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Identifying primary service attributes that generate customer satisfaction (CS) is critical to organizational success. The Kano model demonstrates an asymmetric relationship between attribute performance and CS. However, extant regression-based approaches for classifying Kano's quality attributes have theoretical limitations, such as multicollinearity problems, resulting in spurious inferences. The...
Since its introduction in the 1980s, Kano's two-dimensional model has become one of the most popular models with which to evaluate quality, finding a place in a wide range of industries. For decades, various approaches to regression analysis have been applied to explore asymmetric and non-linear relationships in the Kano model. Although a number of authors have questioned the use of these regression...
Gap analysis (GA) is one of the most popular techniques which has been widely used to help businesses make service quality improvement decisions to improve customer satisfaction. However, an assumption of linear relationship between attribute performance and customer satisfaction underlies the application of GA and was challenged while comparing with the Kano's two-dimensional model which indicated...
The traditional view depicts the relationship between attribute-level performance and overall customer satisfaction as symmetric. The author theoretically and empirically investigates the asymmetrical nature of the relationship employing the data from retailing industry in China. The managerial implications of the analysis results are presented at the end of the paper
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