Stöcker, Björn; Baier, Daniel; Brand, Benedikt M. - In: Journal of Business Economics 91 (2021) 8, pp. 1149-1187
using Kano's method. There are clear measures that promise high customer satisfaction (such as 360° view) and a clear … hierarchy regarding monetary and non-monetary measures. By applying a new method, the segmented Kano perspective, we found …