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Kano's Model: An Integrative Review of Theory and Applications to the Field of Hospitality and Tourism

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References

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207 cited

1981Two-factor Theory and Consumer Satisfaction: Replication and Extension198 cited

Cited by

2017Exploring the nonlinear impact of critical incidents on customers’ general evaluation of hospitality services65 cited
2019A holistic approach to manage environmental quality by using the Kano model and social cognitive theory48 cited
2021Applying the Kano model to investigate the quality of transportation services at mega events47 cited
2014Investigating the Key Routes to Customers’ Delightful Moments in the Hotel Context36 cited
2019Predicting the Use of Brand Application Based on a TRAM34 cited
2016A critical review of Kano's wording and its impact on attribute classification: a case study of smartphone in Korea27 cited
2019Service redundancy in fine dining: evidence from Taiwan27 cited
2023Evaluating the service quality of insular and coastal recreational fisheries by integration of the SERVQUAL-fuzzy Kano model and importance-performance analysis26 cited
2024Kano Model Categorization Methods: Typology and Systematic Critical Overview for Hospitality and Tourism Academics and Practitioners25 cited
2016Using the Kano Model to Analyze the Formation of Regional Attractive Factors of Art Street in Taichung, Taiwan18 cited
2021Prioritizing hotel lobby design factors: perspectives of hotel operators in China12 cited