Using European tourists to sun and sand destinations, this article analyzes the factor structure of tourist satisfaction. The factors that define tourist services can be classified into three types: those factors that increase tourist satisfaction, those that only prevent the tourist from feeling dissatisfied, and those factors that can work both ways. Placing attributes of the sun and sand product on the proposed three groups should allow destinations to identify key drivers of satisfaction. To do this, two methods have been used: the importance grid and the penalty—reward analysis. The penalty—reward analysis appears to be more appropriate, allowing for the identification of the three-factor structure.
Aguiló, E., J. Alegre, and M. Sard ( 2005). "The Persistence of the Sun and Sand Tourism Model." Tourism Management, 26 (2): 219-23.
2.
Alegre, J., and M. Cladera ( 2006). "Repeat Visitation in Mature Sun and Sand Holiday Destinations ." Journal of Travel Research, 44: 288-97.
3.
Anderson, E.W., and V. Mittal ( 2000). "Strengthening the Satisfaction-Profit Chain."Journal of Service Research, 3 (2): 107-20.
4.
Baker, D., and J. Crompton ( 2000). "Quality, Satisfaction and Behavioral Intentions."Annals of Tourism Research, 27 (3): 785-804.
5.
Bartikowski, B., and S. Llosa ( 2002). "Categorizing Attributes in Relation to Overall Customer Satisfaction in Services. Modelizations of the Theory of Variant and Invariant Weights." Working Paper, Centre d’Etudes et de Recherche sur les Organisations et la Gestion, Université de Droit, d’Economie et des Sciences d’Aix-Marseille.
6.
Bartikowski, B., and S. Llosa ( 2004). "Customer Satisfaction Measurement: Comparing Four Methods of Attribute Categori-sations."Service Industries Journal , 24 (4): 67-82.
7.
Berman, B. ( 2005). "How to Delight Your Customers." California Management Review, 48 (1): 129-51.
8.
Bitner, M.J., B.H. Booms, and M.S. Tetreault ( 1990). "The Service Encounter: Diagnosing Favourable and Unfavourable Incidents." Journal of Marketing, 54: 71-84.
9.
Brandt, R.D. ( 1987). "A Procedure for Identifying Value-Enhancing Service Components Using Costumer Satisfaction Survey Data." In Add Value to Your Service, edited by C. Suprenant.Chicago: American Marketing Association, pp. 61-65.
10.
Brandt, R.D. ( 1988). "How Service Marketers Can Identify Value-Enhancing Service Elements." The Journal of Services Marketing, 2 (3): 35-41.
11.
Brandt, R.D., and J. Scharioth ( 1998). "Attribute Life Cycle Analysis: Alternatives to the Kano-Method," in Proceedings of the 51th ESOMAR-Congress. Berlin, September 13-16, pp. 413-29.
12.
Busacca, B., and G. Padula ( 2005). "Understanding the Relationship between Attribute Performance and Overall Satisfaction." Marketing Intelligence and Planning , 23 (6): 543-61.
13.
Chu, R. ( 2002). "Stated-Importance versus Derived-Importance Customer Satisfaction Measurement." Journal of Services Marketing, 16 (4): 285-301.
14.
Crompton, J.L., and L.L. Love ( 1995). "The Predictive Validity of Alternate Approaches to Evaluating the Quality of a Festival." Journal of Travel Research, 34 (1): 11-24.
15.
Crouch, G.I., and J.R.B. Ritchie ( 1999). "Tourism, Competitiveness, and Social Prosperity."Journal of Business Research, 44: 137-52.
16.
Deng, W. ( 2007). "Using a Revised Importance-Performance Analysis Approach: The Case of the Taiwanese Hot Spring Tourism." Tourism Management , 28: 1274-84.
17.
Dwyer, L., and C. Kim ( 2003). "Destination Competitiveness: Determinants and Indicators ." Current Issues in Tourism, 6 (5): 369-414.
18.
Erto, P., and A. Vanacore ( 2002). "A Probabilistic Approach to Measure Hotel Service Quality ." Total Quality Management, 13 (2): 165-74.
19.
Fallon, P., and P. Schofield ( 2006). "The Dynamics of Destination Attribute Importance." Journal of Business Research, 59: 709-13.
20.
