The HWWP, a refined IVA-Kano model for designing new delightful products or services

Potra, Sabina; Izvercian, Monica; Pugna, Adrian; Dahlgaard, Jens J.

doi:10.1080/14783363.2015.1050168

Cited by 19 publications

(18 citation statements)

References 22 publications

(24 reference statements)

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“…In this situation, we do not have previous performance nor customer satisfaction (perceived value). Potra et al (2017) argue that in this case, we must take into consideration the quality attribute's value-added potential (desired value).…”

Section: Tools and Models For Customer Requirement Assessment A Literature Reviewmentioning

confidence: 99%

“…Wherever quality attributes are first located, the model offers future improvement strategies for enhancement of the importance degree through promotion/ customer education and increased value added to the offer through continuous renewal. Potra et al (2017) have explored the relationship between customer satisfaction scores of the Kano model and customers' self-stated requirements importance. Mkpojiogu and Hashim (2016) also researched this relationship.…”

Section: Tools and Models For Customer Requirement Assessment A Literature Reviewmentioning

confidence: 99%

“…If the classical model was represented by Y, X from which the HWWP stage was denoted, the refined model takes into consideration the distance to the closest curve and the elasticity curve direction for a strategic understanding of a quality attribute's present and future value in a new product/service lifecycle. Potra et al (2017)'s HWWP model has been applied to a marketing campaign for developing a new co-creation contest for a Romanian shoe manufacturing company. This case study has MD 59,2 been chosen because it represents a new service idea for which we do not have prior knowledge.…”

Section: The Generalized Hwwp Proposed Approachmentioning

confidence: 99%

“…often see an agglomeration of points in the upper right corner of the model (see case studies fromPotra et al, 2017;Dahlgaard et al, 2016;Potra and Pugna, 2015 for both HWWP and Kano models).…”

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confidence: 99%

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A strategic decision making tool for new product and service design

Pugna

Potra

Negrea

2020

Self Cite

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PurposeThe present study aims to further research the theory of attractive quality for new offers by analyzing the HWWP (Health, Weapon, Wealth, Prospect) model and testing its uniformity. The purpose is to extend and refine the HWWP model based on meridian elasticity curves with the final scope of building a map for better understanding the potential value of the quality attributes in new product or strategic service design.Design/methodology/approachAfter a thorough analysis of the HWWP model for prepurchase value judgment, it has been observed that the classical form often presents a concentration of the quality attributes in its graphic representation, which limits managerial decision making. This paper presents a new methodology for testing the uniformity of the current HWWP model and a generalized approach for understanding the potential lifecycle of the new offer's features.FindingsThe results of the presented case study validate the novel tool’s applicability and can serve as a reference for managers to adequately classify customer requirements as the first step toward strategic design.Originality/valueThe author’s main contributions are: to have analyzed the current HWWP model and observed the limitations of this approach; to have proposed a statistical simple method used to test the uniformity of the HWWP model; to have developed a generalized new HWWP model that adequately explores each feature value and potential lifecycle base on meridian slices and elasticity orbits.

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Section: Tools and Models For Customer Requirement Assessment A Literature Reviewmentioning

confidence: 99%

Section: Tools and Models For Customer Requirement Assessment A Literature Reviewmentioning

confidence: 99%

Section: The Generalized Hwwp Proposed Approachmentioning

confidence: 99%

mentioning

confidence: 99%

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A strategic decision making tool for new product and service design

Pugna

Potra

Negrea

2020

Self Cite

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“…Kano's theory of attractive quality (Kano, Seraku, Takahashi & Tsuji, 1984) is an important reference in the field of quality management, as underlined by numerous recent research studies from this domain that have exploited its findings in both product and service domains, e.g. (Kim, Geum & Park, 2017;Potra, Izvercian, Pugna & Dahlgaard, 2017;Sohn, Woo & Kim, 2017). A standard method originating from the theoretical fundamentals represents an effective approach to helping understand the potentiality of each customer requirement by emphasizing the asymmetric relationship between performance and perceived satisfaction.…”

Section: Introduction and Motivation Of The Workmentioning

confidence: 99%

Verifying dynamic Kano’s model to support new product/service development

Borgianni

2018

JIEM

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Purpose: Although firms try to shorten time-to-market, the duration of product development projects might anyway jeopardize the assumptions made at the beginning of the design process. This includes the definition of product attributes for ensuring customer satisfaction, thus forecasting techniques could be worthwhile. Within Kano’s method, trajectories of quality attributes have been identified and they can be potentially useful to the scope, but they have not been carefully verified.Design/methodology/approach: The paper takes on the above verification challenge by exploring studies of customer satisfaction conducted by means of Kano’s model regarding manifold industrial fields. The paper focuses on changes in the relevance of customer requirements reported in different contributions and analyses data statistically.Findings: The dynamic trajectories outlined in Kano’s model are partially confirmed and they are valuable in the mid-term to predict changes in customer preferences. The use of quantitative indicators portraying the extent of customer satisfaction and dissatisfaction leads to more reliable predictions.Research limitations/implications: In order to use as many data as possible, information has been used from different industrial fields, which can exhibit different paces in changes of customer preferences.Practical implications: The results benefit firms willing to have a clearer picture of customer main drivers for customer satisfaction at the time of market launch, although customer surveys are conducted at the beginning of product development projects.Originality/value: The paper puts into question previous assumptions about modifications of customer preferences, which, however are just empirically supported and assesses how these can be exploited in a reliable way.

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