Typology of Kano models: a critical review of literature and proposition of a revised model

Shahin, Arash; Pourhamidi, Masoud; Antony, Jiju; Park, Sung Hyun

doi:10.1108/02656711311299863

Cited by 103 publications

(98 citation statements)

References 28 publications

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“…Because of its clarity and simplicity, this model very quickly found its place in the 'quality community', in particular for the interpretation of requirements (Witell & Löfgren, 2007). The ratio between theoretical and empirical types of research in the Kano model is quite balanced, as was showed in an earlier study by Shahin, Pourhamidi, Antony, and Park (2013). Standardised models of quality, for instance ISO 9001, as well as open approaches based on TQM principles, broadly concur that identification of customer requirements plays a key role in quality management (Grauzeľ & Hrnčiar, 2003).…”

Section: Introductionmentioning

confidence: 86%

“…This type of requirements presents a certain minimal level of product or service that must be reached by the organisation. Shahin et al (2013), for example, says that 'if you don't get the basis, all else is useless'.…”

Section: Categorisation Of Requirementsmentioning

confidence: 97%

“…The evaluation sheet has itself been a subject of expert research: Lee et al (2011), for instance, has proposed a number of adjustments to increase the accuracy of requirement categorisation, and other approaches can be found in earlier studies by Schvaneveldt, Takao, and Masami (1991) or Matzler and Hinterhuber (1998). Using the standard evaluation sheet, it is possible to categorise requirements into the following groups/categories (Shahin et al, 2013):…”

Section: Categorisation Of Requirementsmentioning

confidence: 99%

“…A number of modifications of the Kano model have been proposed which claim to offer enhanced accuracy (Shahin et al, 2013). Accurate identification of customer requirements is a frequent subject of research by authors interested in management (or social sciences).…”

Section: Introductionmentioning

confidence: 99%

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Increasing accuracy of the Kano model – a case study

Madzík

2016

Total Quality Management & Business Excellence

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This study focuses on the Kano model which is used to categorise the requirements of customers. The study describes the three most frequently used modifications of the Kano model and then systematically analyses the key effects of these modifications. A new approach -Type IV -is then proposed. Using Type IV, it is possible to eliminate the disadvantages identified in the above-mentioned existing approachesthe level of accuracy for the producer and the difficulty of the method for the customer. The proposed approach is based on a modification of the process of requirement categorisation intended to minimise the discrepancy zone between the calculated and the real position of a particular requirement. The Type IV Kano model is then validated by using an example of categorisation of requirements for after-sales services in the car industry. Validation found that the approaches proposed in this study significantly improve the accuracy of requirement categorisation without increasing the difficulty for the customer.

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Section: Introductionmentioning

confidence: 86%

Section: Categorisation Of Requirementsmentioning

confidence: 97%

Section: Categorisation Of Requirementsmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Increasing accuracy of the Kano model – a case study

Madzík

2016

Total Quality Management & Business Excellence

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“…Diferenciando dos estudos tradicionais por estabelecer uma relação quantitativa entre o grau de satisfação ou insatisfação dos clientes, enfatizando ao prestador de serviços não somente as expectativas dos clientes atuais, que são fundamentais para o sucesso do negócio, mas também as expectativas potenciais que podem estimular os clientes (SHAHIN, 2013;SHAHIN & ZAIRI, 2009).…”

Section: Introductionunclassified

Inovação em Empresas Prestadoras de Serviços de Saúde: Uma Contribuição através da Metodologia de Kano

Vasconcelos¹

2014

RGSS

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RESUMOO dinamismo que domina as relações organizacionais, decorrentes das mudanças socioeconômicas, alta competitividade, desenvolvimento tecnológico, tornou a satisfação das necessidades dos clientes um fator decisivo para a vantagem competitiva do negócio. Os clientes percebem a qualidade de um produto/serviço segundo diversas dimensões, sendo prioritário determinar quais são essas dimensões. Nesse sentido, o foco desse trabalho será propor um modelo de mensuração dos atributos que influenciam a satisfação dos clientes em serviços de saúde e como essas características podem contribuir para a diferenciação e inovação do segmento em estudo. O Modelo KANO de Satisfação do Cliente apresenta-se como uma alternativa mais precisa para a determinação de quais atributos devem ser incorporados a um produto ou serviço, frente aos modelos tradicionais que não estimam essas percepções. Para isso estruturamos esse estudo através de uma pesquisa bibliográfica, apresentando as particularidades do segmento de serviços, os conceitos de inovação para em seguida propormos a aplicação do Modelo KANO e como essas características podem contribuir para um bom desempenho em meio a um cenário competitivo e inovador que é a área hospitalar. Utilizamos como metodologia de trabalho a abordagem descritiva e exploratória. Palavras-chave:Satisfação do Cliente; Modelo KANO; Inovação em Serviços de Saúde. INNOVATION IN CONTRACTOR HEALTH: A CONTRIBUTION BY KANO'S METHODOLOGY ABSTRACTThe dynamism that dominates organizational relationships arising from socioeconomic changes, highly competitive, technological development, turned the satisfaction of customer needs a decisive factor for competitive advantage in business. Customers perceive the quality of a product / service according to several dimensions, and it is a priority to define those dimensions. Accordingly, the focus of this work is to propose a model for measuring the attributes that influence customer satisfaction in health services and how these characteristics may contribute to the differentiation and innovation in the segment under study. The KANO Model of Customer Satisfaction is a more accurate alternative to determine which attributes should be incorporated into a product or service, comparing to traditional models which do not estimate these perceptions. With this purpose we structured this study through a desk research about the particularities services segment, also the concepts of innovation, so we can propose the application of the KANO Model and how these characteristics may contribute to a good performance in a competitive landscape and innovative which is the hospital area. The working method was the descriptive and exploratory approach.

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Customer‐centric Planning

2021

Quality Planning and Assurance

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Typology of Kano models: a critical review of literature and proposition of a revised model

Cited by 103 publications

References 28 publications

Increasing accuracy of the Kano model – a case study

Increasing accuracy of the Kano model – a case study

Inovação em Empresas Prestadoras de Serviços de Saúde: Uma Contribuição através da Metodologia de Kano

Customer‐centric Planning

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