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Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction.

In order to examine one of the proposed behaviors in this model, the role of employees’ organizational citizenship behavior (OCB) as an attractive behavior, has been investigated. The statistical population includes managers of the Isfahan’s financial service industries. After distributing questionnaires, 224 accurate questionnaires have been used for data analysis. In designing the survey questionnaire, the OCB questionnaire developed by Podsakoff et al. (1990) and Bell and Menguc (2002) has been used. For each of the OCB dimensions, some questions have been initially designed; then after collecting data, by using Kano evaluation table, the behavior types have been determined.

Findings imply that by using the Kano model, five types of behaviors, i.e. must-be, one-dimensional, attractive, indifferent, and reverse can be identified. The findings related to case study also indicate that out of five dimensions of OCB, three dimensions of altruism, sportsmanship, and civic virtue are located in Attractive category; the courtesy dimension is located in must-be category; the conscientiousness dimension is located in one-dimensional category; and in reverse category, no dimension is located. In general, OCB is located in attractive category.

By using the results of this survey, a new classification of employees’ behaviors types can be suggested. The results of this study can help employees in understanding what kind of their behaviors causes managers’ satisfaction.

The results of this study have an important contribution in the literature of the Kano model and OCB.

By applying Kano model, this study attempts to investigate the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction.

In this paper, the research framework and hypotheses are constructed through a literature review. Kano model is applied to classify the home delivery service elements into five quality attributes and gender is included to understand the difference of customer perception on the obtained quality elements. Statistical analyses of the collected questionnaires were computed based on the 476 effective responses regarding the home delivery service.

The results confirm that customers' perception of home delivery service elements are classified into one‐dimensional and must‐be attributes by Kano model, while this study contributes to the creation of attractive elements that significantly affect the customer satisfaction and owning an enormous potential to further differentiate competitors. Customer satisfaction is positively correlated with different types of service convenience. It also suggests that the customers with different gender have significantly different views to quality elements of home delivery service.

The major contribution of this study is that it attempts to examine the categorization of home delivery quality elements derived from service convenience model and their impact on customer satisfaction.

The purpose of this paper is to study how an account of multiple patient roles when using the Kano model in healthcare improvements can support identification of a wide range of patients’ needs.

The study presented in this paper was part of a longitudinal action research study. The empirical material was collected by various methods (interviews, a focus group, participative observations, and a survey) over a two-month period within the Children’s and Women’s Healthcare department in a Swedish hospital. The respondents included the management team, healthcare professionals, patients, and the patients’ partners.

The study shows that incorporating a view of multiple patient roles into application of the Kano model, and using input on customer needs obtained from patients, relatives, and healthcare professionals, helps to identify a wide range of patients’ needs.

The view on patients within healthcare is being transformed from one based on servility to that of patients as customers. This paper elaborates on a hands-on way of applying the Kano model based on a view of multiple patient roles as a means to support this new patient view. The application builds on input from various groups (such as patients and healthcare professionals), and, by using input from various stakeholders. This approach appears to overcome a gap, identified in earlier research, of either relying solely on patients, or solely on healthcare professionals, when identifying patients’ need. Rather input from several groups – patients, relatives, and professionals – are suggested to be used in combination.

In previous studies, historical information of customer had been used for determining customer lifetime value (CLV). The purpose of this paper is to modify CLV estimation to be applied before producing a new product.

In this study, the CLV estimation has been modified using Kano satisfaction coefficient. The Kano satisfaction coefficient has been assumed as loyalty indicator in estimating CLV and related equations have been developed for allocating Kano requirements to various phases of product life cycle. The proposed approach has been examined in two new product options of the automobile industry. Finally, by using customers’ purchase records during three years, CLV has been calculated for both product development options.

Findings indicate that CLV of the first development option is equal to 407 million and 500,000 toumans and of the second option is equal to 392 million toumans, this difference is related to different requirements of the Kano model, and as a result, to different satisfaction coefficients. Therefore, the first option has been suggested for investing in developing new product.

Application of the proposed approach is limited to short time periods. The findings are limited to the automobile industry.

The modified approach of estimating CLV can be applied for prospective new product development in addition to traditional approaches in which, only the historical data of sold products are used. In addition, using Kano satisfaction coefficient in estimation of CLV in short periods, seems an appropriate approach for competitive industries that focus on dynamic needs of customers.

The purpose of this paper is to illuminate concerned companies to develop a better understanding of customer needs through reference of Kano model.

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.

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.

This study is limited in terms of sample size, domain of the study and the coverage of participants.

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.

Product verification and validation are integral to quality management. Product verification means verifying the conformity between a product’s actual and planned characteristics whereas validation means determining whether and to what extent it satisfies customers’ requirements. One of the key forms of product validation is testing with a group of customers. The purpose of this paper is to introduce a graphical method of product validation based on the Kano model.

