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Integrating Kano Model and SIPA Grid to Identify Key Service Attributes of Fast Food Restaurants
16 references·5 citing·37 second hop
Integrating Kano Model and SIPA Grid to Identify Key Service Attributes of Fast Food Restaurants (2015)Integrating Kano Model and SIPA Grid to I…Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth (2008)Influence of institutional DI…Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups (2007)Customer delight and market s…Total Quality Management & Business Excellence (2003)Total Quality Management & Bu…The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…Revisiting importance–performance analysis (2001)Revisiting importance–perform…Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior (2000)Customer Satisfaction Cues To…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…Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction (1998)Are Nonfinancial Measures Lea…The Improvement Guide: A Practical Approach to Enhancing Organizational Performance (1997)The Improvement Guide: A Prac…Power Analysis in Covariance Structure Modeling Using GFI and AGFI (1997)Power Analysis in Covariance …Dineserv: A Tool for Measuring Service Quality in Restaurants (1995)Dineserv: A Tool for Measurin…Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)Customer Satisfaction, Market…On the Evaluation of Structural Equation Models (1988)On the Evaluation of Structur…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Importance-Performance Analysis (1977)Importance-Performance Analys…Sustainable Tourist Satisfaction in Art Museums: Identifying Attributes That Enhance Visitor Experience for Sustainable Cultural Management (2026)Sustainable Tourist Satisfact…Modeling customer satisfaction and revisit intention from online restaurant reviews: an attribute-level analysis (2023)Modeling customer satisfactio…Service redundancy in fine dining: evidence from Taiwan (2019)Service redundancy in fine di…Revising satisfaction and dissatisfaction indexes of the Kano model by reclassifying indifference requirements (2017)Revising satisfaction and dis…Implementing City Hotel Service Quality Enhancements: Integration of Kano and QFD Analytical Models (2015)Implementing City Hotel Servi…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Perceptions of Chinese restaurants in the U.S.: What affects customer satisfaction and behavioral intentions? (2008)Workspace satisfaction: The privacy-communication trade-off in open-plan offices (2013)Importance-Performance Analysis based SWOT analysis (2016)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The American Customer Satisfaction Index: Nature, Purpose, and Findings (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Quality, satisfaction and behavioral intentions (2000)Corporate Forecasts of Earnings Per Share and Stock Price Behavior: Empirical Test (1976)The Balanced Scorecard (1998)Transforming the Balanced Scorecard from Performance Measurement to Strategic Management: Part I (2001)Performance implications of strategic performance measurement in financial services firms (2003)Customer Satisfaction and Shareholder Value (2004)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Zero defections: quality comes to services. 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(1980)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)The run chart: a simple analytical tool for learning from variation in healthcare processes (2011)Measurement Matters (2015)Realizing the Mass Public Benefit of Evidence-Based Psychological Therapies: The IAPT Program (2018)PSYCHOLOGICAL, EMPOWERMENT IN THE WORKPLACE: DIMENSIONS, MEASUREMENT AND VALIDATION. (1995)An assessment of the use of partial least squares structural equation modeling in marketing research (2011)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988On the Evaluation of Structural Equation Models26,139 cited
  • 1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden4,531 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1997The Improvement Guide: A Practical Approach to Enhancing Organizational Performance2,890 cited
  • 1998Are Nonfinancial Measures Leading Indicators of Financial Performance? An Analysis of Customer Satisfaction1,609 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,134 cited
  • 1995Dineserv: A Tool for Measuring Service Quality in Restaurants823 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
  • 2001Revisiting importance–performance analysis772 cited
  • 2000Customer Satisfaction Cues To Support Market Segmentation and Explain Switching Behavior629 cited
  • 2008Influence of institutional DINESERV on customer satisfaction, return intention, and word-of-mouth492 cited
  • 1997Power Analysis in Covariance Structure Modeling Using GFI and AGFI

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485 cited
  • 2003Total Quality Management & Business Excellence360 cited
  • 2007Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups342 cited
  • Cited by

    • 2023Modeling customer satisfaction and revisit intention from online restaurant reviews: an attribute-level analysis29 cited
    • 2017Revising satisfaction and dissatisfaction indexes of the Kano model by reclassifying indifference requirements28 cited
    • 2019Service redundancy in fine dining: evidence from Taiwan27 cited
    • 2015Implementing City Hotel Service Quality Enhancements: Integration of Kano and QFD Analytical Models22 cited
    • 2026Sustainable Tourist Satisfaction in Art Museums: Identifying Attributes That Enhance Visitor Experience for Sustainable Cultural Management4 cited