How do interactions of Kano model attributes affect customer satisfaction? An analysis based on psychological foundations

By Tontini Gerson   Søilen Klaus Solberg   Silveira Amélia  

Total Quality Management & Business Excellence, Vol. 24, Iss. 11-12, 2013-12 ,pp. : 1253-1271

Routledge Ltd

Access to resources Recommend Favorite

Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

By Tontini Gerson   Picolo Jaime Dagostin  

International Journal of Quality & Reliability Management, Vol. 31, Iss. 1, 2013-12 ,pp. : 32-52

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Utilization of needs-based customer training

By Chow Alan   Woodford Kelly C.   Showers-Chow Jill  

Industrial and Commercial Training, Vol. 40, Iss. 6, 2008-10 ,pp. : 320-327

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

A multi-attribute model of web site interactivity and customer satisfaction: An application of the Kano model

By Zhao Miao   Dholakia Ruby Roy  

Managing Service Quality, Vol. 19, Iss. 3, 2009-05 ,pp. : 286-307

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Using an adapted approach to the Kano model to identify patient needs from various patient roles

By Gustavsson Susanne   Gremyr Ida   Sarenmalm Elisabeth Kenne  

The TQM Journal, Vol. 28, Iss. 1, 2016-01 ,pp. : 151-162

Emerald Group Publishing Ltd

Access to resources Recommend Favorite