The Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano that classifies customer preferences into five categories: Attractive, One-Dimensional, Must-Be, Indifferent, Reverse.
The Kano model offers some insight into the product attributes which are perceived to be important to customers. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model.
1) Attractive Quality - The attractive attributes are those which provides satisfaction when are achieved completely but do not refer to dissatisfaction levels when are not achieved completely. These are those attributes which delight customers which are not expected by them. They are unspoken …show more content…
Customer Satisfaction Definitions
‘Vavra,T.G’,1997’ defined satisfaction as a experience gained post purchase with a product or service given an existing purchase expectation.
‘Howard and Sheth,1969’ defined satisfaction as “the buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone’’
‘Wrestbook and Reilly, 1983’ defined customer satisfaction as an emotional response to the experience provided byproducts or services purchased, retail outlets or even patterns of behaviour such as shopping or consumer buying behaviour, also the market place.
Hotel industry Definitions ‘’Peter Jones and Andrew Lockwood,2002’’ defined hotel as, “a usually large, house run for the agenda of serving travellers with food,lodging etc. Further added an operation that provides accommodation and ancilliary services to people away from home.’’
‘’O’Fallon and Rutherford,2010’’ in ‘Hotek Management and Operations’ defined “hospitality is the cordial and generous reception and entertainment of guests or strangers ,either socially or …show more content…
These literatures are specifically prior to a period is 1990’s.This paper analyses the 4 theories which come under the consistency theory, assimilation theory, contrast theory, assimilation-contrast theory and he negative theory. This review focuses on the major components of the decision making procedure and its also identifies the key measurement related issues relevant to the literature.
This paper also addresses the main key elements of ,“Consumer satisfaction and Dissatisfaction” models, which were widely accepted. The authors argue that even though the “satisfaction and Dissatisfaction”, has been defined in many methods, but they mainly depend upon the need of fulfilment,pleasure,displeasure,cognitive state,subject of evalutation,experience etc.
Conclusion – However while the researchers have used a number of different definitions for satisfactions and dissatisfactions, they generally agree that satisfaction is a set of “inter-related variable” and factors rather than one ‘single
The Kano model offers some insight into the product attributes which are perceived to be important to customers. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model.
1) Attractive Quality - The attractive attributes are those which provides satisfaction when are achieved completely but do not refer to dissatisfaction levels when are not achieved completely. These are those attributes which delight customers which are not expected by them. They are unspoken …show more content…
Customer Satisfaction Definitions
‘Vavra,T.G’,1997’ defined satisfaction as a experience gained post purchase with a product or service given an existing purchase expectation.
‘Howard and Sheth,1969’ defined satisfaction as “the buyer’s cognitive state of being adequately or inadequately rewarded for the sacrifices he has undergone’’
‘Wrestbook and Reilly, 1983’ defined customer satisfaction as an emotional response to the experience provided byproducts or services purchased, retail outlets or even patterns of behaviour such as shopping or consumer buying behaviour, also the market place.
Hotel industry Definitions ‘’Peter Jones and Andrew Lockwood,2002’’ defined hotel as, “a usually large, house run for the agenda of serving travellers with food,lodging etc. Further added an operation that provides accommodation and ancilliary services to people away from home.’’
‘’O’Fallon and Rutherford,2010’’ in ‘Hotek Management and Operations’ defined “hospitality is the cordial and generous reception and entertainment of guests or strangers ,either socially or …show more content…
These literatures are specifically prior to a period is 1990’s.This paper analyses the 4 theories which come under the consistency theory, assimilation theory, contrast theory, assimilation-contrast theory and he negative theory. This review focuses on the major components of the decision making procedure and its also identifies the key measurement related issues relevant to the literature.
This paper also addresses the main key elements of ,“Consumer satisfaction and Dissatisfaction” models, which were widely accepted. The authors argue that even though the “satisfaction and Dissatisfaction”, has been defined in many methods, but they mainly depend upon the need of fulfilment,pleasure,displeasure,cognitive state,subject of evalutation,experience etc.
Conclusion – However while the researchers have used a number of different definitions for satisfactions and dissatisfactions, they generally agree that satisfaction is a set of “inter-related variable” and factors rather than one ‘single