The approach is based on a proposed method for categorising requirements based on a Kano questionnaire and then applies this method for the validation of a product – a website. The proposed method is based on three steps: graphical determination of requirements in a Kano model; determination of requirement fulfilment degree and prioritisation of corrective measures and improvements.

The study opens space for discussion of the potential for improving a product and methods for identifying critical faults in products. The proposed method also permits an assessment of the potential effectiveness of an improvement because it is able to quantify the effect of the product on the consumer resulting from a given quantity of effort. A case study demonstrated that the resulting priority of corrective measures and improvements was affected not only by the level of fulfilment of the requirements but also by the type, the most critical being non-fulfilment of must-be requirements.

The requirement curves are based on a verbal assessment of satisfaction in two states – if the requirement were fulfilled and if it were not fulfilled. The values of the start and end points may not be precise and could be affected by the natural character of subjective variables.

The proposed method is particularly suited to the initial testing of a product that is intended to lead to measures to eliminate customer dissatisfaction or increase their satisfaction – that is, to improve the product. The method also permits an assessment of the extent to which customers feel that their expectations have been satisfied and the effect that will be felt if the organisation decides to increase fulfilment.

The Kano model has not yet been applied to product validation, although it contains all the information necessary for this task. Knowing how satisfied customers are is an important part of product validation. At the same time, knowing a mechanism for “creating” this satisfaction is also very valuable information.

The purpose of this study is to compare the results of customer satisfaction indices (SI) in the literature and to propose equations to show that the reverse attribute needs to be taken into account in these calculations owing to its impact on customer satisfaction.

To propose equations that take into account all types of quality attributes and in opposition to the models proposed by Berger (1993) and Wang (2013), in this work, a questionnaire adapted from the Kano model was developed, using the dimensions of the SERVQUAL model and applied to tourists who use the airline service. Data collection was carried out through social media, obtaining 694 responses.

The findings show that the attributes considered as reverse were linked to the delay in the service late check-in, delay in the dispatch of luggage, delay in on-board service and take-off delay, generating dissatisfaction among tourists. Moreover, the same database used to compare the results of the dissatisfaction indices of Berger (1993) and Wang (2013) showed inconsistencies reinforcing the gap that this research intends to close. After the proposal of the SI made by the authors of the present research it was possible to verify the confirmation regarding the definition of reverse attribute developed by the Kano model, reinforcing that the customer satisfaction decreases with the presence of reverse attribute.

The originality of this research seeks to contribute to the academic literature and organizational practices by investigating a gap in the SI proposed by Berger et al. (1993) for not inserting the reverse attributes and, later, studied by Wang (2013). Furthermore, this research uses the Kano questionnaire as an input to assist in the correct identification and evaluation of all attributes present in the service offered.

航空质量评估以改善战略旅游管理

这项研究的目的是比较文献中客户满意度指数的结果, 并提出方程式, 以显示由于反向属性对客户满意度的影响, 需要在这些计算中考虑反向属性。

为了提出考虑所有类型质量属性且与Berger (1993）和Wang (2013）提出的模型相反的方程式, 在这项工作中, 使用Kano模型改编了问卷。 SERVQUAL模型的维度, 并应用于使用航空公司服务的游客。数据收集是通过社交媒体进行的, 获得了694条回应。

调查结果表明, 被认为是反向的属性与服务的延迟（延迟登机（属性23）, 行李寄送的延迟（属性24）, 机上服务的延迟（属性25）有关。以及起飞延迟（属性26）引起游客的不满, 此外, 用于比较Berger (1993）和Wang (2013）的不满指标结果的同一数据库显示出不一致的地方, 从而加剧了本研究打算缩小的差距根据本研究的作者提出的满意度指标的提议, 有可能验证由Kano模型开发的关于反向属性定义的确认, 从而加强了客户满意度随着反向属性的存在而降低的事实。

本研究的独创性旨在通过调查Berger等人(1993）提出的不插入反向属性的满意度指标方面的差距来为学术文献和组织实践做出贡献, 后来由Wang (2013）研究。此外, 本研究使用Kano问卷作为输入, 以帮助正确识别和评估所提供服务中存在的所有属性。

Evaluación de la calidad de las aerolíneas para mejorar la gestión estratégica del turismo

El propósito de este estudio es comparar los resultados de los índices de satisfacción del cliente en la literatura y proponer ecuaciones para mostrar que el atributo inverso debe tenerse en cuenta en estos cálculos debido a su impacto en la satisfacción del cliente.

