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Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services
16 references·0 citing·39 second hop
Using importance–performance analysis, goal difficulty and the Kano model to prioritize improvements in the quality of home delivery logistics services (2021)Using importance–performance analysis, go…Investigating logistics service quality in omni-channel retailing (2017)Investigating logistics servi…Importance-performance analysis: A valid management tool? (2014)Importance-performance analys…Electronic Logistics Service Quality (e-LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention (2011)Electronic Logistics Service …Employee Satisfaction: Does Kano's Model Apply? (2004)Employee Satisfaction: Does K…The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…Building a practically useful theory of goal setting and task motivation: A 35-year odyssey. (2002)Building a practically useful…Attributional Thoughts about Consumer Behavior (2000)Attributional Thoughts about …The Performance-Importance Response Function: Observations and Implications (1999)The Performance-Importance Re…LEVERAGING LOGISTICS/DISTRIBUTION CAPABILITIES: THE EFFECT OF LOGISTICS SERVICE ON MARKET SHARE (1998)LEVERAGING LOGISTICS/DISTRIBU…How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)How to make product developme…How to delight your customers (1996)How to delight your customersON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS (1993)ON HOW TO PRIORITIZE DESIGN R…KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY (1993)KANO’S METHODS FOR UNDERSTAND…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Importance-Performance Analysis (1977)Importance-Performance Analys…Operations Research -- An Introduction (1980)The analytic hierarchy process : planning, priority setting, resource allocation (1980)The House of Quality (1988)A Framework for Decision-Based Engineering Design (1998)Product planning in quality function deployment using a combined analytic network process and goal programming approach (2002)Quality function deployment: A literature review (2002)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)Zero defections: quality comes to services. (1990)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Putting the Service-Profit Chain to Work (1994)Understanding the Relationships between Tourists’ Emotional Experiences, Perceived Overall Image, Satisfaction, and Intention to Recommend (2015)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)The Psychology of Interpersonal Relations. (1958)The psychology of interpersonal relations. (1958)An attributional theory of achievement motivation and emotion. (1985)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)The Effect of Corporate Social Responsibility (CSR) Activities on Companies With Bad Reputations (2006)A National Customer Satisfaction Barometer: The Swedish Experience (1992)How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction (2014)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Prospect Theory: An Analysis of Decision under Risk (1979)Self-efficacy: the exercise of control (1997)The Relationship of Entrepreneurial Traits, Skill, and Motivation to Subsequent Venture Growth. (2004)The Legacy of the Technology Acceptance Model and a Proposal for a Paradigm Shift. (2007)The dynamics of proactivity at work (2008)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 2002Building a practically useful theory of goal setting and task motivation: A 35-year odyssey.7,759 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1998How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment1,151 cited
  • 2000Attributional Thoughts about Consumer Behavior906 cited
  • 1996How to delight your customers872 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
  • 1993ON HOW TO PRIORITIZE DESIGN REQUIREMENTS DURING THE QFD PLANNING PROCESS370 cited
  • 2014Importance-performance analysis: A valid management tool?339 cited
  • 2017Investigating logistics service quality in omni-channel retailing301 cited
  • 1999The Performance-Importance Response Function: Observations and Implications262 cited
  • 2004Employee Satisfaction: Does Kano's Model Apply?255 cited
  • 1998

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LEVERAGING LOGISTICS/DISTRIBUTION CAPABILITIES: THE EFFECT OF LOGISTICS SERVICE ON MARKET SHARE
204 cited
  • 2011Electronic Logistics Service Quality (e-LSQ): Its Impact on the Customer’s Purchase Satisfaction and Retention190 cited
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