Enhancing importance‐performance analysis

International Journal of Productivity and Performance Management - Tập 55 Số 1 - Trang 40-60 - 2006
Jacob K.Eskildsen1, KaiKristensen1
1Center for Corporate Performance, The Aarhus School of Business, Aarhus, Denmark

Tóm tắt

PurposeThe interpretation of the importance/performance map is based on an assumption of independence between importance and performance but many studies question the validity of this assumption. The aim of this research is to develop a new typology for job satisfaction attributes as well as a new importance/performance map that can be an aid for organizations when they prioritize their improvement actions based on a job satisfaction study.Design/methodology/approachA typology for possible relationships between importance and performance in job satisfaction studies is developed based on theoretical considerations. This typology is then applied and validated on approximately 10,000 responses from the European Employee Index 2002. Ultimately a new importance/performance map for priority setting in job satisfaction studies is developed based on the new typology for possible relationships between importance and performance.FindingsThe result of this analysis showed that the assumption of independence between the importance and performance is invalid in certain situations.Research limitations/implicationsThe subsets in the analysis are not all independent since a respondent may appear in more than one subset. This is a problem with the data generating process that to some extent might influence the analysis.Practical implicationsProfound impact on the way that the importance/performance map should be interpreted since non‐proportional attributes will move both vertically as well as horizontally in the traditional importance/performance map as performance changes.Originality/valueThis paper gives a theoretical explanation for the presence of non‐proportional satisfiers and develops a new importance/performance map that takes the presence of non‐proportional satisfiers into account.

Từ khóa


Tài liệu tham khảo

Allen, N.J. and Meyer, J.P. (1996), “Affective, continuance and normative commitment to the organization: an examination of construct validity”, Journal of Vocational Behavior, Vol. 49, pp. 252‐76.

Anderson, E.W. and Mittal, V. (2000), “Strengthening the satisfaction‐profit chain”, Journal of Service Research, Vol. 3 No. 2, pp. 107‐20.

Bacon, D.R. (2003), “A comparison of approaches to importance‐performance analysis”, International Journal of Market Research, Vol. 45 No. 1, pp. 55‐71.

Baker, W.K. (1995), “Allen and Meyer's 1990 longitudinal study: a reanalysis and reinterpretation using structural equation modelling”, Human Relations, Vol. 48 No. 2, pp. 169‐86.

Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., Pouliot, F., Richter, R., Rubinoff, A., Shen, D., Timko, M. and Walden, D. (1993), “Kano's methods for understanding customer‐defined quality”, Center for Quality Management Journal, Vol. 2 No. 4 (special issue), pp. 3‐35.

Bollen, K.A. (1989), Structural Equations with Latent Variables, John Wiley & Sons, New York, NY.

Box, G.E.P. and Cox, D.R. (1964), “An analysis of transformations”, Journal of the Royal Statistical Society, Vol. 26 No. 2, pp. 211‐52.

Cassel, C., Hackl, P. and Westlund, A.H. (1999), “Robustness of partial least‐squares method for estimating latent variable quality structures”, Journal of Applied Statistics, Vol. 26 No. 4, pp. 435‐46.

Chu, R. (2002), “Stated‐importance versus derived‐importance customer satisfaction measurement”, Journal of Services Marketing, Vol. 16 No. 4, pp. 285‐301.

Clark, A.E. (2001), “What really matters in a job? Hedonic measurement using quit data”, Labour Economics, Vol. 8, pp. 223‐42.

Crompton, J.L. and Duray, N.A. (1985), “An investigation of the relative efficacy of four alternative approaches to importance‐performance analysis”, Journal of the Academy of Marketing Science, Vol. 13 No. 4, pp. 69‐80.

de Jonge, J., Dormann, C., Janssen, P.P.M., Dollard, M.F., Landeweerd, J.A. and Nijhuis, F.J.N. (2001), “Testing reciprocal relationships between job characteristics and psychological well‐being: a cross‐lagged structural equation model”, Journal of Occupational and Organizational Psychology, Vol. 74, pp. 29‐46.

Dixit, A.K. (1976), Optimization in Economic Theory, Oxford University Press, London.

