es, con mucho, el atributo de destino más influyente. Además de un entorno seguro y un alojamiento de alta calidad, los turistas de bienestar prefieren una rica oferta cultural. Aplicando la teoría de los tres factores, una visión más matizada de la formación de la satisfacción del turista de bienestar mostró que estos atributos del destino tienen un potencial mucho mayor para crear una fuerte insatisfacción que satisfacción.OriginalidadEste es el primer estudio que aplica un enfoque de análisis no lineal a la relación calidad-satisfacción en un entorno de turismo de bienestar. Además, según el conocimiento de los autores, este es el único estudio que utilizó modelos de atributos separados para instalaciones de bienestar, por un lado, y destinos de bienestar, por el otro, en base a una muestra nacional que cubre múltiples casos (es decir, múltiples instalaciones y destinos).

Assessing the performance of corporate social responsibility (CSR): Impact range-performance analysis and impact-asymmetry analysis

This study assesses the multidimensionality of employee-perceived hotel corporate social responsibility (CSR) performance and its influences on three organizational attitudes and behavior. Impact range-performance analysis (IRPA) and impact-asymmetry analysis (IAA) were applied, using data from 410 hotel staff. A five-domain solution (financial, legal, ethical, social/philanthropic, and environmental) was created using exploratory factor analysis. The results of IRPA and IAA indicated that the five domains of CSR were categorized into various performance and impact range segments. These findings provide theoretical and industrial insights that advance the extant CSR literature and the development of managerial tactics.

What neighborhood factors are critical to resident satisfaction with old neighborhoods? An integration of ground theory and impact asymmetry analysis

As a national program, Chinese governments are making substantial investment on old neighborhood renovation to improve resident well-being. Understanding critical components of resident satisfaction with old neighborhoods is key to the success of this program. Drawing on the real experience of old neighborhood residents in Harbin, we applied the ground theory method to extract an extensive list of neighborhood attributes that potentially form neighborhood satisfaction. We then employed factor analysis and impact asymmetry analysis to identify the factor structure of neighborhood satisfaction. The results showed that most neighborhood factors have non-linear associations with old neighborhood satisfaction, challenging the linear assumption commonly hypothesized in the literature. Furthermore, housing and utility infrastructure, activity space, property management, neighborhood facilities, and the social environment are significant contributors to neighborhood satisfaction. The first three factors cause substantial dissatisfaction and should be prioritized for improvement to increase overall resident satisfaction with old neighborhoods.

Exploring Pedestrian Satisfaction in Old and New Town: An Impact-Asymmetry Analysis

In the context of the global construction of low-carbon cities and residents’ pursuit of healthy living, the improvement in the urban walking environment has gradually been emphasized in the field of planning and transportation research. Using Harbin, China, as an example, this paper combines gradient boosting decision trees (GBDTs) and impact-asymmetry analysis (IAA) methods to explore the differences in residents’ preferences for the pedestrian environment needs in old and new urban areas, analyze the asymmetric relationship between walking environment factors and overall satisfaction, and provide a sound basis for the renewal and reconstruction of the walking environment in old urban areas and the improvement of the walking environment in new urban areas. The factors affecting the pedestrian environment in the old and new urban areas are similar and different, with the aesthetics and safety and the aesthetics and comfort of the pedestrian environment having a greater impact on the old and new urban areas, respectively. According to the results of the IAA, the old city should focus on improving green landscaping, street furniture, the uncivilized behavior of pedestrians, pavement encroachment, barrier-free facilities, and the speed of motor vehicles; the new city should focus on improving the building facade effect, the uncivilized behavior of pedestrians, and green landscaping.

