Key points are not available for this paper at this time.
Purpose – The purpose of this paper is to address issues of performance optimization through accounting for asymmetric responses of customer satisfaction to different types of product or service attributes: core, facilitating and "green" (eco‐friendly). The primary research inquiry was to explore how these attributes affect customer satisfaction and account for interactions among them in order to identify an optimal combination that would maximize customer satisfaction in lodging industry settings.
Slevitch et al. (Fri,) studied this question.