An Application of the Critical Incident Technique in Gaming Research

Johnson, L

doi:10.1300/j073v12n02_04

Cited by 10 publications

(2 citation statements)

References 24 publications

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“…They pointed out that CIT is a set of procedures for gathering and analysing incidents, and actual behaviours observed first hand that involve relevant facts concerning behaviour in defined situations. Callan (1998) and Johnson (2002) further indicated that CIT is an appropriate and useful technique for studying service quality questions and assessing customer perceptions.…”

Section: First Stage: Qualitative Studymentioning

confidence: 99%

Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary

Lin

Lee

Chen

2009

The Service Industries Journal

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This study applies a fuzzy analytic hierarchy process (AHP) to evaluate service performance of a foreign travel intermediary (destination tour operator, DTO) through the host travel agency's vision. Service performance is a composite of various attributes, including many intangible attributes difficult to measure. Therefore, the present research adopts an AHP method and further integrates a fuzzy set theory into the service performance measurement to overcome the problem. This work collected evaluation criteria from 36 senior travel managers' opinions, using the critical incident technique, and 56 general managers from different travel agencies to weight and rank the overall criteria by applying fuzzy AHP. Research results could help DTOs increase service performance and quality, and provide Asian travel agencies with objective standards to evaluate the most suitable business cooperators.

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Section: First Stage: Qualitative Studymentioning

confidence: 99%

Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary

Lin

Lee

Chen

2009

The Service Industries Journal

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“…The objective is to gain an understanding of the incident from the perspective of the individual, taking into account cognitive, affective and behavioural elements (Chell, 1998). Callan (1998) and Johnson (2002) further indicate that the CIT is a useful technique for studying service quality questions and assessing customer perceptions.…”

Section: First Stage: Qualitative Studymentioning

confidence: 98%

Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process

Chen

Hsu

2012

Tourism Economics

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This study is concerned with the evaluation of the service quality performance of the business partners of small and medium-sized travel agencies. Assessment dimensions and criteria were collected from 36 senior travel managers using the critical incident technique (CIT) and from 56 general managers at different travel agencies using the analytic hierarchy process (AHP) to calculate overall weights and priorities for each criterion. The research results indicated that 'timely information', 'the particularity of the scenic spot' and 'vehicle quality' were the three primary evaluation criteria. The results are intended to assist foreign tour operators in improving their service quality and performance and, moreover, to provide small and medium-sized Chinese travel agencies with objective evaluation criteria for choosing the most appropriate business partners.

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Introduction: Tourism and Hospitality Marketing Research — Update and Suggestions

Oh¹,

Kim²,

Shin³

2006

Progress in Tourism Marketing

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An Application of the Critical Incident Technique in Gaming Research

Cited by 10 publications

References 24 publications

Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary

Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary

Assessing Travel Business Partners Using the Critical Incident Technique and the Analytic Hierarchy Process

Introduction: Tourism and Hospitality Marketing Research — Update and Suggestions

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