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Pregled bibliografske jedinice broj: 513500

Časopis

Autori: Mikulić, Josip; Prebežac, Darko
Naslov: Rethinking the importance grid as a research tool for quality managers
Izvornik: Total quality management & business excellence (1478-3363) 22 (2011), 9; 993-1006
Vrsta rada: članak
Ključne riječi: importance-grid; attribute-importance; customer satisfaction; Kano model
Sažetak:
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.
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.tandfonline.com/doi/abs/10.1080/14783363.2011.593857
http://www.tandfonline.com/doi/abs/10.1080/14783363.2011.593857?journalCode=ctqm20
Broj citata:
Altmetric:
DOI: 10.1080/14783363.2011.593857
URL cjelovitog teksta:
Google Scholar: Rethinking the importance grid as a research tool for quality managers
Upisao u CROSBI: jmikulic2@efzg.hr (jmikulic2@efzg.hr), 18. Svi. 2011. u 07:15 sati
Napomene:
S.I. From Value Creation to Customer Satisfaction, Loyalty and Brand Equity ; Su Mi Dahlgaard-Park (Gost urednik).



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