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Article
Publication date: 1 April 1996

Kurt Matzler, Hans H. Hinterhuber, Franz Bailom and Elmar Sauerwein

Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction…

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Abstract

Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction for answering these questions and for drawing conclusions for the management of product development. In his model, Kano distinguishes between three types of product requirement which influence customer satisfaction in different ways when met: must‐be requirements, which are basic criteria of a product ‐ if these requirements are not fulfilled, the customer will be extremely dissatisfied; one‐dimensional requirements, where customer satisfaction is proportional to the level of fulfillment, the higher the customer’s satisfaction and vice versa; and attractive requirements, which are the product criteria which have the greatest influence on how satisfied a customer will be with a given product. Attractive requirements are neither explicitly expressed nor expected by the customer.

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Journal of Product & Brand Management, vol. 5 no. 2
Type: Research Article
ISSN: 1061-0421

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Book part
Publication date: 12 March 2019

Hamed Fazlollahtabar and Mohammad Saidi-Mehrabad

Abstract

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Cost Engineering and Pricing in Autonomous Manufacturing Systems
Type: Book
ISBN: 978-1-78973-469-0

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Article
Publication date: 10 May 2021

Deonir De Toni, Ricardo Antonio Reche and Gabriel Sperandio Milan

This study aims to propose and test a theoretical model that contemplates antecedent constructs of organizational performance, as well as the interaction among them.

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Abstract

Purpose

This study aims to propose and test a theoretical model that contemplates antecedent constructs of organizational performance, as well as the interaction among them.

Design/methodology/approach

A survey was conducted with 151 Brazilian exclusive stores in the planned furniture segment. The data analysis was performed using two statistical techniques, focused on hierarchical regression and mediation and moderation tests.

Findings

Among the main results of the survey are the direct and significant effects of value-based pricing and innovation strategies and the indirect effect of market orientation on market performance. As for moderation, the authors identified that profitability moderates the relationship between value-based pricing and market performance, and the degree of sales projection moderates the relationship between market orientation and market performance.

Originality/value

The insertion of value-based pricing as a variable in quantitative analysis of market performance meets the lack of academic research. When the constructs are combined or interacted with each other, they have a stronger and more significant effect on performance. In addition, this work proposes two moderating variables that can interfere in the relationship between the analyzed constructs (profitability and sales projection). It was identified that the relationships between the constructs and that the orientation towards the market (despite not directly impacting market performance) interfere with the relationship based on mediation of variable innovation strategies and value-based pricing.

Details

International Journal of Productivity and Performance Management, vol. 71 no. 8
Type: Research Article
ISSN: 1741-0401

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Available. Open Access. Open Access
Article
Publication date: 23 January 2025

Andreas Hinterhuber and Owais Khan

A fundamental research question is what leads some organizations, but not others, to be sustainable in their procurement operations. Extant theoretical frameworks, while valuable…

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Abstract

Purpose

A fundamental research question is what leads some organizations, but not others, to be sustainable in their procurement operations. Extant theoretical frameworks, while valuable, do not fully reflect the nuances of decision-making in procurement operations. We aim to illuminate the role of individual attitudes, capabilities, and behavioral intentions in actualizing sustainable procurement.

Design/methodology/approach

We develop a framework by adapting the theory of planned behavior (TPB) to the context of sustainable procurement. We test the framework with a sample of 465 procurement professionals based in the EU through partial least squares structural equation modeling.

Findings

We find that sustainable purchasing behavior is predominantly shaped by behavioral intention, that is, willingness to pay for sustainability. This behavioral intention is significantly influenced by individual attitudes and capabilities in addition to awareness of consequences and perceived corporate social responsibility engagement but, interestingly, not by individual subjective norms.

Originality/value

The TPB is one of the most influential models for predicting behavior. However, the application of the theory in operations management is hitherto limited. The present study contributes to understanding individual-level antecedents of operations management practices and offers suggestions to practitioners engaged in fostering sustainable procurement.

Details

International Journal of Operations & Production Management, vol. 45 no. 13
Type: Research Article
ISSN: 0144-3577

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Article
Publication date: 4 March 2022

Piyush Ranjan and Jogendra Kumar Nayak

The purpose of this study is to highlight the need for developing pricing capability (PC) for business-to-business firms to effectively manage and execute the pricing activities…

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Abstract

Purpose

The purpose of this study is to highlight the need for developing pricing capability (PC) for business-to-business firms to effectively manage and execute the pricing activities in the organization and succeed in a competitive market. Using the firms’ resource-based view, organizational learning theory and organizational capabilities literature, this study develops a conceptual framework in which market-focused learning and firm innovativeness are potential antecedents of PC and pricing value and business performance (BP) are consequences.

