Dolinsky A L, Caputo R K
College of Business Administration, Fairleigh Dickinson University, Madison, NJ.
Health Mark Q. 1991;8(3-4):61-79. doi: 10.1300/J026v08n03_03.
This study introduced an extension of importance-performance analysis by further including the performance of competitors. It demonstrated its value by applying it to a national sample of fee-for-service health care users. This study found that inappropriate strategies may result from importance-performance analysis that excludes a dimension of competition. In particular, the two attributes, availability of both physicians and emergency services, were found to be "high" on importance and "good" on fee-for-service performance. From the basic classic importance-performance approach, a relatively passive strategy would be recommended for each of these attributes. When also considering competition, however, a more appropriate, vigorous strategy of head-to-head competition clearly emerges.
本研究通过进一步纳入竞争对手的表现，对重要性-绩效分析进行了扩展。通过将其应用于按服务收费的医疗保健用户的全国样本，证明了其价值。本研究发现，排除竞争维度的重要性-绩效分析可能会导致不恰当的策略。特别是，医生和急诊服务的可及性这两个属性在重要性方面被评为“高”，在按服务收费的绩效方面被评为“良好”。从基本的经典重要性-绩效方法来看，针对这些属性中的每一个，都会推荐相对被动的策略。然而，当也考虑竞争时，一种更合适、积极的正面竞争策略就清晰地显现出来了。