Online learning attributes on overall tourism and hospitality education learning satisfaction: Tourism Agenda 2030

PropósitoLa promoción de la “Educación de Calidad” como parte del Objetivo de Desarrollo Sostenible 4 requiere que los actores educativos entiendan la naturaleza del aprendizaje en línea desde la perspectiva de los estudiantes. Este estudio explora los efectos asimétricos de los atributos del aprendizaje en línea sobre la satisfacción general del aprendizaje en la educación en turismo y hotelería.Diseño/Metodología/EnfoqueAplicamos la teoría de la satisfacción de tres factores y los tres pasos analíticos: análisis de contraste de penalización-recompensa (PRCA), análisis de rendimiento del rango de impacto (IRPA) y análisis de impacto asimétrico (IAA). A continuación, aplicamos los resultados de estos enfoques analíticos al tradicional análisis de importancia-rendimiento (IPA) para obtener más información.ResultadosEl análisis tradicional de importancia-rendimiento sugiere nueve atributos en línea de gran importancia y rendimiento. Sin embargo, el IRPA revela que sólo cuatro atributos se encuentran dentro de la franja de alto rendimiento y alto impacto en la satisfacción. El atributo “seguridad” tuvo un desempeño bajo a pesar de tener un impacto significativo en la satisfacción.Implicaciones de la investigaciónAl explorar los efectos asimétricos, los académicos, los proveedores de servicios y los participantes de la educación en línea pueden tener una visión más profunda de la naturaleza y el efecto dinámico de los atributos en la satisfacción general.Valor originalAl explorar los impactos asimétricos de los atributos del aprendizaje en línea en la satisfacción general del aprendizaje, nuestros hallazgos brindan una visión novedosa de la multidimensionalidad de los atributos del aprendizaje en línea.

Is Hotel Technology a Double-edged Sword on Customer Experience? A Mixed-method Approach using Big Data

This study aims to identify the critical hotel guest technology that enhances the hotel customer experience. By applying the two-factor theory, the study discovers the asymmetry impact of hotel guest technology on customer satisfaction and dissatisfaction. This study uses an integrated approach of big data analytics and impact asymmetry analysis on a dataset of 520,757 online reviews of 435 hotels in New York City derived from TripAdvisor.com. Big data analytics is implemented to identify significant attributes of hotel guest technology. Then, the five unique roles of hotel guest technology in customer satisfaction and/or dissatisfaction are identified through impact asymmetry analysis. The integrated approach reconciles inconsistent findings from prior research and guides hotel operators to prioritize hotel guest technology to increase customer experience.

Service Quality Assessments of Cultural Heritage Sites by Residents and Tourists: Application of Four Complementary IPA Techniques

ABSTRACT Despite growing calls to include important stakeholder groups in order to ensure the sustainable management and marketing of tourism, there has been little concurrent research on residents and tourists’ perceptions of cultural heritage sites. This study aims to compare tourists’ and residents’ perceptions for tourism attributes in Shandiz, one of northeastern Iran’s most popular tourist destinations. Our study isbased on four different approaches: Importance-Satisfaction Analysis [ISA] (itself a revised version of IPA); service quality gap analysis; Impact Range Satisfaction Analysis (IRSA); and Impact Asymmetry Analysis (IAA). Due to asymmetrical relationships between visitor perceptions of importance and performance, revealing influencing factors on those perceptions requires using new approaches. This study’s findings provide insights into the current debate around the best methods for service quality assessment and the identification and reconciliation of areas of agreement and disagreement between resident and tourist perceptions of cultural heritage sites.

Customizing the promotion strategies of integrated air-bus service based on passenger satisfaction

The integrated air-bus service expands the catchment area and alleviates congestion of regional airports. To gain further insights into the unexplored potential attributes of the integrated service that generate passenger satisfaction, this paper utilizes a two-stage analysis approach to identify the key promotion factors for passengers from different constituents. Based on the survey data collected in Nanjing Lukou International Airport, this paper 1) uses k-means clustering to categorize respondents into four groups. 2) Combines the gradient boosting decision tree and impact asymmetry analysis to identify the attributes that have nonlinear influences on the overall service satisfaction for each group respectively. Results suggest that the timetable of the airport bus is critical for all passenger groups. Interestingly, there are noticeable differences in passenger satisfaction with the accessibility, cost affordability, comfort, reliability, and integration of the integrated service, providing the basis for customizing service promotion strategies among different passenger groups and airports.

