Hemmington, Nigel; Kim, Peter Beomcheol; Wang, Cindie - In: Journal of Service Theory and Practice 28 (2018) 1, pp. 2-25
Purpose: Importance-performance analysis (IPA) is an effective tool for firms to prioritise service quality attributes, but has limitations in evaluating and enhancing service quality within a competitive environment. The purpose of this paper is to present an evolved model of IPA –...
