Importance-performance Analyses Research Articles

Integrating importance- performance analysis into transboundary natural resource management of water trails: Case study at the Chattahoochee river national recreation area water trail in Atlanta, GA (USA)

Despite growth in National Water Trail designations year after year along with paddlesports popularity, there is little research on water trail users' experiences within transboundary managed water trail systems. Specifically, there is a lack of evidence regarding which experiential attributes paddlers' find important and how these transboundary zones perform on those attributes. This is problematic because the entities managing transboundary water trail zones do not know if there are common attributes that are important to all water trail users and if they are providing satisfactory water-based recreational experiences based on these expectations. With this gap in mind, this research integrates the domain of Transboundary Natural Resource Management for National Water Trail Systems with the analytical method of Importance-Performance Analysis (IPA) to explicitly compare paddlers’ perceptions (n = 360) of 12 water trail attributes between two different management zones (city park vs. federal National Park Service) of the Chattahoochee River National Recreation Area Water Trail in Atlanta, GA (USA). Results revealed that paddlers within both management zones place high importance on the biophysical attribute of water quality yet are equally dissatisfied with the performance of water quality, a reported decades long issue for the Chattahoochee River. Additionally, paddlers within the National Park Service zone expressed greater dissatisfaction with the lack opportunities available for quiet spaces and paddling in undeveloped areas. Results also indicated that water trail visitors had various levels of expectations and perceptions of river setting attributes that differed by management zones. A focused understanding of how physical, social, and managerial attributes of National Water Trails are perceived by recreational users (e.g., paddlers) aids transboundary natural resource efforts in collaborative decision making to better balance river conservation and recreation management for the future sustainability of National Water Trails. Management implications•The increasing popularity of river-based recreation and National Water Trail Systems spanning multiple jurisdictional zones justifies the need to proactively discuss transboundary visitor use management and collaboration across resource management entities (e.g., federal, municipal, private, state, etc.).•Importance-Performance Analyses (IPA) are a cost-effective and relatively intuitive method for managers across multiple jurisdictions to collaboratively manage the satisfactory performance of recreational setting attributes, while also allowing visitors to express their opinions and perspectives on current and future managerial elements.•Managers can gain a stronger understanding of the process to evaluate river setting indicators through analytical methods (e.g., IPA) that may save them time and money, as well as provide a logical decision-making pathway to prioritizing action within the Interagency Visitor Use Management Framework (IVUMF) for parks, rivers, and other protected areas.

An Importance-Performance Analysis of Korean Middle School Students' Health Management Awareness during the Post-COVID-19 Era Depending on Sex.

This study aimed to conduct importance-performance analyses (IPAs) based on Korean middle school students' health management awareness during the post-coronavirus disease 2019 (COVID-19) era. Data were collected from 867 Korean middle school students (13-15 years old) via online and offline surveys between May and June 2023. Frequency analysis, reliability analysis, IPA based on the entire student group, and IPA depending on sex were carried out with the collected data, which revealed the following. First, regardless of sex, the IPA results indicated that four factors of mental health were located in the third quadrant, with one factor of the same variable in the fourth quadrant. The three factors of disease management were located in the third quadrant. Regarding physical activity, two factors were located in the first quadrant, one in the second quadrant, and one in the third quadrant. Regarding sleep management, two factors were located in the second quadrant, one in the third quadrant, and one in the first quadrant. Regarding eating management, two factors were located in the third quadrant and one in the fourth quadrant. Regarding the social distancing variable, all four factors were located in the third quadrant. Regarding hygiene management, two factors were located in the first quadrant, one in the third quadrant, and one in the fourth quadrant. Furthermore, the IPA results indicated sex differences in regular sports and vigorous movement activities associated with physical activity. Additionally, a sex difference was observed in regular diet associated with eating management. This study proposed possible measures for encouraging middle school students to recognize the importance of health and increase their health-related performance during the COVID-19 endemic phase.

