Purpose -The aims of the study are: to compare the environmental concern and scepticism levels of the participants and whether or not they display green purchase behaviour; to investigate the influence of environmental concern and scepticism on green purchase behaviour by utilizing the Theory of Planned Behaviour. Design/methodology/approach -The data were collected from participant and non-participant customers of the e-invoicing program of Turk Telecom. Customers were clustered into four groups according to their environmental concerns and scepticism levels. Findings -Research results show that those customers who have a high level of environmental concern and less sceptical reflect a positive attitude, have a high positive subjective norm and perceived behavioural control that motivates them to have stronger intentions to become e-invoice subscribers in the near future. Originality/value -The results found in the paper provide clear evidence supporting the Theory of Planned Behaviour in Turkey. Moreover, while most previous studies have employed undergraduate samples which are not representative of common customers, the present study employed a large and real customer sample which strongly represents customers in general.

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High quality services and customer satisfaction are important determinants of destination competitiveness. For effectively and efficiently managing service quality and providing customer satisfaction, managers need to know how important satisfaction drivers are, and how their performance is perceived by the customers. Importance-performance analysis (IPA), in this context, is a convenient analytical technique that guides manager's decisions. In this article, it is argued that a revised IPA using an isoline of importance and performance instead of the traditional quadrant analysis yields better results and increases the diagnostic value of IPA. This article shows empirically that market segments differ significantly within these two dimensions of the analysis, and so it is suggested that IPA should be conducted on a segment rather than an aggregate level. The empirical basis of the article is formed by a sample of 821 customers in a Turkish destination. By utilising IPA technique, determinant attributes of the competitiveness for subject destination could be identified for four market segments.