References

• 1984Attractive Quality and Must-Be Quality3,436 cited
• 2009A review of twenty years of SERVQUAL research845 cited
• 2008An analytical Kano model for customer need analysis428 cited
• 2003\nOrganizing Successful New Service Development. A literature review405 cited
• 2012Creative Thinking: Processes, Strategies, and Knowledge314 cited
• 2017An approach to quality function deployment based on probabilistic linguistic term sets and ORESTE method for multi-expert multi-criteria decision making307 cited
• 2005The refined Kano's model and its application302 cited
• 2000Methods and techniques to help quality function deployment (QFD)258 cited
• 2014A cross cultural investigation of airlines service quality through integration of Servqual and the Kano model218 cited
• 2011Kano’s model in Kansei Engineering to evaluate subjective real estate consumer preferences160 cited
• 2012The business model in the practice of strategic decision making: insights from a case study142 cited
• 2012IPA–Kano model: A new tool for categorising and diagnosing service quality attributes137 cited
• 2010Analysis of Kano‐model‐based customer needs for product development113 cited
• 2009Kano model: A dynamic approach for classifying and prioritising requirements of airline travellers with three case studies on international airlines