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How to delight your customers

How to delight your customers Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction for answering these questions and for drawing conclusions for the management of product development. In his model, Kano distinguishes between three types of product requirement which influence customer satisfaction in different ways when met: must‐be requirements , which are basic criteria of a product ‐ if these requirements are not fulfilled, the customer will be extremely dissatisfied; one‐dimensional requirements , where customer satisfaction is proportional to the level of fulfillment, the higher the customer’s satisfaction and vice versa; and attractive requirements , which are the product criteria which have the greatest influence on how satisfied a customer will be with a given product. Attractive requirements are neither explicitly expressed nor expected by the customer. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Product & Brand Management Emerald Publishing

How to delight your customers

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Publisher
Emerald Publishing
Copyright
Copyright © 1996 MCB UP Ltd. All rights reserved.
ISSN
1061-0421
DOI
10.1108/10610429610119469
Publisher site
See Article on Publisher Site

Abstract

Asks which product qualities are decisive for the satisfaction of the customer and which features merely prevent dissatisfaction. Proposes Kano’s model of customer satisfaction for answering these questions and for drawing conclusions for the management of product development. In his model, Kano distinguishes between three types of product requirement which influence customer satisfaction in different ways when met: must‐be requirements , which are basic criteria of a product ‐ if these requirements are not fulfilled, the customer will be extremely dissatisfied; one‐dimensional requirements , where customer satisfaction is proportional to the level of fulfillment, the higher the customer’s satisfaction and vice versa; and attractive requirements , which are the product criteria which have the greatest influence on how satisfied a customer will be with a given product. Attractive requirements are neither explicitly expressed nor expected by the customer.

Journal

Journal of Product & Brand Management – Emerald Publishing

Published: Apr 1, 1996

Keywords: Customer requirements; Customer satisfaction; Product attributes; Product development

References

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    Berger, C.; Blauth, R.; Boger, D
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    Griffin, A.; Hauser, J.R.
  • The house of quality
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  • Unternehmenswert und Lean Management
    Hinterhuber, H.H.; Aichner, H.; Lobenwein, W.
  • Wie zufrieden sind Ihre Kunden tatsachlich?
    Homburg, C.; Rudolph. B.
  • Attractive quality and must‐be quality
    Kano, N.
  • Zero‐defections: quality comes to services
    Reichheld, F.F.; Sasser, W.E.
  • A New American TQM Four Practical Revolutions in Management
    Shiba, S.; Graham, A.; Walden. D.