Low-carbon tourism: determining domestic tourist perception from Thailand: Tourism Agenda 2030

Diseño/metodología/enfoqueEl estudio aplica un enfoque multimétodo para obtener los elementos del turismo bajo en carbono (TBC) antes de realizar un análisis factorial exploratorio para identificar las dimensiones subyacentes. Se llevó a cabo un análisis de rendimiento del rango de impacto y un análisis de asimetría del impacto para explorar la relación asimétrica o simétrica asociada a la percepción de los turistas sobre el TBC.ObjetivoApoyándose en la teoría de los tres factores, el estudio pretende 1) examinar la dinámica (asimetría) de los atributos de baja emisión de carbono de múltiples calidades con respecto a la percepción de los turistas tailandeses y 2) priorizar los atributos del turismo de carbono sobre la base del rendimiento del rango de impacto y el análisis asimétrico.ConclusionesLos resultados revelan las tres dimensiones de los atributos del turismo de carbono. De los 29 atributos, nueve se consideran categorías “imprescindibles”, de modo que los turistas se sentirán decepcionados por los esfuerzos de un destino con bajas emisiones de carbono si estos atributos faltan, pero se sentirán neutrales si los atributos están presentes. Seis atributos de los TBC entran en la categoría “híbrida”, de manera que los turistas apreciarán si perciben que estos atributos están disponibles para los TBC y se sentirán decepcionados si estos atributos no se ofrecen o se ofrecen de manera deficiente. Catorce atributos se consideran en la categoría de “valor añadido”, lo que significa que los turistas sólo apreciarán si encuentran estos atributos en el destino, y la falta de ellos no causará ninguna insatisfacción o percepción negativa por parte de los turistas.Originalidad/valorA través del análisis asimétrico de la calidad múltiple, el estudio proporciona una visión profunda del grado de percepción de los 29 atributos del TBC. El estudio ofrece directrices tangibles a las autoridades de los destinos y señala la necesidad de proporcionar atributos, especialmente en las categorías “híbrida” e “imprescindible”, para evitar la percepción negativa de los turistas cuando visitan un destino con bajas emisiones de carbono.

Evaluating caregivers\u2019 service quality perceptions: impact-range performance and asymmetry analyses

BackgroundThis study aimed to analyze family caregivers’ (FCs) dementia care service perceptions to identify the various attributes impacting FCs satisfaction and dissatisfaction.MethodsThis is a cross-sectional survey study using convenience sampling methods. A self-completion questionnaire was developed from the Service Quality scale and distributed using a convenience sampling method to family caregivers in community-based dementia care centers to determine their perceptions of service quality in dementia care. Both exploratory factor analysis and reliability analysis were conducted to confirm the validity and factor structure of the scale. This study employed Impact Range Performance Analysis (IRPA) and Impact Asymmetry Analysis (IAA) to analyze the data obtained from FCs across five attribute dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy). Priorities for service improvement were derived using a three-step analytical framework.ResultsThis study reported that the overall perceived performance of service provided is high. The results indicated that practitioners should focus on attributes such as demand coordination, appropriate services, timely service, barrier-free environment, care-giving process, fire and safety compliance, professional knowledge, and reliable services, which have a higher range of impact on customer service and low impact-asymmetry and attribute performance scores.ConclusionThis study used expectation and perceived performance to suggest that the priorities for improvement and resource allocation in dementia care centers vary across different attributes. Thus, attentiveness toward satisfying user demand could improve patient care and caregiver satisfaction. The dimensions and attributes identified by our study can serve as basic data for future research on the long-term care system.

