Erto, Pasquale; Vanacore, Amalia; Staiano, Michele - In: The TQM Journal 23 (2011) 2, pp. 196-215
Purpose – This paper aims to provide a quantitative decision approach to the service quality management, developed on the basis of Kano's theory of attractive quality. The proposed approach aims at exploiting contacts with service made by “mystery guests” rather than traditional surveys on...