C-Kano model: a novel approach for discovering attractive quality elements

Lin

Total Quality Management & Business Excellence

2013

In recent years, service industries in many countries have grown rapidly and now play an important role in national employment and GDP; moreover, as living standards have risen, intangible service qualities have become increasingly important. Thus, as one of the closest commercial links to consumers, department stores should strive to enhance the quality of their services to attract and retain customers and to maintain their competitiveness. In this study, the Retail Service Quality Scale was adopted and the Kano and Refined Kano models were applied to extract service-quality factors; then, the importance-satisfaction (I-S) model was used to clarify the service-quality factors to be improved before employing the theory of inventive problem-solving method to measure innovation. Finally, the service-quality and quality factors falling in the I-S model's excellent area were imported into quality function deployment using the voice of the customer process to establish a department-store house of quality for innovative service. Based on its empirical results, this study proposes a general framework for innovative service-quality for department stores to use in formulating service innovation strategies. The findings and developed framework will improve the performance of department stores by enhancing the quality of service.

Section: The Kano Model Refined Kano Model and I-s Modelmentioning

confidence: 98%

Constructing innovative service quality for department stores

Lin

Total Quality Management & Business Excellence

2013

“…Erase means to subtract something. Chen, Liu, Hsu, and Lin (2010) expressed E as to Eliminate, remove or simplify; which is similar to reducing elements from the object we are working on. Elaborate means to refine and evaluate ideas to improve an object, which is also linked to the concept of elimination.…”

Section: Reorganizationmentioning

confidence: 99%

New SCAMPERS

Tsai

2019

Int J Innov Educ Res

It has long been known that the SCAMPER checklist is a useful tool for developing creative thinking. However, the meanings of some words might change based on the different interpretations of the users. Here we aimed to reorganize this model to avoid placing different thinking directions into the same category. We designed a new checklist, including Substitute, Combine, Adjust, Modify, Permute, Eliminate, Repurpose, and Size, and renamed it NEW SCAMPERS. Using a questionnaire, we tested the participants’ understanding of the checklist’s meanings and its application. We recruited 194 students from three campuses and analyzed 191 completed answers. We found that students can comprehend the new classified category, and most do well on the application inspection. Thus, the new checklist was proven to be an appropriate technique for group creative thinking.

“…In recent years, the number of studies using Kano’s model has substantially increased, but its quantitative evaluation, classification criteria, and decision support still need to be improved [ 2 , 29 , 43 – 45 ]. Some researchers who adopted Kano’s model could not identify attractive qualities because of an inadequate questionnaire design, inappropriate quality attribute definition, or improper quality attribute life cycles [ 46 – 47 ]. Improvements to Kano’s model have been proposed, for example modifying questionnaires, improving classification methods, or integrating Kano’s model with other tools [ 12 , 44 , 48 – 50 ].…”

Section: Literature Review and Conceptual Backgroundmentioning

confidence: 99%

Empirical research on Kano’s model and customer satisfaction

et al. 2017

Products are now developed based on what customers desire, and thus attractive quality creation has become crucial. In studies on customer satisfaction, methods for analyzing quality attributes and enhancing customer satisfaction have been proposed to facilitate product development. Although substantial studies have performed to assess the impact of the attributes on customer satisfaction, little research has been conducted that quantitatively calculate the odds of customer satisfaction for the Kano classification, fitting a nonlinear relationship between attribute-level performance and customer satisfaction. In the present study, the odds of customer satisfaction were determined to identify the classification of quality attributes, and took customer psychology into account to suggest how decision-makers should prioritize the allocation of resources. A novel method for quantitatively assessing quality attributes was proposed to determine classification criteria and fit the nonlinear relationship between quality attributes and customer satisfaction. Subsequently, a case study was conducted on bicycle user satisfaction to verify the novel method. The concept of customer satisfaction odds was integrated with the value function from prospect theory to understand quality attributes. The results of this study can serve as a reference for product designers to create attractive quality attributes in their products and thus enhance customer satisfaction.