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How do the interactions of service attributes affect customer satisfaction? A study of Kano Model’s attributes
Universidade Regional de Blumenau - FURB, Brazil.ORCID iD: 0000-0002-7430-562X
Halmstad University, School of Business and Engineering (SET), Centre for Innovation, Entrepreneurship and Learning Research (CIEL).ORCID iD: 0000-0002-2427-3148
Nove de Julho University (UNINOVE), Brazil.
2013 (English)In: Integrating Practice In Pom Research And Teaching: POMS 2013 Conference Program, University of South Carolina , 2013Conference paper, Published paper (Refereed)
Abstract [en]

This paper objective is analyzing how interactions of services’ attributes, depending on Kano Model attributes's classification, do affect customer satisfaction. The results show that the impact of a superior level of “Attractive” and “One-dimensional” attributes, on customer satisfaction decreases 60% to 70% if "Basic" attributes are unfulfilled.

Place, publisher, year, edition, pages
University of South Carolina , 2013.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:hh:diva-25248ISBN: 978-0-615-78489-2 ISBN: 0-615-78489-5 OAI: oai:DiVA.org:hh-25248DiVA: diva2:715109
Conference
24th Annual Pom Conference, Denver, Colorado, Usa, May 3 – 6, 2013
Available from: 2014-04-30 Created: 2014-04-30 Last updated: 2015-08-21Bibliographically approved

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Total: 166 hits
CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
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  • en-US
  • fi-FI
  • nn-NO
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More languages
Output format
  • html
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  • asciidoc
  • rtf