January 1984
·
2,678 Reads
·
3,505 Citations
This page lists works of an author who doesn't have a ResearchGate profile or hasn't added the works to their profile yet. It is automatically generated from public (personal) data to further our legitimate goal of comprehensive and accurate scientific recordkeeping. If you are this author and want this page removed, please let us know.
January 1984
·
2,678 Reads
·
3,505 Citations
63 Reads
·
31 Citations
... The model, developed by Professor Noriaki Kano in Japan, classifies needs into six categories: must-be attributes (M), one-dimensional attributes (0), attractive attributes (A), indifferent attributes (1), reversal attributes (R), and questionable answers (Q). 17 The classification thus provides insights into the actual needs and expectations of users, which can be used to optimise the design of services. The KANO model has been employed to evaluate healthcare service requirements among patients 18 and to improve the quality of telecare for empty nesters. ...
January 1984
... Previous studies show the possible nonlinear impact of service quality dimensions on customer satisfaction (Falk et al., 2010) and on loyalty (Chao, 2008;Ažman and Gomiš cek, 2015). Based on the theory of motivation-hygiene (Herzberg et al., 1959), these studies show the existence of a nonlinear relationship between the performance or existence of attributes and customers' satisfaction (Kano et al., 1984;Mikuli c and Prebežac, 2011). A limitation of these studies is that they use quadratic functions to explain the relationships, possibly being less understandable by practical managers. ...