Article2013

Typology of Kano models: a critical review of literature and proposition of a revised model

Arash Shahin · Masoud Pourhamidi · Jiju Antony · Sung Hyun Park

146 citations0/0 files storedInternational Journal of Quality & Reliability Management

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Quality Function Deployment in Product Design Management Systems and Quality Improvement Color perception and design

Abstract

Purpose The purpose of this paper is to develop and suggest a reference Kano model. Design/methodology/approach Existing Kano models have been classified into three types and, for each type, the curves, together with their corresponding evaluation tables, have been studied and a new type of the Kano model developed. Findings Findings imply that the existing types of the Kano model have weaknesses: starting points of the curves are not located in correct position; the sequence and slopes of the curves are not carefully illustrated; and the cells of Kano evaluation table are not coded correctly. Such problems have been resolved in the proposed Kano model. Research limitations/implications Empirical research is needed to examine the proposed type of Kano model, and to investigate the differences between the results of the application of the new and other types of Kano model. Originality/value This study provides a valuable reference model for researchers and practitioners, to be utilized in future investigations.

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References

2000Stated choice methods analysis and applications 2000Stated Choice Methods 1984Attractive Quality and Must-Be Quality 1993The Voice of the Customer 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment 1998A Framework for Decision-Based Engineering Design 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development 2000Integrating Kano's model in the planning matrix of quality function deployment

Cited by

2017Kano qualitative vs quantitative approaches: An assessment framework for products attributes analysis 2016Increasing accuracy of the Kano model – a case study 2017Empirical research on Kano’s model and customer satisfaction 2020The Drivers of Sustainable Apparel and Sportswear Consumption: A Segmented Kano Perspective 2019Sustainable supplier selection criteria classification for Indian iron and steel industry: a fuzzy modified Kano model approach 2018In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers

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