The TQM Journal: Volume 23 Issue 2
Table of contents - Special Issue: The theory of attractive quality
Guest Editors: Lars Witell, Martin Lfgren, Anders Gustafsson
The theory of attractive quality and experience offerings
Claes HögströmThe aim of this paper is to discuss the use of the theory of attractive quality and the Kano methodology in an experience context in order to understand how different experienced…
Analysing the preferred characteristics of frontline employees dealing with customer complaints: A cross‐national Kano study
Thorsten Gruber, Ibrahim Abosag, Alexander E. Reppel, Isabelle SzmiginThis paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions…
Using service gaps to classify quality attributes
Sia Mal Kong, Kanesan MuthusamyThis paper aims to explore the relationship between the students' perceptions of service performance and the service gaps. The main objective is to investigate whether the…
From expectations and needs of service customers to control chart specification limits
Ruben Gregorio, Peter CronemyrThe aim of this paper is to develop a model to help service organizations to set the specification limits according to the customer expectations.
A new Kano's evaluation sheet
Yu‐Cheng Lee, Shao‐Bin Lin, Ya‐Li WangKano's model is extensively applied in industry and by researchers. However, the model has a shortcoming in that enterprises cannot use it to evaluate the influences of quality…
A service quality map based on Kano's theory of attractive quality
Pasquale Erto, Amalia Vanacore, Michele StaianoThis paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach…
Attractive quality for requirement assessment during the front‐end of innovation
Helmi Ben Rejeb, Vincent Boly, Laure Morel‐GuimaraesThe purpose of this paper is to provide a new decision‐aided tool for selecting customer needs during the new product development process.
Theory of attractive quality and life cycles of quality attributes
Martin Löfgren, Lars Witell, Anders GustafssonThe purpose of this study is to shed further light on the dynamics of quality attributes, as suggested by the theory of attractive quality. The study aims to investigate the…
ISSN:
1754-2731e-ISSN:
1754-274XISSN-L:
1754-2731Renamed from:
The TQM MagazineOnline date, start – end:
2008Copyright Holder:
Emerald Publishing LimitedOpen Access:
hybridEditor:
- Professor Maria Vincenza Ciasullo