Theory of attractive quality and the Kano methodology–the past, the present, and the future
The theory of attractive quality and the Kano methodology were introduced about 30 years
ago. Since then, research and practitioner communities have adopted both the theory and …
ago. Since then, research and practitioner communities have adopted both the theory and …
Kano model application in the tourism industry: A systematic literature review
This paper provides a systematic review of the Kano model in the tourism sector. The first
research objective is to identify the fields under the tourism sector utilizing Kano's customer …
research objective is to identify the fields under the tourism sector utilizing Kano's customer …
“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants
Purpose The purpose of this study is to conceptualize and analyze a framework that
provides greater understanding toward the impact of service recovery antecedents such as …
provides greater understanding toward the impact of service recovery antecedents such as …
The classification and importance of E‐S‐Qual quality attributes: an evaluation of online shoppers
S Duman Kurt, B Atrek - Managing Service Quality: An International …, 2012 - emerald.com
Purpose–The purpose of this study is to classify and assess the importance levels of the
quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important …
quality attributes of E‐S‐QUAL measurement scale, aiming to focus on the most important …
[PDF][PDF] Complaint management-review and additional insights
Research on complaint management has been substantially growing over the last few years.
Firms have started to realize the importance of complaint management as defensive …
Firms have started to realize the importance of complaint management as defensive …
Dimensionality of frontline employee friendliness in service encounters
Purpose This article explores four dimensions of frontline employee (FLE) friendliness
(humorous, informal, conversational, and approachable) to propose a relevant …
(humorous, informal, conversational, and approachable) to propose a relevant …
An investigation of effects of justice recovery dimensions on students' satisfaction with service recovery in higher education environment
This study tried to determine the impact of dimensions of perceived justice on students'
satisfaction with service recovery in higher education institutes. For this purpose a …
satisfaction with service recovery in higher education institutes. For this purpose a …
Keeping the Customer Satisfied: Applying a Kano Model to Improve Vaccine Promotion in the Philippines
Introduction: The success of global health interventions heavily relies on reaching
populations in a way that aligns with their priorities and needs. This warrants novel …
populations in a way that aligns with their priorities and needs. This warrants novel …
[PDF][PDF] Customer relationship satisfaction and revenge behaviors: Examining the effects of power
S Mdakane, A Muhia, T Rajna… - African Journal of …, 2012 - academicjournals.org
A customer's revenge can significantly impact a company's reputation. After a service failure,
a desire for revenge is created and customers can decide to either commit direct or indirect …
a desire for revenge is created and customers can decide to either commit direct or indirect …
Impacto del personal de contacto en la experiencia y satisfacción del cliente en el e-commerce
El impacto del personal de contacto en la experiencia de los clientes en el comercio
electrónico no ha captado una gran atención de investigaciones científicas. Para aportar …
electrónico no ha captado una gran atención de investigaciones científicas. Para aportar …