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Wordings of the Kano Model's Questionnaire
16 references·1 citing·43 second hop
Wordings of the Kano Model's Questionnaire (2012)Wordings of the Kano Model's QuestionnaireA critical review of techniques for classifying quality attributes in the Kano model (2011)A critical review of techniqu…Potential Customer Satisfaction Improvement Index based on Kano Model (2010)Potential Customer Satisfacti…A new method to identify the category of the quality attribute (2009)A new method to identify the …Two Decades of Using Kano's Theory of Attractive Quality: A Literature Review (2008)Two Decades of Using Kano's T…Classification of quality attributes (2007)Classification of quality att…A Study on the Development of Total Customer Satisfaction Coefficient based on Kano Model (2007)A Study on the Development of…Dynamics of service attributes: a test of Kano's theory of attractive quality (2005)Dynamics of service attribute…Employee Satisfaction: Does Kano's Model Apply? 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(1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Technology Infusion in Service Encounters (2000)Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context (2004)Measuring Experience Economy Concepts: Tourism Applications (2007)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)Quality of work life and job satisfaction among frontline hotel employees (2015)Exploring asymmetric effects of attribute performance on customer satisfaction in the hotel industry (2019)Research on the influence of after-sales service quality factors on customer satisfaction (2020)Importance-Performance Analysis (1977)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Customer Satisfaction, Market Share, and Profitability: Findings From Sweden (1994)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)Information and Consumer Behavior (1970)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Prioritizing improvement of service attributes using impact range‐performance analysis and impact‐asymmetry analysis (2008)Enhancing loyalty: When improving consumer satisfaction and delight matters (2018)The Factor Structure of Tourist Satisfaction at Sun and Sand Destinations (2009)Sources of satisfaction with luxury hotels for new, repeat, and frequent travelers: A PLS impact-asymmetry analysis (2016)Destination attributes influencing Chinese travelers' perceptions of experience quality and intentions for island tourism: A case of Jeju Island (2018)Advances in Consumer Research (2025)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)Delight by Design: The Role of Hedonic Versus Utilitarian Benefits (2008)Gain more insight from your PLS-SEM results (2016)Revised importance–performance analysis: three-factor theory and benchmarking (2007)Nonlinear relationships between individual IEQ factors and overall workspace satisfaction (2011)How to delight your customers (1996)Should We Delight the Customer? (2000)The Process of Customer Engagement: A Conceptual Framework (2008)Customer delight and market segmentation: An application of the three-factor theory of customer satisfaction on life style groups (2007)TOURIST SATISFACTION AND DISSATISFACTION (2009)The Impact of Memorable Tourism Experiences on Loyalty Behaviors: The Mediating Effects of Destination Image and Satisfaction (2017)
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References

  • 1997Customer delight: Foundations, findings, and managerial insight1,649 cited
  • 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
  • 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY776 cited
  • 1997Improving your measurement of customer satisfaction: a guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs357 cited
  • 2011A critical review of techniques for classifying quality attributes in the Kano model343 cited
  • 2004Employee Satisfaction: Does Kano's Model Apply?255 cited
  • 2005Dynamics of service attributes: a test of Kano's theory of attractive quality220 cited
  • 2008Two Decades of Using Kano's Theory of Attractive Quality: A Literature Review154 cited
  • 2004Customer satisfaction measurement: comparing four methods of attribute categorisations133 cited
  • 2007Classification of quality attributes131 cited
  • 1997Applying the Kano Methodology to Meet Customer Requirements: NASA's Microgravity Science Program130 cited
  • 2002Schoolwork as Products, Professors as Customers: A Practical Teaching Approach in Business Education39 cited

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2009
A new method to identify the category of the quality attribute
35 cited
  • 2010Potential Customer Satisfaction Improvement Index based on Kano Model25 cited
  • 2007A Study on the Development of Total Customer Satisfaction Coefficient based on Kano Model19 cited
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    • 2013Comparing the Questionnaires for Classifying Quality Attributes in the Kano Model10 cited