Wine tourism experiences of Chinese tourists: a tourist-centric perspective

PurposeWine tourism is gaining increasing popularity among Chinese tourists, making it necessary to thoroughly examine tourist behavior. While online reviews posted by wine tourists have been extensively studied from the perspectives of destinations and wineries, the perspective of the tourists themselves has been overlooked. To address this gap, this study aims to identify significant attributes intrinsic to the tourism experiences of Chinese wine tourists by adopting a text-mining approach from a tourist-centric perspective.Design/methodology/approachThe authors use topic modeling to extract these attributes, calculate topic intensity to understand tourists’ attention distribution across these attributes and conduct topical sentiment analysis to evaluate tourists’ satisfaction levels with each attribute. The authors perform importance-performance analyses (IPAs) using topic intensity and sentiment scores. Furthermore, the authors conduct semistructured in-depth interviews with Chinese wine tourists to gain insights into the underlying reasons behind the key findings.FindingsThe study identifies eleven attributes for domestic wine tourists and seven attributes for outbound wine tourists. From the reviews of both domestic and outbound tourists, three common attributes have been identified: “scenic view”, “wine tasting and purchase” and “wine knowledge”.Practical implicationsAccording to the results of the IPAs, there is a pressing need for enhancements in the wine tasting and purchasing experience at domestic wine attractions. Additionally, managers of domestic wine attractions should continue to prioritize the positive aspects of the family trip experience and scenic views. On the other hand, for outbound wine attractions, it is crucial for managers to maintain their efforts in providing opportunities for wine knowledge acquisition, ensuring scenic views and upholding the reputation of wine regions.Originality/valueFirst, this study breaks new ground by adopting a tourist-centric perspective to extract significant attributes from real wine tourism reviews. Second, the authors conduct a comparative analysis between Chinese wine tourists who travel domestically and those who travel abroad. The third novel aspect of this study is the application of IPA based on textual review data in the context of wine tourism. Fourth, by integrating topic modeling with qualitative interviews, the authors use a mixed-method approach to gain deeper insights into the experiences of Chinese wine tourists.

What drives higher active customer engagement in luxury brands’ social media? Measurement and contingencies

This study investigates customer engagement behaviors related to luxury brands on social media, focusing on the motives driving active and passive engagement. Applying a sequential mixed methods approach, drawing on netnographic and survey data analyses, the study identifies 10 emergent themes across intrinsic and extrinsic motives that shape overall motivation for social media engagement with luxury brands. Findings from the netnographic analysis provide empirical insights into customer motivations, which inform the development of hypotheses tested through quantitative analysis. The results highlight the roles of intrinsic motivations, such as entertainment, authenticity, gratitude, experience sharing, nostalgia, aesthetics, and lifestyle inspiration. Further, extrinsic motivations such as social support, utilitarian rewards, and social status seeking are revealed to influence customers' attitudes and behaviors toward luxury brands on social media. The findings regarding the necessary condition and importance-performance matrix analyses provide additional nuanced insights into the necessity and importance of intrinsic and extrinsic motivations for active and passive engagement on social media by customers. The study also clarifies the moderating effects of customers’ value for money orientation and brand identification on the relationship between overall motivation and engagement behaviors. The findings provide a granular understanding of luxury customer behavior on social media, offering valuable insights for luxury brand managers aiming to foster stronger customer–brand relationships.

An Empirical Study on the Tourist Cognitive Evaluations of Tourism Public Services in Xinjiang Province, China

In the post-pandemic era, there has been a noticeable increase in tourism demand in China, and the comprehensive driving role of tourism in the national economy and social development has become more pronounced. Tourism public service providers, which are led by the government, urgently need to consider methods for enhancing the efficacy of public services in tourism to meet tourist demands, methods for further attracting more visitors, and methods for achieving sustainable and high-quality development in the tourism industry. However, despite the continuous enrichment and enhancement of the content and quality of tourism public services by Chinese government departments, the current research on government-provided tourism public services in underdeveloped areas is still relatively scarce in terms of tourists’ cognitive evaluations. Therefore, this study focuses on five 5A-rated scenic areas in Xinjiang, where 1122 valid questionnaires were distributed. In using exploratory factor analysis and confirmatory factor analysis, we established an evaluation system for Xinjiang’s tourism public services. Paired sample t-tests and importance–performance analyses (IPA) were employed to assess the importance and satisfaction of the aforementioned indicators. The results showed the following: (1) The tourism public service quality scale comprised 47 measurement items across four dimensions and exhibited high reliability, convergent validity, and discriminant validity. (2) The average satisfaction score across the 47 indicators was 3.90, thus indicating a favorable assessment of Xinjiang’s tourism public services by visitors. In addition, the highest satisfaction noted was in well-established safety assurance mechanisms (4.46), and the lowest was recorded in facial recognition entry systems (3.35). (3) The IPA results suggest that aspects such as comprehensive traffic guidance signage, affordability of transportation, and convenience of access are factors that require maintenance. Clear safety guidelines and warning systems, truthful promotion, and emphasis on protecting tourist rights are in the potential advantage area. The promotion of paid leave policies requires moderate attention, while intelligent parking lots, electronic all-in-one cards for scenic areas, and one-click rescue indicators necessitate improvement. These research findings have significant practical implications for the construction of public services in Xinjiang’s tourism.

