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: Digital transformations are changing society, and they force industries to react to the market more frequently. Managers are aware of new technical demands, which increase the pressure of meeting those demands. To meet technical demands, radical innovations are one way to stay...