Optimal Strategies for Elderly Public Transport Service Based on Impact-Asymmetry Analysis: A Case Study of Harbin

The difficulty of travel for the elderly is a challenge for urban management. Quantifying the satisfaction of public transport services from the perspective of the elderly is a people-oriented scientific research method. Based on the survey data of 2019 and 2020 and by selecting the interview data of people over retirement age before analyzing the non-linear relationship between bus service elements and elderly satisfaction by the impact-asymmetry analysis and gradient boosting decision trees, the optimization strategy of ground public transportation for the elderly in Harbin was obtained. The results show that the following five factors have the greatest impact on overall satisfaction, namely, site broadcasting, complaint handling, awning facilities, driver driving habits, and the punctuality of bus operation. Among them, “awning,” the “punctuality of bus operation,” and “drivers’ driving habits” should be given priority to improve. The conclusion of this study provides a theoretical basis for the accurate optimization of public transport services.

Exploring Customers’ Luxury Consumption in Restaurants: A Combined Method of Topic Modeling and Three-Factor Theory

This study explores customers’ perceptions and underlying factors related to luxury consumption in restaurants. Although many studies have explored customers’ consumption of luxury goods, very few of these studies involved luxury hospitality services. Furthermore, hospitality literature has rarely discussed the emerging identification of inconspicuous consumption in luxury. By applying topic modeling to analyze online customer reviews, the current study identifies the essential elements of visiting luxury restaurants. Moreover, it elicits the asymmetric role of the identified factors in accelerating overall customer satisfaction or dissatisfaction through impact-asymmetry analysis, which adopts the three-factor theory. Findings suggest that many inconspicuous factors exist in luxury consumption and that the mechanisms that affect satisfaction differ among a satisfier, a dissatisfier, and a hybrid. The acknowledgment of the asymmetric effects will help practitioners in luxury restaurants enhance their understandings of customer perceptions and efficiently improve service management and marketing.

Exploring satisfaction of choice and captive bus riders: An impact asymmetry analysis

The literature offers ample evidence on the associations between transit attributes and rider satisfaction. However, their asymmetric relationships are often overlooked. Few studies emphasize the attributes critical to choice and captive riders in developing countries. This study employs an impact asymmetry analysis to explore the correlates of bus satisfaction of choice and captive riders in Harbin, China. Most service attributes have asymmetric associations with overall satisfaction of both choice and captive riders. The waiting area, driver’s operating behavior, complaint handling, and stop announcement are critical to overall satisfaction of both choice and captive riders. However, planners should know that, because of the asymmetricity, planning goals differ when trying to satisfy choice and captive riders. Furthermore, they should emphasize convenience and comfort to satisfy captive riders and focus on bus availability to incentivize choice riders. Future studies should consider the non-linear associations and investigate the varying needs of different population groups.

Exploring multi-quality attributes of airports and the asymmetric effects on air traveller satisfaction: The case of Thai International Airports

Within the context of Thai international airports, the purpose of this study is twofold. First, to examine the asymmetric effect of airport quality attributes in the airport terminal on passenger satisfaction from the perspective of Thai travellers. Second, to prioritise the attributes into categories on the basis of impact–range performance analysis (IRPA) and impact asymmetry analysis (IAA). An online survey (n = 879) was conducted via convenience and snowball sampling. The findings indicate that an airport has multiple attributes that yield dynamic effects on air traveller satisfaction. In addition, IRPA and IAA enable researchers and industry practitioners to classify these attributes into five categories, namely frustrator, dissatisfier, hybrid, satisfier and delighter. The findings also suggest that seven out of 10 attributional domains, derived from the selected Thai international airports, reflect both asymmetric and symmetric characteristics, whilst only three domains, namely flight information screens, passenger facilities and immigration, show only asymmetric effects. The theoretical and practical implications of this study are discussed.