Looking beyond performance: understanding service quality through the importance-performance analysis

ABSTRACT The majority of sport service quality research uses a performance-only measurement technique, a major departure from the foundational theories upon which those studies are grounded. In this study we examined the utility of importance-performance analyses (IPA) to the measurement of sport service quality. Importance-performance analysis has been scantly used in sport literature, and the research that has employed it has ignored advancements: Gap 1 analysis, Gap 2 analysis, and three-factor theory. Data were collected via a partnership with a professional soccer club in the United States. A total of 680 respondents completed the online questionnaire, and responses were used to conduct the four analyses. Results demonstrate the utility of IPA and benefits of measuring both importance and performance to understand consumer attitudes when making service attribute decisions.

Influence of Lifestyle Habits in the Development of Obesity during Adolescence.

Background: The alarming increase in childhood obesity is a global public health problem since it has significant health consequences. This cross-sectional study aimed to identify the potentially modifiable risk factors for developing excess weight and determine the importance of developing certain habits to prevent childhood overweight and obesity. Methods: The sample included 416 students between the ages of 12 and 14 (12.8 ± 0.62) first-year high school students from Murcia in Spain. Data were collected on their lifestyle habits through the ENHASA questionnaire, and the somatometry of the participants was measured. Such data were studied through structural equation modeling and importance-performance map analyses. Results: The modifiable risk factors that presented the greatest potency directly regarding when developing excess weight in adolescents were ‘use of electronic devices’ and ‘not performing physical activity’ (p < 0.001). ‘Social and school environment’ and ‘diet’ showed relationships but no significant differences with overweight or obesity. Globally, the lifestyle habit of the greatest importance for not being overweight was ‘engagement in extracurricular physical activities’. On the other hand, the habits related to using new technologies in a sedentary way showed the best capacity for improvement. Therefore, it would be very efficient to focus on them to control excess weight. Conclusion: Responsible and limited use of screens and engaging in extracurricular physical activities may be the most remarkable and cost-effective strategies for obesity prevention programs.

The development of nurses’ core competencies and the analysis of validity and importance-performance

Purpose: The purpose of this study was to develop nurses’ core competencies and sub-competencies and to verify the validity and importance-performance of core competencies.Methods: The core competencies of nurses were derived through an analysis of strengths, weaknesses, opportunities, and threats, as well as a literature analysis of domestic and foreign accreditation institutions. Validity and importance-performance analyses were conducted on the core competencies derived from nursing colleges nationwide.Results: Six core competencies of nurses were revealed: integration of knowledge and nursing skills, critical thinking, communication, leadership, safety management, and global competency. Further, eighteen sub-competencies were derived. The content validity ratio values for the core competencies were higher than 0.74. Communication skills among multidisciplinary teams and communication skills among nursing teams were shown to be the most important competencies to be improved.Conclusion: The results of this study are meaningful in terms of how the core competencies of nurses were derived and evaluated for the fourth cycle of nursing education accreditation according to the changes of time and culture.

Importance-performance analysis of residents' and tourists’ preferences for water-based recreation in the Southeastern United States

Increasing demand for water-based recreation comes with the need for recreation site managers to consider how to best satisfy different stakeholder groups. However, much of the previous water-based recreation literature has treated resident users and tourist users as one homogeneous group despite differences in frequency of use, proximity to site, and economic importance of visitation to the local economy. Hence, this study segmented residents from tourists and conducted separate importance performance analyses (IPA) to see if these two distinct groups have different preferences for and perceptions of stream-access sites in southeast Appalachia. Data were collected using an intercept survey method across ten different Tennessee Valley Authority stream-access sites in north Georgia and western North Carolina. Independent samples t-tests reveal significant differences between residents and tourists on 10 of the 23 importance attributes and performance attributes. The IPAs reveal different quadrant placements for 9 of the 23 attributes. Specifically, tourists expressed greater dissatisfaction with information accessibility such as online information and river maps, and residents tended to place higher importance on the boating aspects of stream-access sites with higher levels of importance placed on attributes such as ramps, put in and take out sites, and room to maneuver trailers, illustrating the efficacy of segmenting residents and tourists within the context of IPA. Implications include management aims addressing both residents' and tourists’ preferences for stream-access sites to simultaneously enhance regional tourism for its economic benefits while enriching the experiences of residents.

