How do interactions of Kano model attributes affect customer satisfaction? : an analysis based on psychological foundations
Gerson Tontini, Klaus Solberg Søilen and Amélia Silveira
| Year of publication: |
2013
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| Authors: | Tontini, Gerson ; Solberg Søilen, Klaus ; Silveira, Amélia |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 24.2013, 11, p. 1253-1271
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| Subject: | Kano model | customer satisfaction | quality management attributes interaction | intrinsic motivators | extrinsic motivators | Kundenzufriedenheit | Customer satisfaction | Qualitätsmanagement | Quality management | Konsumentenverhalten | Consumer behaviour | Motivation | Dienstleistungsqualität | Service quality | Messung | Measurement | Leistungsmotivation | Work motivation |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10010207252