Kano's Model: An Integrative Review of Theory and Applications to the Field of Hospitality and Tourism

Gregory, Amy; Parsa, H. G.

doi:10.1080/19368623.2011.641073

Cited by 36 publications

(22 citation statements)

References 29 publications

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“…The questionable quality is the one that cannot be mapped because any level of its performance can lead to the customers' satisfaction or dissatisfaction (Min et al, 2018). The original Kano model was used for more than 20 years until its first refinement was published (Gregory & Parsa, 2013). Löfgren and Witell (2008), Mikulic andPrebežac (2011), Shahin, Pourhamidi, Antony, andPark (2013), and Song (2018) can be consulted for systematic and critical reviews of development and modifications of the Kano model.…”

Section: Figurementioning

confidence: 99%

A holistic approach to manage environmental quality by using the Kano model and social cognitive theory

Dāce

Stibe²,

Timma

2019

Corp Soc Responsibility Env

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Since its first proposition in 1984, the Kano model has been used extensively in a variety of contexts within industries and academic research demonstrating its wide applicability. The Kano model allows for describing the relationship between an objective aspect and a subjective aspect. Yet is this relevant for environmental quality as well? In this study, we explore the cases where the Kano model is used for assessing environmental quality and its perception by consumers and identify the potential influencing factors for its application with this respect. We find that the Kano model can serve as an effective tool for converging towards environmental quality and sustainability by indicating the direction from a social and behavioral choice perspective. We propose an integration of the Kano model with Bandura's triangle (a concept of the social cognitive theory) to create an instrument for driving change of customer attitude and behavior via changing the perception of environmental quality.

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Section: Figurementioning

confidence: 99%

A holistic approach to manage environmental quality by using the Kano model and social cognitive theory

Dāce

Stibe²,

Timma

2019

Corp Soc Responsibility Env

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“…The classification of attributes according to Kano's criteria has been conducted in various contexts, which further confirms the model's usefulness in establishing positioning and pricing strategies and directing product development efforts (Gregory and Parsa, 2013). The Kano's model has also been widely utilized in tourism and hospitality setting (Högström et al, 2010;Pawitra and Tan, 2003), but to the authors' knowledge, there has been no attempt to use the model to categorize eco-service attributes according to tourist preference.…”

Section: Kano's Classification Of Service Attributesmentioning

confidence: 80%

Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes

Thúy

Thao

2019

JABES

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Purpose The purpose of this paper is to identify and classify ecotourism service elements according to their instrumentality to customer satisfaction. Design/methodology/approach Drawing on the ECOSERV model, the authors conduct further qualitative and quantitative research to find additional dimensions of service quality. Kano’s model and Customer Satisfaction Index are then employed with a sample of 324 ecotourists to categorize these service quality elements. Findings A new scale of ecotourism service quality is proposed, with the addition of four dimensions: price-quality, interaction with locals, interaction with other customers and relaxation feelings. The paper also confirms the existence of four groups which are classified according to their level of impacts on satisfaction and dissatisfaction: attractive, one-dimensional, must-be and indifferent. Originality/value The paper improves the present ecotourism scale and develops an integrated approach to facilitate effective decision making by identifying areas that require greater attention, thus providing practical benefits for eco-site managers. It also hopes to contribute to better understanding about ecotourism services in the context of an Asia country like Vietnam and encourages further research in this area.

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“…Not surprisingly, a hotel that had a clean, spacious, well-maintained facility with responsive, friendly, helpful employees sparked delightful experiences. Even though property-related attributes were viewed as basic factors in Kano's (1984) study, the results from this study advocated the important role of facilities in triggering customers' delightful experiences (Gregory & Parsa, 2013).…”

Section: Managerial Implicationsmentioning

confidence: 97%

Investigating the Key Routes to Customers’ Delightful Moments in the Hotel Context

Lee

Shea

2014

Journal of Hospitality Marketing & Management

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Based on increased interest in "customer delight," this study identifies specific customer-described delightful experiences and explores factors that influence guests' delightful experiences in the context of the lodging industry. Utilizing the critical incident technique (CIT), two broad groups of factors are emerged-tangibles (i.e., property related) and intangibles (i.e., service related). Within these two groups, five categories are identified as factors of guests' delightful experiences: service-related tangibles, property-related tangibles, professional services, friendly services, and unexpected services. Consistent with previous studies, results from this study show loyalty is strongly represented when customers have delightful experiences. Implications for industry and academia, as well as directions for future research are discussed.

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Kano's Model: An Integrative Review of Theory and Applications to the Field of Hospitality and Tourism

Cited by 36 publications

References 29 publications

A holistic approach to manage environmental quality by using the Kano model and social cognitive theory

A holistic approach to manage environmental quality by using the Kano model and social cognitive theory

Ecotourists’ satisfaction and dissatisfaction: asymmetric effects of service attributes

Investigating the Key Routes to Customers’ Delightful Moments in the Hotel Context

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