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Pregled bibliografske jedinice broj: 483208

Časopis

Autori: Mikulić, Josip; Prebežac, Darko
Naslov: A Critical Review of Techniques for Classifying Quality Attributes in the Kano Model
Izvornik: Managing Service Quality (0960-4529) 21 (2011), 1; 46-66
Vrsta rada: pregledni rad
Ključne riječi: Kano model; penalty–reward contrast analysis; importance grid; qualitative data methods; direct classification
Sažetak:
The purposes of this paper are: (i) to review the most commonly used approaches to the classification of quality attributes according to the Kano model ; (ii) to identify the theoretical/practical strengths and weaknesses of these techniques ; and (iii) to provide guidance for future research and managerial practice in this area. Based on an extensive review of the literature on the Kano model and the relevant marketing/management literature, five approaches (Kano’s method ; ‘penalty–reward contrast analysis’ ; ‘importance grid’ ; qualitative data methods ; and ‘direct classification’) are evaluated in terms of their validity and reliability for categorising attributes in the Kano model. Several illustrative examples provide empirical evidence for the theoretical arguments advanced in the study. Findings and implications: The Kano questionnaire and the direct- classification method are the only approaches that are capable of classifying Kano attributes in the design stage of a product/service. Penalty–reward contrast analysis (PRCA) is useful for assessing the impact of product/service attributes on overall satisfaction with a product/service, but its applicability to the classification of Kano attributes is questionable. The importance grid (IG) is not recommended for use with the Kano model. The critical incident technique and the analysis of complaints/compliments are valid for the Kano model, but have questionable reliability. The study also makes some important points about accurate semantic terminology in describing issues related to the Kano model. In particular, researchers should be aware that an attractive quality element (must-be quality element, respectively) might in fact be a dissatisfier (satisfier, respectively), due to significant conceptual differences between performance in terms of the Kano model (i.e. objective performance) and subjective performance perceptions.
Projekt / tema: 067-0672288-2492
Izvorni jezik: ENG
Rad je indeksiran u
bazama podataka:
Current Contents Connect (CCC)
Scopus
SCI-EXP, SSCI i/ili A&HCI
Social Science Citation Index (SSCI) (sastavni dio Web of Science Core Collectiona)
Kategorija: Znanstveni
Znanstvena područja:
Ekonomija,Psihologija
URL Internet adrese: http://www.emeraldinsight.com/journals.htm?articleid=1902895&show=abstract
http://emeraldinsight.com/journals.htm?issn=0960-4529&volume=21&issue=1&articleid=1902895&show=abstract
http://emeraldinsight.com/journals.htm?issn=0960-4529&volume=21&issue=1&articleid=1902895&show=pdf
Broj citata:
Altmetric:
DOI: 10.1108/09604521111100243
URL cjelovitog teksta: http://www.emeraldinsight.com/journals.htm?articleid=1902895&show=abstract
Google Scholar: A Critical Review of Techniques for Classifying Quality Attributes in the Kano Model
Upisao u CROSBI: jmikulic2@efzg.hr (jmikulic2@efzg.hr), 25. Ruj. 2010. u 10:28 sati



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