January 1984
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276 Reads
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159 Citations
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January 1984
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276 Reads
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159 Citations
January 1984
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2,678 Reads
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3,506 Citations
63 Reads
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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
... Notwithstanding this slight issue regarding durability, the overall satisfaction scores demonstrate a distinct upward trajectory. These findings indicate that the benefits of the gadget are more significant than any possible worries, as demonstrated by Kano et al. (1984) in their study on consumer satisfaction. Their research illustrates how specific characteristics of a product can have a greater impact on overall satisfaction. ...
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. ...