Eby, L.T., Freeman, D.M., Rush, M.C. and Lance, C.E. (1999), “Motivational bases of affective organizational commitment: a partial test of an integrative theoretical model”, Journal of Occupational and Organizational Psychology, Vol. 72, pp. 463‐83.

Eskildsen, J.K. (1998), “Identifying the vital few – using the EFQM model”, Total Quality Management, Vol. 9 No. 4 and 5, pp. 92‐4.

Eskildsen, J.K. and Dahlgaard, J.J. (1999), “Improving employee satisfaction using focused self‐assessment”, paper presented at the International Conference on TQM and Human Factors, Linköping.

Eskildsen, J.K. and Dahlgaard, J.J. (2000), “Prioritising opportunities for improvement”, paper presented at the 3rd International Conference on “Building people and organisational excellence”, Åarhus, pp. 530‐7.

Eskildsen, J.K. and Nüssler, M.L. (2000), “The managerial drivers of employee satisfaction and loyalty”, Total Quality Management, Vol. 11 No. 4 and 5.

Eskildsen, J.K., Kristensen, K. and Westlund, A. (2004a), “Work motivation and job satisfaction in the Nordic countries”, Employee Relations, Vol. 26 No. 2, pp. 122‐36.

Eskildsen, J.K., Kristensen, K. and Westlund, A.H. (2004b), “Measuring employee assets”, Business Process Management Journal, Vol. 10 No. 4.

European Employee Index (2001), MarkedsConsult and CFI Group, Århus and Stockholm.

European Employee Index (2002), MarkedsConsult and CFI Group, Århus and Stockholm.

Ford, J.B., Joseph, M. and Joseph, B. (1999), “Importance‐performance analysis as a strategic tool for service marketers: the case of service quality perceptions of business students in New Zealand and the USA”, The Journal of Services Marketing, Vol. 13 No. 2, pp. 171‐86.

Fornell, C. and Cha, J. (1994), “Partial least squares”, in Bagozzi, R.P. (Ed.), Advanced Methods of Marketing Research, Blackwell, Cambridge.

Gaertner, S. (1999), “Structural determinants of job satisfaction and organizational commitment in turnover models”, Human Resource Management Review, Vol. 9 No. 4, pp. 479‐93.

Greene, W.H. (2000), Econometric Analysis, Prentice Hall International, Upper Saddle River, NJ.

Hanson, R. (1992), “Determining attribute performance”, Quirk's Marketing Research Review, Vol. 6 (October), pp. 16‐18.

Hawes, J.M. and Rao, C.P. (1985), “Using importance‐performance analysis to develop health care marketing strategies”, Journal of Health Care Marketing, Vol. 5, Autumn, pp. 19‐25.

Jöreskog, K.G. and Wold, H. (1982), “The ML and PLS techniques for modelling with latent variables”, in Wold, H. (Ed.), Systems Under Undirect Observations, North‐Holland, New York, NY.

Kamakura, W.A., Mittal, V., de Rosa, F. and Mazzon, J.A. (2002), “Assessing the service‐profit chain”, Marketing Science, Vol. 21 No. 3, pp. 294‐317.

Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984), “Attractive quality and must‐be quality”, Hinshitsu (Quality, The Journal of the Japanese Society for Quality Control), Vol. 14 No. 2, pp. 39‐48.

Kristensen, K. (1998), “Some aspects of customer satisfaction and customer loyalty”, Total Quality Management, Vol. 9 No. 4 and 5, pp. 145‐51.

Kristensen, K. (1999), “Statistical monitoring and optimization in total quality management”, in Park, S.H. and Vining, G.G. (Eds), Statistical Monitoring and Optimization, Marcel Dekker, New York, NY, pp. 19‐34.

Kristensen, K. and Eskildsen, J.K. (2005), “PLS structural equation modelling for customer satisfaction measurement: some empirical and theoretical results”, in Bliemel, F.W., Eggert, A., Fassott, G. and Henseler, J. (Eds), Handbuch PLS‐Pfadmodellierung, Schäffer‐Poeschel, Stuttgart.

