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Classification of service quality attributes using Kano’s model
16 references·0 citing·31 second hop
Classification of service quality attributes using Kano’s model (2015)Classification of service quality attribu…A critical review of techniques for classifying quality attributes in the Kano model (2011)A critical review of techniqu…Customer service quality in the Greek Cypriot banking industry (2005)Customer service quality in t…User Expectations and Rankings of Quality Factors in Different Web Site Domains (2001)User Expectations and Ranking…Integrating SERVQUAL and Kano’s model into QFD for service excellence development (2001)Integrating SERVQUAL and Kano…Service quality perspectives and satisfaction in private banking (2000)Service quality perspectives …Integrating Kano's model in the planning matrix of quality function deployment (2000)Integrating Kano's model in t…Service quality in the banking industry: an assessment in a developing economy (1999)Service quality in the bankin…How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS (1996)THE KANO MODEL: HOW TO DELIGH…Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores (1994)Customer Expectations and Per…KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY (1993)KANO’S METHODS FOR UNDERSTAND…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Review of Psychometric theory (2nd ed.). (1979)Review of Psychometric theory…Transforming Qualitative Information: Thematic Analysis and Code Development (1998)Development and validation of an instrument to measure user perceived service quality of information presenting Web portals (2004)Virtual Product Experience: Effects of Visual and Functional Control of Products on Perceived Diagnosticity and Flow in Electronic Shopping (2004)The Influence of Website Characteristics on a Consumer's Urge to Buy Impulsively (2008)Strategic Management and Marketing in the Service Sector (1984)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)The Commitment-Trust Theory of Relationship Marketing (1994)Barriers and benefits in the adoption of e‐government (2004)Measuring service quality in higher education: HEdPERF versus SERVPERF (2006)Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty (2016)The House of Quality (1988)The Voice of the Customer (1993)Quality function deployment: A literature review (2002)The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction (2014)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)TOURIST SATISFACTION AND DISSATISFACTION (2009)The effects of service quality, perceived value and trust in home delivery service personnel on customer satisfaction: Evidence from a developing country (2021)How to delight your customers (1996)Should We Delight the Customer? (2000)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1979Review of Psychometric theory (2nd ed.).11,425 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY776 cited
  • 2000Service quality perspectives and satisfaction in private banking498 cited
  • 2001User Expectations and Rankings of Quality Factors in Different Web Site Domains421 cited
  • 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development385 cited
  • 2000Integrating Kano's model in the planning matrix of quality function deployment356 cited
  • 1999Service quality in the banking industry: an assessment in a developing economy346 cited
  • 2011A critical review of techniques for classifying quality attributes in the Kano model343 cited
  • 1994Customer Expectations and Perceptions of Service Quality in Retail Apparel Specialty Stores336 cited

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  • 1996THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERS334 cited
  • 2005Customer service quality in the Greek Cypriot banking industry296 cited
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