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The Concept of Kano-QFD Integration for Non- linear Customer Needs in Product and Service Design

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References

1984Attractive Quality and Must-Be Quality3,436 cited
2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis787 cited
2011A critical review of techniques for classifying quality attributes in the Kano model349 cited
2006Assessing asymmetric effects in the formation of employee satisfaction174 cited
2011Understanding the relationship between service convenience and customer satisfaction in home delivery by Kano model97 cited
2011Theory of attractive quality and life cycles of quality attributes77 cited
2003A content analysis of complaints and compliments71 cited
2011Development of the Kano model39 cited
2010An Empirical Analysis of the Retention of Dissatisfied Business Services Customers Using Structural Equation Modelling34 cited
2010A Case Study of Applying Kano’s Model and ANOVA Technique in Evaluating Service Quality31 cited

Cited by

2017The application of Kano model in the healthcare industry: a systematic literature review173 cited
2018Application of Quality Function Deployment (QFD) method and kano model to redesign fresh fruit bunches sorting tool4 cited

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