Assessment of the management performance of a National Urban Forest Park in Taiwan

This study draws a structured questionnaire survey on visitors to the National Xinhua Urban Forest Park, located in the southern part of Taiwan. Consequently, it deploys the Impact Range Performance Analysis (IRPA) and Impact-Asymmetry Analysis (IAA) in evaluating the service quality of the park under investigation, which shed some light on the service/management areas calling for amelioration. It shows that the dimensions measuring the service quality, touching on the natural resource (e.g., river water quality), management (e.g., appropriateness of designing trails), transportation convenience (e.g., external transportation and shuttle buses), price (e.g., entrance ticket and merchandise), and public facility (e.g., trash cans, toilets, gazebo, rest chairs, and barrier-free space) should be improved with priority, to increase the satisfaction of the visitors to the forest park.

Influence of local food attributes and perceived benefits on post‐tasting responses through tourists' local food consumption

AbstractThis study aims to identify experience of international food tourists in Hong Kong. More specifically, it was to analyze the functions of local food attributes and benefits from local food consumption on satisfaction, behavioral intention, and destination familiarity. The adopted methods used to achieve the objectives were impact‐range performance analysis (IRPA) and impact asymmetry analysis (IAA). After undertaking a survey using a sample of international tourists in Hong Kong, a total of 1,184 questionnaires were employed for data analyzes. Results of exploratory factor analyzes generated three domains of local food attributes and two domains of benefits sought from tasting local foods. Unlike multiple regression analyzes, IRPA and IAA produced various results for marketing implications. For example, epistemic benefit was classified as a “satisfier,” whereas food novelty attribute, emotional benefit, and food quality attribute were labeled as “dissatisfiers.” In addition, restaurant quality attribute was considered a “frustrator.” Thus, the three dependent variables have different roles in explaining local food attributes and consumption benefits.

Prioritizing neighborhood attributes to enhance neighborhood satisfaction: An impact asymmetry analysis

Using the data from residents in urban, suburban, and exurban neighborhoods in Xi'an, China, this study employs impact asymmetry analysis to examine the non-linear influences of neighborhood attributes on resident satisfaction. The results show that important environmental correlates of neighborhood satisfaction differ by neighborhood type and the differences reflect the unique characteristics of the neighborhoods. Furthermore, the majority of the important neighborhood attributes have asymmetric influences on neighborhood satisfaction, challenging the linear assumption commonly adopted in neighborhood satisfaction studies. The asymmetricity implies the importance hierarchy of neighborhood attributes in generating resident satisfaction. We prioritize neighborhood attributes for enhancing resident satisfaction through asymmetric importance-performance analysis.

Building brand equity through communication consistency in luxury hotels: an impact-asymmetry analysis

PurposeThis paper examines the development of customer-based brand equity through communication consistency in a luxury hotel segment. Communication consistency is considered as a basic principle of the integrated marketing communications (IMC) approach.Design/methodology/approachThe empirical research was conducted among 223 guests during their stay in five-star deluxe luxury hotels in a Mediterranean country. Data are analyzed through the PLS technique and impact-asymmetry analysis.FindingsCommunication consistency is found to have a strong positive impact on all brand equity dimensions, especially on brand trust, brand image and perceived quality. The impact-asymmetry analysis further revealed negatively asymmetric relationships between communication consistency and six out of seven brand equity dimensions, except for affective commitment.Research limitations/implicationsSome restrictions related to the measurement scales should be mitigated in future research.Practical implicationsCommunication consistency is confirmed as a core management practice in luxury hotel business. Marketing professionals operating in this industry are therefore confronted with increasing challenges of efficient management of IMC.Originality/valueThis work addresses several research calls from the most recent marketing and hospitality literature. The analysis of the impact of communication consistency has extended our knowledge on the potential of IMC in creation of a strong brand. Obtained insights into the shape of the relationship between communication consistency and seven different brand equity dimensions help to better understand the process of brand equity building in a luxury hotel setting.