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Tontini, Gerson; Picolo, Jaime Dagostin - In: International journal of quality & reliability management 31 (2014) 1, pp. 32-52

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Exploring service quality combining Kano model and importance-performance analysis : customer satisfaction of luxury housing service management

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Classifying restaurant service quality attributes by using Kano model and IPA approach

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Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

Tontini, Gerson; Dagostin Picolo, Jaime - In: International Journal of Quality & Reliability Management 31 (2013) 1, pp. 32-52

Purpose – This paper aims to present and compare a new method, improvement gap analysis (IGA), with two different versions of importance-performance analysis (IPA) – original IPA and diagonal IPA – focusing on how each method evaluates the possible impact of incremental innovations on...

Persistent link: https://www.econbiz.de/10014801755