Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM Journal 23 (2011) 2, pp. 128-144
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...