Kano Model Application in the Tourism Industry: A Systematic Literature Review

Pandey, Ashutosh; Sahu, Rajendra; Joshi, Yatish

doi:10.1080/1528008x.2020.1839995

Cited by 18 publications

(11 citation statements)

References 67 publications

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“…This study can bridge a gap in tourism and hospitality literature, where very few empirical studies integrating the MEC and Kano model exist ( Lin et al, 2012 ; Lin et al, 2018 ; Yeh & Lin, 2017 ). In the context of event products/services, this remains a relatively unexplored research area ( Pandey, Sahu, & Joshi, 2020 ). We expand the research lens to reveal previously unknown or unobserved event attributes, especially pandemic-related ones.…”

Section: General Discussion and Conclusionmentioning

confidence: 99%

Reexamining event attributes, benefits, and values in a time of pandemic: A multi-faceted approach

Boo

Kim

2022

Tourism Management Perspectives

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Section: General Discussion and Conclusionmentioning

confidence: 99%

Reexamining event attributes, benefits, and values in a time of pandemic: A multi-faceted approach

Boo

Kim

2022

Tourism Management Perspectives

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“…Other research approaches can be integrated with the Kano model. It is used for quality improvements in various industries, such as the tourism industry [24], the service industry [25], and the improvement of the quality of transportation services at mega-events [26]. The Kano model offers a better understanding of how users evaluate products and the classification of user requirements for product design [27], helping practitioners focus on the most critical quality attributes of corporate social responsibility domains that should be improved [28].…”

Section: Integration Of Kano and Decision-making Techniquementioning

confidence: 99%

An Empirical Investigation of Green Product Design and Development Strategies for Eco Industries Using Kano Model and Fuzzy AHP

et al. 2022

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Collaboration in green product design and development is becoming more significant to ensure a brighter future for eco industries, and research into such innovation has increased in recent years. So, it has been emphasized by practitioners that green thinking should be adopted from the design stage through the development stage and into the disposal stage of a product. However, it is challenging to identify the severity of strategies that mainly hampers the growth of green product design and development (GPDD). The current research aimed to identify and rank various strategies based on their significant impact on the development of green product design. The study contains three segments: (1) Multiple strategies were identified based on the published literature, project reports, and interactions with academics and industry experts. Then, 22 strategies were selected for GPDD that could be divided into five clusters: cooperation and commitment from top management commitment (TMC), design for environment (DFE), utilization of green technologies (UGT), green external supply chain management (GESCM), and green internal supply chain management (GISCM). (2) The Kano model was used to identify user requirements and satisfaction levels. (3) The priority weight and rank among selected strategies were determined using the fuzzy AHP approach. The results show that the “DFE” ranks highest among the main categories, and “design for disassembly” has been highlighted as a necessary sub-criteria in the emerging eco industries. Various recommendations are suggested to adopt these techniques, which augment the growth of green product design and development for eco industries.

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“…A two-step approach was used to review the literature based on article inclusion criteria and selecting articles from repositories (McLean and Antony, 2014). In this study, the Campbell Collaboration Users Group (2019) approach was used to review research papers at different stages, followed the inclusion criteria outlined by Pandey et al (2020) based on tourism-related journals, journal title, research paper title and subject area in two databases with the most citations -Scopus and Web of Science. A broader-based search was also conducted using different keyword combinations using the term "service blueprint."…”

Section: Findings and Analysis Phasementioning

confidence: 99%

Service blueprint 4.0: a service design for hotels beyond COVID-19

Pandey

Kulshrestha

2021

WHATT

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PurposeThis study examines changes in customer service encounter patterns in response to the COVID-19 pandemic during stays at hotels. The study re-visits the hotel services delivery process and examines how the hotel service blueprint has been re-framed.Design/methodology/approachThe study implemented an exploratory and qualitative research design to identify changes in customer service encounters and the hotel service delivery process. The research applied a cross-sectional survey-based design, which involved open-ended and closed interview questions with hoteliers in the Delhi/NCR region.FindingsThe study identified an increase in contactless service during the service delivery process and in customer service encounters while staying at hotels. In so doing, the various service touchpoints in hotels need to transition from personalized service to contactless service encounters such as at check-in and payment, contactless room key access with available and accessible hand sanitizers, masks, room purifiers, automated room cleaning machines and the deployment of other smart artificial intelligence-based technologies.Practical implicationsThis paper profiles a revised service blueprint model for hotels, which could assist hotel service managers to address potential sources of customer dissatisfaction and service failure during the COVID-19 pandemic.Originality/valueThe paper explores ongoing changes in the hotel service delivery process during the COVID-19 situation and reveals ways in which the service blueprint has been re-framed.

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Kano Model Application in the Tourism Industry: A Systematic Literature Review

Cited by 18 publications

References 67 publications

Reexamining event attributes, benefits, and values in a time of pandemic: A multi-faceted approach

Reexamining event attributes, benefits, and values in a time of pandemic: A multi-faceted approach

An Empirical Investigation of Green Product Design and Development Strategies for Eco Industries Using Kano Model and Fuzzy AHP

Service blueprint 4.0: a service design for hotels beyond COVID-19

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