Farsari, Y., R. Butler, and P. Prastacos ( 2007). "Sustainable Tourism Policy for Mediterranean Destinations: Issues and Interrelationships." International Journal of Tourism Policy, 1 (1): 58-78.
21.
Fuchs, M. ( 2002). "Benchmarking Indicator Systems and Their Potential for Tracking Guest Satisfaction." Tourism-An Interdisciplinary Journal, 50 (2): 141-55.
22.
Fuchs, M., and K. Weiermair ( 2003). "New Perspectives of Satisfaction Research in Tourism Destinations." Tourism Review, 58 (3): 6-14.
23.
Fuchs, M., and K. Weiermair ( 2004). "Destination Benchmarking: An Indicator-System Potential for Exploring Guest Satisfaction."Journal of Travel Research , 43 (February): 212-25.
24.
Füller, J., and K. Matzler ( 2007a). "Customer Delight and Market Segmentation: An Application of the Three-Factor Theory of Customer Satisfaction on Life Style Groups." Tourism Management, 29 (1): 116-26.
25.
Füller, J., and K. Matzler ( 2007b). "Virtual Product Experience and Customer Participation-A Chance for Customer-Centred, Really New Products." Technovation , 27: 378-87.
26.
Füller, J., K. Matzler, and R. Faullant ( 2006). "Asymmetric Effects in Customer Satisfaction." Annals of Tourism Research, 33 (4): 1159-63.
27.
Govern de les Illes Balears. ( 2007). El turisme a les Illes Balears. Dades informatives 2006. http://www.inestur.es. (accessed September 28, 2009).
28.
Johnston, R. ( 1995). "The Determinants of Service Quality: Satisfiers and Dissatisfiers." International Journal of Service Industry Management, 6 (5): 53-71.
29.
Kano, N. ( 1984). "Attractive Quality and Must-Be Quality." Journal of the Japanese Society for Quality Control, 1 (4): 39-48.
30.
Knowles, T., and S. Curtis ( 1999). "The Market Viability of European Mass Tourist Destinations: A Post-Stagnation Life-Cycle Analysis." International Journal of Tourism Research, 1: 87-96.
31.
Kozak, M. ( 2002). "Destination Benchmarking." Annals of Tourism Research, 29 (2): 497-519.
32.
Kozak, M., and M. Rimmington ( 1999). "Measuring Tourist Destination Competitiveness: Conceptual Considerations and Empirical Findings." International Journal of Hospitality Management, 18: 273-83.
33.
Kuo, Y.F. ( 2004). "Integrating Kano’s Model into Web-Community Service Quality." Total Quality Management and Business Excellence , 15 (7): 925-39.
34.
Manera, C., and J. Garau ( 2006). "The Recent Evolution and Impact of Tourism in the Mediterranean: The Case of Islands Regions, 1990-2002." Fondazioni Eni Enrico Mattei. Nota di Lavoro108.2006 .
35.
Matzler, K., F. Bailom, B. Hinterhuber, B. Renzl, and J. Pichler ( 2004). "The Asymmetric Relationship between Attribute Level Performance and Overall Customer Satisfaction: A Reconsideration of the Importance-Performance Analysis."Industrial Marketing Management, 33: 271-77.
36.
Matzler, K., M. Fuchs, and A.K. Schubert ( 2004). "Employee Satisfaction: Does Kano’s Model Apply ?" Total Quality Management, 15 (9/10): 1179-98.
37.
Matzler, K., and H.H. Hinterhuber (1998). "How to Make Product Development Projects More Successful by Integrating Kano’s Model of Customer Satisfaction into Quality Function Deployment." Technovation, 18 (1): 25-38.
38.
Matzler, K., H.H. Hinterhuber, F. Bailom, and E. Sauerwein ( 1996). "How to Delight Your Customers." Journal of Product and Brand Management, 5 (2): 6-18.
39.
Matzler, K., H. Pechlaner, and H. Siller ( 2001). "Die Ermittlung von Basis-, Lesitungs- und Begeisterungs- Faktoren der Gästezufriedenheit [The Identification of Basic, Performance and Delighting Factors of Guests Satisfaction]." Tourismus Journal, 5 (4): 445-69.
40.
Matzler, K., B. Renzl, and S. Rothenberger (2006). "Measuring the Relative Importance of Service Dimensions in the Formation of Price Satisfaction and Service Satisfaction: A Case Study in the Hotel Industry." Scandinavian Journal of Hospitality and Tourism, 6 (3): 179-96.
