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The aim of this research is to propose a quantitative approach to evaluating the quality of services provided, helping organizations to make strategic decisions by better understanding the characteristics that satisfy consumers.

The approach was based on the integration of the Kano model with SERVQUAL, adapted by the satisfaction equations of Albuquerque et al. (2022) and fuzzy systems theory. Through this, it was possible to infer which attributes influence customer satisfaction, identifying the ranges of satisfaction and, with the help of fuzzy, reducing the imprecision of customer perceptions.

A total of 42% of the attributes were classified as unidimensional, with attribute 11 (Reliability) and attribute 9 (Courtesy) having the highest satisfaction values. Attractive attributes accounted for 38% of the sample, with attribute 29 (Variety of products) and attribute 7 (Location) having the greatest impact on satisfaction. On the other hand, attribute 30 (Order Delay) and attribute 31 (Waiting for payment) caused more dissatisfaction among consumers (ranges −0.6, −0.71, respectively). In addition, Variety of products was the most satisfactory, while Order Delay generated the most dissatisfaction among users.

The originality of this research lies in its contribution to organizations in relation to the services offered by investigating a gap in the studies that use the Kano model, integrated with SERVQUAL, which do not include reverse attributes in their equations and analyses. With the help of fuzzy sets, the subjectivity of the individual can be translated into data for greater clarity of information.

The purpose of this study is to understand the link between psychological ownership and organizational innovation in family businesses. The research also explored the mediating effect of knowledge transfer alongside the moderating role of governance practices.

A total of 116 family businesses across India took part in the study. Data were collected with the help of a structured questionnaire supplied to the seniormost family member of each firm. The data were analyzed by using the moderated mediation model analysis in R.

The findings indicate that psychological ownership is a key driver of organizational innovation in family businesses. The transfer of knowledge mediates the relationship between psychological ownership and organizational innovation. Moreover, governance practices of the businesses moderate the association between psychological ownership and knowledge transfer, and its downstream consequences on organizational innovation.

While previous research has explored various aspects of nurturing innovation, the present study explores the effect of psychological ownership in the context of family businesses in India. This study also gives insights into how knowledge transfer and governance practices work together to influence innovation in these businesses.