Purpose The purpose of this study is to examine the development of service quality research
in hospitality and tourism from 1984 to 2014, to identify research gaps and to suggest …

Since its first proposition in 1984, the Kano model has been used extensively in a variety of
contexts within industries and academic research demonstrating its wide applicability. The …

Smart product-service system (smart PSS) has become the manufacturers' new revenue and
sustainable competitiveness sources with the rise of digital servitization. To configure a …

Recently having increased every year, in 2017, e-learning's worldwide average growth rate
was 7.9% with a worldwide market of USD 52.5 billion. Holding all nations' eighth highest e …

Products are now developed based on what customers desire, and thus attractive quality
creation has become crucial. In studies on customer satisfaction, methods for analyzing …

Wearable sensing devices (WSDs) are increasingly helping workers stay safe and healthy in
several industries. However, workers, especially in the construction industry, have shown …

Considering the complexity of airport industry service offerings, it is important to identify
which airport service attributes detract from passenger satisfaction and which attributes …

This study focuses on the Kano model which is used to categorise the requirements of
customers. The study describes the three most frequently used modifications of the Kano …

As people increasingly make hotel booking decisions relying on online reviews, how to
effectively improve customer ratings has become a major point for hotel managers. Online …

Cooking classes are a good example of third‐generation gastronomic tourism experiences.
It is important to determine which cooking class experience attributes are important to …