Feeling (un)welcome in Switzerland: The perception of commercial hospitality by domestic and international tourists

Hospitality has been identified as one of the vital enhancing services of tourism organizations. However, insights about how tourists perceive the hospitality of touristic service providers and how these perceptions vary between guests of different origins are still scarce. Using the case of Switzerland, we conducted a survey of 600 tourists to investigate the different perceptions of hospitality by domestic and international guests in touristic service encounters. The results confirm the idea that domestic tourists are more demanding and less satisfied with the hospitality of touristic service providers than international guests. The regression analyses further indicate that tourists’ gender and age influence their hospitality perceptions. Importance–performance analyses on single dimensions of the hospitality concept suggest that touristic service providers’ professional expertise is a key area in which to improve the hospitality perceptions of both domestic and international tourists.

The performance effects of management control instruments in different stages of new product development

PurposeThe study builds on existing research in management control (MC) and innovation management. The purpose of this study is to identify patterns in the application of MC instruments which contribute to successful innovation. The application of MC instruments can reduce potential risks and make the new product development (NPD) process more transparent and efficient.Design/methodology/approachThe authors use dyadic data to determine the effect of 58 MC instruments on NPD process stage-specific performance and subsequent innovation and firm success. To provide empirical evidence of each MC instrument’s effectiveness, three importance-performance matrix analyses were conducted that assess the impact of each MC instrument.FindingsThe authors identify patterns in the application of MC instruments which contribute to successful innovation activities and the authors determine the impact of MC instruments on NPD performance, innovation performance and firm performance in different stages of the NPD process.Practical implicationsThe authors provide knowledge that can be used by managers to review their actual application of MC in the NPD process and to select their instrument set.Originality/valueThe authors contribute to the MC literature by examining data from a cross-industry study on the effects of MC instruments during the NPD process. The authors include a comprehensive set of MC instruments and show how their effect changes between the different stages of the NPD process.

Improving Service Quality of Metro Systems—A Case Study in the Beijing Metro

In this study, we propose a method that combines Bayesian network, structural equation modeling, and importance-performance analyses to evaluate and improve the service quality of crowded metros from the point of service components. First, service components that influence the service satisfaction of crowded metros are investigated, and 7 service components and 27 factors are collected from the perspective of metro daily operation. Correspondingly, 8,011 sample questioners are collected using both online (i.e. microblog and WeChat) and face-to-face survey methods. The usage of these service components is more practical for metro managers to improve service quality than the factor analysis methods used in previous studies. Second, a hybrid method combining Bayesian network and structural equation modeling is proposed to establish the relationship between service quality and these service components and factors. This hybrid method can learn the uncertain relationship directly from the data, explain the psychological element, and pinpoint the crucial service component. It is concluded that security check and waiting for boarding have the greatest effect on the overall satisfaction. With the help of importance-performance analyses, some practical suggestions (e.g., theme stations, women-only carriages, and one-day ticket) are proposed to optimize bottleneck service components and thus improve the service quality of daily metro operation. Further, heterogeneity of service quality satisfaction for various groups of respondents is discussed, which contributes to effective strategies for satisfaction improvement.

Listening to the voice of students, developing a service quality measuring and evaluating framework for a special course

PurposeThe purpose of this paper is to propose a service quality measuring and evaluating framework for courses that are not part of the regular end-of-semester course evaluation system because of their special characteristics. The results of an academic year-long application are also to be demonstrated.Design/methodology/approachBased on the SERVQUAL methodology and specific models proposed in the literature, altogether 26 statements related to project works were formulated, in case of which, students rated both the importance and performance addressed in each statement on a seven-point Likert scale. With an average 68 per cent response rate and more than 500 filled out questionnaires, importance-performance analyses complemented with statistical analysis were executed to investigate whether there are any differences between the different levels of project work courses, programmes, levels of studies and sub-departments. These results were then followed by focus group interviews by further addressing the importance issues.FindingsBased on the joint conclusions drawn from the statistical analyses and extracted from focus groups, those statements were highlighted that can be considered as dealing with critical to quality issues. The results have been utilized to adjust the questionnaire according to the “voice of students”.Research limitations/implicationsA complex approach is adopted to measure and evaluate service quality on a course level in the form of a post-course questionnaire. The first results lay the foundation for managerial decisions related to project work courses and supervising processes according to the plan–do–check–act philosophy.Originality/valueDuring project works, students can master the necessary professional knowledge and those inevitable soft skills that are needed to be successful in the labour market. Therefore, the measurement and evaluation of project work courses may provide new information on course-level service quality and may be linked to total student experience results.