41.
Matzler, K., and E. Sauerwein ( 2002). "The Factor Structure of Customer Satisfaction: An Empirical Test of the Importance-Grid and the Penalty-Reward-Contrast-Analysis." International Journal of Service Industry Management, 13 (4): 314-32.
42.
Matzler, K., E. Sauerwein, and K.A. Heischmidt (2003). "Importance-Performance Analysis Revisited: The Role of the Factor Structure of Customer Satisfaction ." The Services Industries Journal, 23 (2): 112-29.
43.
Mittal, V., and P.M. Baldasare ( 1996). "Eliminate the Negative: Managers Should Optimize Rather Than Maximize Performance to Enhance Patient Satisfaction." Journal of Health Care Marketing, 16 (3): 24-31.
44.
Mittal, V., and J.M. Katrichis ( 2000). "Distinctions between New and Loyal Customers." Marketing Research, 12 (1): 26-32.
45.
Mittal, V., W.T. Ross, and P.M. Baldasare ( 1998). "The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions." Journal of Marketing, 62 (1): 33-47.
46.
Moutinho, L. ( 2000). "Trends in Tourism." In Strategic Management in Tourism, edited by L. Moutinho.Wallingford, UK: CAB International, pp. 3-16.
47.
Nilsson-Witell, L. ( 2005). "Dynamics of Service Attributes: A Test of Kano’s Theory of Attractive Quality." International Journal of Service Industry Management, 16 (2): 152-68.
48.
Pawitra, T.A., and K.C. Tan ( 2003). "Tourist Satisfaction in Singapore-A Perspective from Indonesian Tourists." Managing Service Quality, 13 (5): 399-411.
49.
Poon, A. ( 1993). Tourism, Technology and Competitive Strategies. Wallingford, UK: CAB International.
50.
Sauerwein, E., F. Bailom, K. Matzler, and H.H. Hinterhuber (1996). "The Kano Model: How to Delight Your Customers." In Preprints Volume I of the IX International Working Seminar on Productions Economics, Innsbruck, Austria.
51.
Schvaneveldt, S., T. Enkawa, and M. Miyakawa ( 1991). "Consumer Evaluation Perspectives of Service Quality: Evaluation Factors and Two-Way Model of Quality." Total Quality Management, 2 (2): 149-61.
52.
Stauss, B., and B. Hentschel ( 1992). "Attributed-based versus Incident-based Measurement of Service Quality: Results of an Empirical Study in the German Car Service Industry ." In Quality Management in Services, edited by P. Kunst and J. Lem-mick.Van Gorcum: Assen, pp. 59-78.
53.
Tan, K.C., and T.A. Pawitra ( 2001). "Integrating SERVQUAL and Kano’s Model into QFD for Service Excellence Development." Managing Service Quality , 11 (6): 418-30.
54.
Tan, K.C., and X.-X. Shen ( 2000). "Integrating Kano’s Model in the Planning Matrix of Quality Function Deployment." Total Quality Management , 11 (8): 1141-51.
55.
Tan, K.C., M. Xie, and X.-X. Shen ( 1999). "Development of Innovative Products Using Kano’s Model and Quality Function Deployment." International Journal of Innovation Management, 3 (3): 271-86.
56.
Ting, S.-C., and C.-N. Chen ( 2002). "The Asymmetrical and Nonlinear Effects of Store Quality Attributes on Customer Satisfaction." Total Quality Management , 13 (4): 547-69.
57.
Tontini, G., and A. Silveira ( 2007). "Identification of Satisfaction Attributes Using Competitive Analysis of the Improvement Gap." International Journal of Operations and Production Management, 27 (5): 482-500.
58.
Trauer, B., and C. Ryan, C. (2005). "Destination Image, Romance and Place Experience-An Application of Intimacy Theory in Tourism." Tourism Management, 26: 481-91.
59.
Vavra, T.G. ( 1997). Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analysing and Reporting Customer Satisfaction Measurement Program. Milwaukee, WI: ASQC Quality Press.
60.
Yoon, Y., and M. Uysal ( 2005). "An Examination of the Effects of Motivation and Satisfaction on Destination Loyalty: A Structural Model." Tourism Management , 26: 45-56.