Kristensen, K., Juhl, H.J. and Eskildsen, J.K. (2001), “Benchmarking excellence”, Measuring Business Excellence, Vol. 5 No. 1, pp. 19‐23.

Kristensen, K., Kanji, G.K. and Dahlgaard, J.J. (1992), “On measurement of customer satisfaction”, Total Quality Management, Vol. 3 No. 2.

Lowenstein, M.W. (1995), Customer Retention: An Integrated Process for Keeping Your Best Customers, ASQC Quality Press, Milwaukee, WI.

Martensen, A., Grønholdt, L., Eskildsen, J.K. and Kristensen, K. (2000), “Measuring student oriented quality in higher education: application of the ECSI methodology”, Sinergie – Rapporti di ricerca, Vol. 9 No. 18, pp. 371‐83.

Martilla, J.A. and James, J.C. (1977), “Importance‐performance analysis”, Journal of Marketing, Vol. 41 No. 1, pp. 77‐99.

Matzler, K., Sauerwein, E. and Heischmidt, K.A. (2003a), “Importance‐performance analysis revisited: the role of the factor structure of customer satisfaction”, The Service Industries Journal, Vol. 23 No. 2, pp. 112‐29.

Matzler, K., Bailom, F., Hinterhuber, H.H., Renzl, B. and Pichler, J. (2003b), “The assymetric relationship between attribute‐level performance and overall customer satisfaction: a reconsideration of the importance‐performance analysis”, Industrial Marketing Management, (uncorrected proof).

Mittal, V. and Baldasare, P.M. (1996), “Eliminate the negative”, Journal of Health Care Marketing, Vol. 16 No. 3, pp. 24‐31.

Mittal, V. and Kamakura, W.A. (2001), “Satisfaction, repurchase intent and repurchase behavior: investigating the moderating effect of customer characteristics”, Journal of Marketing Research, Vol. 38, February, pp. 131‐42.

Mittal, V. and Katrichis, J.M. (2000), “Distinctions between new and loyal customers”, Marketing Research, Vol. 12, Spring, pp. 26‐32.

Mittal, V., Katrichis, J.M. and Kumar, P. (2001), “Attribute performance and customer satisfaction over time: evidence from two field studies”, Journal of Services Marketing, Vol. 15 No. 5, pp. 343‐56.

Mittal, V., Kumar, P. and Tsiros, M. (1999), “Attribute‐level performance, satisfaction, and behavioral intentions over time: a consumption‐system approach”, Journal of Marketing, Vol. 63, April, pp. 88‐101.

Mittal, V., Ross, W.T. and Baldasare, P.M. (1998), “The asymmetric impact of negative and positive attribute‐level performance on overall satisfaction and repurchase intentions”, Journal of Marketing, Vol. 62 (January), pp. 33‐47.

Oliver, R.L. (1997), Satisfaction, McGraw‐Hill, Boston, MA.

Sampson, S.E. and Showalter, M.J. (1999), “The performance‐importance response function: observations and implications”, The Service Industries Journal, Vol. 19 No. 3, pp. 1‐25.

Sethna, B.N. (1982), “Extensions and testing of importance‐performance analysis”, Business Economics, Vol. 20, September, pp. 28‐31.

Slack, N. (1994), “The importance‐performance matrix as a determinant of improvement priority”, International Journal of Operations and Production Management, Vol. 14 No. 5, pp. 59‐75.

Sydsaeter, K. and Hammond, P.J. (1995), Mathematics for Economic Analysis, Prentice Hall, Englewood Cliffs, NJ.

Theil, H. (1971), Principles of Econometrics, North‐Holland, Amsterdam.

Wold, H. (1980), “Model construction and evaluation when theoretical knowledge is scarce: theory and application of partial least squares”, in Ramsey, J.B. (Ed.), Evaluation of Econometric Models, Academic Press, New York, NY, pp. 47‐74.

Wold, H. (1985), “Partial least squares”, in Johnson, N. (Ed.), Encyclopedia of Statistical Sciences, Wiley, New York, NY, pp. 581‐91.

Thông tin
Thông tin xuất bản

International Journal of Productivity and Performance Management

Tập 55 Số 1

40-60

Thông tin tác giả