Purpose – The purpose of this study is to shed further light on the dynamics of quality attributes, as suggested by the theory of attractive quality. The study aims to investigate the existence of the life cycle for successful quality attributes and to identify alternative life cycles of...

Purpose – The purpose of this study is to investigate whether and how new ideas generated by customers can be used in a process of attractive quality creation. In addition, it aims to discover whether ideas identified as attractive early in the innovation process have certain characteristics...

Purpose – The aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced attributes contribute to delight and satisfaction among customers. Design/methodology/approach – The...

Purpose – This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research...

Purpose – This paper aims to explore the relationship between the students' perceptions of service performance and the service gaps. The main objective is to investigate whether the relationship can be used for the mapping of quality attributes into four service quality factors....

Purpose – The aim of this paper is to develop a model to help service organizations to set the specification limits according to the customer expectations. Design/methodology/approach – A review of relevant literature has been used to develop a new integrated model with ideas from the Kano...

Purpose – Kano's model is extensively applied in industry and by researchers. However, the model has a shortcoming in that enterprises cannot use it to evaluate the influences of quality attributes on product precisely; the lack of consideration of the different attribute strengths among 25...

Purpose – This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on...

Purpose – The purpose of this paper is to provide a new decision‐aided tool for selecting customer needs during the new product development process. Design/methodology/approach – The study started by examining the principles of attractive quality and its limits. The theory of attractive...