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Rethinking the importance grid as a research tool for quality managers (CROSBI ID 171784)

Prilog u časopisu | izvorni znanstveni rad | međunarodna recenzija

Mikulić, Josip ; Prebežac, Darko Rethinking the importance grid as a research tool for quality managers // Total quality management & business excellence, 22 (2011), 9; 993-1006. doi: 10.1080/14783363.2011.593857

Podaci o odgovornosti

Mikulić, Josip ; Prebežac, Darko

engleski

Rethinking the importance grid as a research tool for quality managers

The importance-grid (IG) is a research tool developed for the purpose of categorising product/service attributes according to the Kano model, thus making it a tempting technique for quality managers. However, this paper argues that the IG lacks a clear theoretical foundation, why it is not recommended to use it for its intended purpose. Nevertheless, it is shown that a reinterpretation of the IG can provide valuable information for the purpose of prioritising product/service attributes for improvement. It is further suggested to regard the IG and the penalty-reward contrast analysis (PRCA) not as competing techniques, as it is usually assumed in the literature, but rather as complementary approaches. The managerial value of the rethought IG in combination with a modified PRCA (determinance-asymmetry analysis) is demonstrated in a case study on airline passenger satisfaction with airport services.

importance-grid; attribute-importance; customer satisfaction; Kano model

S.I. From Value Creation to Customer Satisfaction, Loyalty and Brand Equity ; Su Mi Dahlgaard-Park (Gost urednik).

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Podaci o izdanju

22 (9)

2011.

993-1006

objavljeno

1478-3363

10.1080/14783363.2011.593857

Povezanost rada

Ekonomija, Psihologija

Poveznice
Indeksiranost