Purpose – The purpose of this paper was to determine whether luxury hotel managers and customers have the same understanding of service quality and satisfaction and whether there is a disparity between services offered by luxury hotels and the way customers actually experience them....

This study applied the Kano two-dimensional quality model and quality function deployment (QFD) to develop the black bean’s reputation as a health food and identify quality attributes of consumers’ needs in order to effectively control the attributes. This study first conducted a literature...