Con el fin de proponer ecuaciones que tengan en cuenta todo tipo de atributos de calidad y en oposición a los modelos propuestos por Berger (1993) y Wang (2013), en este trabajo se desarrolló un cuestionario adaptado del modelo de Kano, utilizando el dimensiones del modelo SERVQUAL y aplicado a los turistas que utilizan el servicio de la aerolínea. La recolección de datos se realizó a través de las redes sociales, obteniendo 694 respuestas.

Los hallazgos muestran que los atributos considerados como revertidos estaban vinculados al retraso en el servicio (Facturación tardía (atributo 23), Retraso en el despacho de equipaje (atributo 24), Retraso en el servicio a bordo (atributo 25) y retraso en el despegue (atributo 26), que genera insatisfacción entre los turistas. Además, la misma base de datos utilizada para comparar los resultados de los índices de insatisfacción de Berger (1993) y Wang (2013) mostró inconsistencias que refuerzan la brecha que esta investigación pretende cerrar Luego de la propuesta de los índices de satisfacción realizada por los autores de la presente investigación se pudo verificar la confirmación respecto a la definición de atributo inverso desarrollada por el Modelo Kano, reforzando que la satisfacción del cliente disminuye con la presencia de atributo inverso.

La originalidad de esta investigación busca contribuir a la literatura académica y las prácticas organizacionales investigando un vacío en los índices de satisfacción propuestos por Berger et al. (1993) por no insertar los atributos inversos y, posteriormente, estudiado por Wang (2013). Además, esta investigación utiliza el cuestionario de Kano como insumo para ayudar en la correcta identificación y evaluación de todos los atributos presentes en el servicio ofrecido.

With increasing market competition, it is not sufficient for organizations to rely solely on continuous improvement in order to maintain and develop their competitive edge. There is a need to begin a strategic move towards innovation. This paper proposes an integrated approach involving SERVQUAL, Kano’s model, and quality function deployment. The approach aims to help organizations to evaluate customer satisfaction, to guide improvement efforts in strengthening their weak attributes, and to expedite the development of innovative services through the identification of attractive attributes and embedding them into future services. A case study is presented to evaluate the image of Singapore from the Indonesian tourists’ perspective. Several strong and weak attributes of Singapore tourism were identified and analyzed. Strategies to improve the weak attributes were identified.

In today's era of a digital world, mobile phones have now become an essential part in everyday life. The selection of the best mobile phone among the available alternatives is a complex decision making it a problem for the customers. Mobile phone manufactures are facing a lot of problems for launching/introducing a mobile phone according to the requirement of customers and it depends on a number of criteria/attributes such as: technical specifications, price, brand etc.

In the presented work, the above-discussed problem has been considered as a Multi-Criteria Decision Making MCDM problem and an approach based on Kano model with Fuzzy AHP and TOPSIS has been proposed to solve the problem. The Kano model has been used for identifying the different Kano categories of all the features through a customer survey. Fuzzy AHP has been applied to achieve the weights of each feature in order to introduce a best mobile phone for the customers. TOPSIS has been used for ranking of alternatives.

main features with different other sub-features have been selected for the study. Different features have been considered as categories and their Kano categories have been found out. The importance of these features has also been calculated by Fuzzy-AHP in terms of their evaluated weights. Different mobile phones have been ranked by TOPSIS according to their features calculated by Fuzzy-AHP. The proposed approach seems effective for identifying/classifying different attributes/features of mobile phones according to customer's requirements.

Here, different features of a mobile phone have been considered for designing a suitable mobile phone. Thus, this work can help a designer to design and select a suitable feature for a customer-oriented mobile phone.

The purpose of this study is to propose an effective mechanism of developing innovative ICT‐enabled services from the perspective of experiential marketing with the aim to utilize a commonly used product design model of Kano.

To illustrate the application of the integrative approach of mechanism, a case of innovative ICT‐enabled residential video surveillance is given to identify customer needs based on Bernd Schmitt's five strategic experiential modules (SEMs). Afterward, the Kano questionnaire is developed and used in an on‐line survey. Data from 668 respondents are collected and analyzed in light of Kano's method.

A total of 15 innovative service requirements is identified. Among them, seven requirements are attractive and eight are one‐dimensional attributes according to Kano's method of categorization.

Under the competitive situations that most of the ICT‐enabled service providers provide similar products and services, firms need to grasp customer needs and wants and convert them into deliverable services promptly. The result reveals that integrating Kano model with SEMs are good tools in exploring customer needs and wants for ICT‐enabled services.

To explore the experiential aspects of consumption has become the most important source for value creation. However, it is hard to find a systematic approach with common language for cross‐functional design team. This study aims to solve this problem by incorporating two well‐known models. Though the models used are widespread, it is rarely found in using Kano's model to explore the experiential aspects of consumption; likewise, SEMs are rarely implemented systematically.