Comparison-based perceived attribute performance as a better antecedent of satisfaction, value and loyalty

PurposeProduct performance measurements have been used to explain other business performance variables. The purpose of this paper is to propose that, regarding Mexican consumers, the “comparison-based perceived attribute performance” (CAP) approach is a better predictor of outcomes, such as satisfaction, value and loyalty, compared with the traditional measurement of “non-comparison-based perceived attribute performance” (NCAP). These two forms of assessing attribute-level performance may be considered as different constructs.Design/methodology/approachUsing these two approaches, empirical tests were performed to attribute performance measurement and were conducted on products from two different categories: tequila and liquid dishwashing detergent. Regression analyses were performed using Mexican consumer samples ofn=295 andn=239, respectively.FindingsAs opposed to NCAP, CAP measurements yielded higher statistical levels of satisfaction, value and loyalty for both product categories. In the case of tequila, factor analysis indicated a clear separation between the two types of measurements, suggesting that they should be considered distinct constructs. However, this was not found for the other product category.Originality/valueCAP, which has better potential to predict outcomes than NCAP, could have relevant implications in brand positioning assessment and importance-performance analyses.

Understanding Emerging Adults’ National Attachments and Their Reactions to Athlete Activism

Recently, striking numbers of U.S. professional athletes have protested social injustices during the customary pregame national anthem (e.g., not standing in protest to police brutality). Fans have met athletes’ protests with mixed reactions, thus calling into question whether fans’ national attachments might help explain their reactions. In this empirical study of emerging adults ( N = 514), we posit and find that disapproval of athlete activism is related significantly to overall national attachment. Decomposing national attachment into its respective subdimensions, we also find that fans’ disapproval relates most strongly to uncritical patriotism followed by national identity, symbolic patriotism, and constructive patriotism. Leveraging partial least squares structural equation modeling (PLS-SEM) and importance-performance analyses, we offer a rare multifaceted look into how national attachments can shape fans’ reactions to athletes’ social protest behaviors.

Financial Planning for Retirement: Age-Related Differences Among Spanish Workers

This article tests an integrated model of financial planning for retirement (FPR), with 948 Spanish workers aged between 30 and 63. Overall, the three model dimensions—capacity, willingness, and opportunities to plan and save—show a significant association with financial planning for retirement. The moderator role of age in the relationships between antecedents and financial planning was tested. Consistent with our hypothesis, younger participants showed a greater level of FPR if they were characterized by a high level of education. The interaction between both age and psychological preparation for retirement and retirement goals clarity failed to reach statistical significance. We discuss how financial planning effectiveness could be increased based on the results of importance-performance map analyses.

Entrepreneurial orientation

PurposeScholarship in the entrepreneurship and marketing literatures has helped advance thinking about how health care organizations create value for companies and consumers. However, there is an ongoing need for empirical research; hence, the purpose of this paper is to examine how entrepreneurial orientation and customer orientation influence healthcare (retail pharmacy) industry performance.Design/methodology/approachUsing a sample of the US retail pharmacies, the study applies partial least squares structural equation modeling to identify the direct and indirect effects of the entrepreneurial orientation constructs on company performance. The study also includes importance–performance analyses to prioritize for managers which orientations, dimensions and respective manifest items merit the most critical attention as contributors to pharmacy performance.FindingsWe find that the entrepreneurial orientation has a significant impact on customer orientation and company effectiveness. We also find that three dimensions – innovation, risk-taking, and proactiveness – exhibit stronger importance and performance than autonomy and competitive aggressiveness.Research limitations/implicationsWhile the present study employs data from firms of various sizes, it is limited to firms in the pharmacy industry. Although this study included established EO measures, one of the risk taking items was dropped from the final analysis. In certain research contexts, this result may or may not be consequential. Finally, this study employed nonfinancial measures for measuring performance. Using such measures is not uncommon and can offer insightful linkages to long-term organizational strategies in ways not afforded by conventional financial measures (Ittner and Larcker 2000); however, future research should, if possible, aim to capture financial and nonfinancial data.Practical implicationsIn the dynamic healthcare environment, entrepreneurial pharmacies that have the ability to innovate, take risks and be proactive can provide superior customer orientation and hence better performance.Social implicationsHealth care industry in general and pharmacies in particular have to be entrepreneurial to meet customer needs and hence the wellbeing of the society With the aging population and growth of complex diseases, pharmacies can provide better access to care delivery if they have entrepreneurial orientation.Originality/valueIn this study, partial least square modeling technique along with importance performance analysis was adopted for first time in this literature to identify key factors that contribute to EO. The findings will aid pharmacy managers to focus their initiatives on the three key dimensions to succeed in their retail pharmacy business.

