Meng, Qingliang; Jiang, Xuan; He, Lin; Guo, Xinxin - In: Journal of industrial engineering and management : JIEM 8 (2015) 5, pp. 1661-1675
integrating fuzzy theory into Kano model. The method has the merit of being more effective in processing customers' psychology of … vagueness and uncertainties than traditional Kano model. Design/methodology/approach: In this study, considering the … disadvantages of traditional Kano model in service quality elements classification without taking into account customers' complex …