TY  - JOUR
AB  - Purpose The purpose of this paper is to illuminate concerned companies to develop a better understanding of customer needs through reference of Kano model.Design/methodology/approach This paper facilitates decision-making process for the productive use of strategy management through a case study approach for corrugated industries in India. A hybrid approach is employed by calculating coefficients of satisfaction with S-CR (customer requirements and customer satisfaction (CS)) relationship functions and self-stated importance evaluation.Findings Kano’s model provides an effective approach for both industries and academic research in classifying different customer requirements into different categories based on their impact on CS. It empowers to obtain competitive and factual information about customer needs.Research limitations/implications This study is limited in terms of sample size, domain of the study and the coverage of participants.Originality/value This paper suggests a valuable Kano approach for concerned organizations and practitioners, to correctly identify customer requirements and channelize their resources in right direction. Fulfilling customer requirements by providing them satisfaction and delight timely is only golden rule for sustaining in this competitive world.
VL  - 35
IS  - 8
SN  - 0265-671X
DO  - 10.1108/IJQRM-04-2017-0074
UR  - https://doi.org/10.1108/IJQRM-04-2017-0074
AU  - Gupta Mahima
AU  - Shri Charu
PY  - 2018
Y1  - 2018/01/01
TI  - Understanding customer requirements of corrugated industry using Kano model
T2  - International Journal of Quality & Reliability Management
PB  - Emerald Publishing Limited
SP  - 1653
EP  - 1670
Y2  - 2024/05/09
ER  -