Servicescape attributes and consumer well-being

Purpose The purpose of this paper is to empirically demonstrate an effective method for assessing how servicescape attributes shape consumer well-being and to highlight the value of importance-performance analysis (IPA) within a services context. Design/methodology/approach This study surveyed frequent visitors to a travel destination to determine their perceived importance of and satisfaction with servicescape attributes. The responses were analyzed using a series of importance-performance analyses to determine the impact of each servicescape attribute on consumer well-being. Findings Key servicescape attributes contributing to the well-being of frequent visitors to a destination were identified. For example, weather; friendly residents; restaurants; and interaction with locals were identified as attributes with a “high impact” on well-being, although weather and friendly residents were satisfiers and restaurants and interaction with locals were identified as dissatisfiers. In total, 23 servicescape attributes were plotted on a matrix depicting each attribute’s range and type of impact. Practical Implications This study provides practitioners with an idea of which servicescape attributes are important in improving well-being and illustrates how IPA may be used to identify attributes of any transformative service. Additionally, the analysis helps managers prioritize servicescape attributes for a more ideal allocation of scarce resources. These findings should be applicable to various contexts. Originality/value This paper is the only known study to examine effects of servicescape attributes on consumer well-being and one of few to use the modified IPA in a services context.

Derived importance-performance analysis and diagonal model in a Spanish municipality

This article presents and discusses empirical research into citizen satisfaction, conducted to measure the performance and management of local public policies. The object of the research is to evaluate the public safety policy of a Spanish city through a survey measuring citizen satisfaction with the local public services. Regression and ‘importance-performance analysis’ (IPA) were applied to the views expressed by a sample of citizens. One objective of the study reported is to use different derived importance values, from correlation and regression analysis, to compare the results of two ‘importance-performance analyses’. The concept of variant and invariant weights and the three-factor theory of customer satisfaction were also considered for the research. Results confirm that the ‘fire service’ is seen as a ‘dissatisfier’, a basic or flat attribute; they suggest that negative coefficient values could be associated with ‘dissatisfiers’ and that inherent discontinuity is only partly resolved in the partition importance-performance grid. The findings show that the results of the two IPAs differ using the traditional IPA grid but are similar with diagonal models of the partition IPA grid. Points for practitioners One of the main problems for political decision-makers in recent years has been the reconfiguration of the budget for the entity managed, such as a municipality, in the current situation of economic crisis. This article contributes to improving decision-making on the reallocation of money and resources in the face of restrictions and financial cuts.

Applying Importance–Performance Analysis With Simple Regression Model and Priority Indices to Assess Hotels' Service Performance

The purpose of this study was to propose a revised importance–performance analysis (RIPA) grid to improve the weaknesses of self-stated (or implicitly derived) importance and improvement (or resource reallocation) priority for service attributes in importance–performance analyses (IPAs). The importance derived from simple linear regression analyses was used to replace self-stated or implicit importance derived from multiple regression (or partial correlation) analyses in order to construct the RIPA grid, which not only measures attribute importance and performance but also easily and effectively identifies service management strategies. Also, this paper proposes improvement and resource reallocation priority indices to more effectively prioritize the improvement and resource reallocation of service attributes located in the “Concentrate Here” and “Possible Overkill” quadrants, respectively. A case study of tourist hotels is presented to demonstrate the application of the RIPA. The analyzed results show that the simple regression coefficients of all attributes were positive, but some multiple regression coefficients and partial correlation coefficients were negative. It revealed that using multiple regression analysis or partial correlation analysis to estimate attribute importance might be inappropriate, and simple linear regression analysis might be more reasonable in RIPA. The effective and appropriate action scheme for each service attribute can then be acquired using the RIPA approach. The study offers new insights into the attribute importance and improvement/reallocation priority in importance–performance analysis, resolves IPA grid weaknesses, and provides industries with a simple and useful management tool.