This paper develops the service theory of inventive problem-solving (TRIZ) for service quality design. It also proposes a new generic contradiction matrix for problem-solving in service applications. The traditional algorithm of TRIZ problem-solving is slightly modified; the 39 TRIZ traditional...

Purpose – The purpose of this paper is to develop and suggest a reference Kano model. Design/methodology/approach – Existing Kano models have been classified into three types and, for each type, the curves, together with their corresponding evaluation tables, have been studied and a new type...