Design/methodology/approach

The authors conducted an online e-mail-based survey to collect primary cross-sectional data from the 127 Indian small and medium-sized enterprises (SMEs). The partial least squares structural equation modeling technique was used to empirically validate a conceptual framework as well as the research hypotheses.

Findings

The findings indicate that market-focused learning and firm innovativeness have a substantial influence on PC, which in turn positively affects both pricing value and BP. Moreover, pricing value demonstrates a partial mediating effect on the link between PC and BP.

Research limitations/implications

This research has certain limitations, namely, using cross-sectional data and limited sample size. More empirical research on the antecedents of PC is required.

Practical implications

The empirical findings enlighten the SMEs on the significance of developing specialized PC in delivering superior pricing value to customers and achieving greater BP.

Originality/value

The existing literature lacks empirical data on the development and antecedents of PC, particularly in the SME context. The current study empirically examines the impact of market-focused learning and firm innovativeness on PC.

Details

Journal of Business & Industrial Marketing, vol. 38 no. 1
Type: Research Article
ISSN: 0885-8624

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Article
Publication date: 5 September 2023

Qianling Jiang, Zheng Wang and Jie Sun

The rise of interactive fitness games in the post-epidemic era has resulted in the need to establish a quality evaluation index system. This study aims to develop such a system…

194

Abstract

Purpose

The rise of interactive fitness games in the post-epidemic era has resulted in the need to establish a quality evaluation index system. This study aims to develop such a system and provide a reference for enhancing the quality of interactive fitness games.

Design/methodology/approach

To achieve this, interviews and questionnaires were conducted to identify the factors that influence the quality of interactive fitness games. The Kano model and SII (Satisfaction Increment Index)-Dissatisfaction Decrement Index (DDI) two-dimensional quadrant analysis were then used to explore differences in quality judgment between males and females, as well as their priorities for improving interactive fitness games.

Findings

The study revealed that males and females have different quality judgments for “rich and diverse content,” “motivational value,” “sensitive motion recognition detection” and “portability.” However, both genders share similar views on the other quality factors. In addition, the study identified differences in the priority of improvement between men and women. “Very interesting,” “effective fitness achievement,” “motivating fitness maintenance,” “sensitive motion recognition detection,” “portability” and “educational value” were found to be of higher priority for men than women.

Originality/value

These findings provide a valuable theoretical reference for developers and designers of interactive fitness games seeking to enhance the user experience.

Details

Kybernetes, vol. 53 no. 12
Type: Research Article
ISSN: 0368-492X

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Article
Publication date: 13 June 2016

Sharifah Faridah Syed Alwi, Bang Nguyen, TC Melewar, Yeat Hui Loh and Martin Liu

The purpose of this paper is to explore brand equity from multiple perspectives (tangible and intangible) and their joint consequences, namely, on industrial buyers’ brand loyalty…

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Abstract

Purpose

The purpose of this paper is to explore brand equity from multiple perspectives (tangible and intangible) and their joint consequences, namely, on industrial buyers’ brand loyalty and their long-term commitment. The aim is to provide a more comprehensive framework of the buyer’s behavioral response in the business-to-business context by integrating both trust elements and industrial brand attributes (brand performance and industrial brand image). In addition, the study explores the mediation effects of trust and brand attributes on industrial buyers’ responses such as loyalty and long-term commitment.

Design/methodology/approach

Using a survey approach, the study includes respondents working in the heating, ventilating and air-conditioning (HVAC) industry in Malaysia, and data are collected in the industrial air-conditioning segment. The research model was tested with SEM.

Findings

Findings show that brand performance and industrial brand image directly affect brand trust but with different effects on buyers’ commitment and loyalty. Interestingly, industrial brand image only mediates the responses via brand trust, while brand performance has a direct effect. Thus, both brand performance and industrial brand image build buyer trust. But in this context, it is brand performance rather than industrial brand image that influences long-term commitment and loyalty. The study concludes that in the HVAC industry, brand performance, industrial brand image, buyer trust, industrial loyalty and commitment build brand equity.

