A critical review of techniques for classifying quality attributes in the Kano model-Reference-Cited by-同舟云学术

A critical review of techniques for classifying quality attributes in the Kano model

Published:2011-01-25 Issue:1 Volume:21 Page:46-66
ISSN:0960-4529
Container-title:Managing Service Quality: An International Journal
language:en
Short-container-title:Managing Service Quality

Author:

Mikulić Josip,Prebežac Darko

Publisher

Emerald

Subject

Strategy and Management

Reference48 articles.

1. Alegre, J. and Garau, J. (2009), “The factor structure of tourist satisfaction at sun and sand destinations”,Journal of Travel Research, Vol. 43 No. 3, pp. 226‐37.

2. An application of integrating SERVQUAL and Kano's model into QFD for logistics services

3. When choices give in to temptations: Explaining the disagreement among importance measures

4. Customer satisfaction measurement: comparing four methods of attribute categorisations

5. The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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