Originality/value

Significant research reveals that, in business-to-business contexts, brand equity depends on the supplier’s brand trust and attributes of the brand such as brand image and brand performance. While useful in guiding a supplier’s or industry’s brand strategy, the study of both brand trust and brand attributes has led to only a partial explanation of the supplier’s or industry’s brand equity. The present research explores industrial brand equity, focussing on tangible assets (performance) and intangible assets (brand image), and their joint consequences.

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Industrial Management & Data Systems, vol. 116 no. 5
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 1 April 2005

Mike Peters

The paper deals with succession processes in tourism family enterprises. Beginning with a literature review on succession in family firms, the paper focuses on the motivation…

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Abstract

The paper deals with succession processes in tourism family enterprises. Beginning with a literature review on succession in family firms, the paper focuses on the motivation structure of successors and his/her perceived problems associated with succession in family enterprises. A survey carried out in the Italian Alps during 2003 analyses ex‐post evaluations of succession processes by successors. In a first attempt, the author establishes the importance of family business succession research in terms of the available literature. Relevant succession models to be found in the social sciences literature are discussed in order to deduce relevant research questions for the empirical study at hand. The focus of the paper is an analysis of success in family firms succession processes, based on varying motivation structures (factors) of the successor.

Details

Tourism Review, vol. 60 no. 4
Type: Research Article
ISSN: 1660-5373

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Article
Publication date: 22 September 2021

Uchenna Uzo

This study aims to investigate how and why retailers and resellers in sample firms of the informal economy set prices and the performance implications for the firm’s pricing…

248

Abstract

Purpose

This study aims to investigate how and why retailers and resellers in sample firms of the informal economy set prices and the performance implications for the firm’s pricing efforts.

Design/methodology/approach

The author generated their insights through an inductive qualitative study of four organizations operating within the informal economy in the Nigerian retailing sector.

Findings

The study found that some organizations within the informal economy set prices in different ways i.e. negotiated pricing and fixed pricing. The contracting criteria between the retailers and resellers determine the pricing strategy. Contractual terms based on relational ties between both facilitate negotiated price-setting, while contractual terms based on non-relational ties promote fixed pricing. The type of price-setting arrangement of the sampled retailer relates to the organization’s performance within its industry. Particularly, the study found that retailers that adopted negotiated pricing performed above the industry average for their product category. In contrast, the retailers that adopted fixed pricing performed below the industry average for their product category.

Originality/value

As far as the author knows, this is the first study to investigate pricing methods within the informal economy. This is also the first known study to investigate price-setting arrangements between retailers and resellers within the informal economy. Another unique contribution of this paper is that it is the first study that focuses on pricing interactions among business-to-business firms within the informal economy. The study contributes to the work on relational embeddedness, relational contracting and informal economies.

Details

Qualitative Market Research: An International Journal, vol. 24 no. 5
Type: Research Article
ISSN: 1352-2752

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Article
Publication date: 8 May 2017

Jea-Il Sohn, Su-Han Woo and Taek-Won Kim

The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.

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Abstract

Purpose

The purpose of this paper is to evaluate logistics service quality using the Kano’s service quality model in the logistics-triadic context.

Design/methodology/approach

This study undertakes a survey research in semiconductor manufacturing equipment (SME) industry. Logistics service quality is categorized using Kano’s classification and a comparison is made of the perception of three sample groups who are SME firms, semiconductor manufacturers (SMs) and third-party logistics (TPL) providers.

Findings

Several attributes of logistics service quality are evaluated as “Must-be” quality which does not contribute to customer satisfaction, indicating existence of the non-linear relationship between some logistics service quality attributes and customers’ satisfaction. The group comparison reveals that TPL firms perceive most quality attributes as “Attractive” and “One-dimensional” whereas SMs and SME firms perceive more attributes as “Must-be.”

Research limitations/implications

Logistics service quality elements should not be used in the same way assuming the same effect of logistics service elements on customer satisfaction. It should be also noted that logistics service quality attributes have different effect on satisfaction according to the positions in the logistics triad.

Practical implications

This paper provides SME firms with useful information on how to manage their logistics service quality to improve customer satisfaction. SME firms and TPL providers need to arrange a collaborative format where logistics service quality is regularly monitored and three members discuss solutions to improve their quality performance.

Originality/value

This study is a rare empirical investigation to actually assess and compare perception on logistics service quality among the entities in a logistics triad. This study applies the Kano model to the triadic relationship in logistics service provision, which may be the first attempt to the authors’ best knowledge.

Details

The International Journal of Logistics Management, vol. 28 no. 2
Type: Research Article
ISSN: 0957-4093

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