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Two Decades of Using Kano's Theory of Attractive Quality: A Literature Review

Summary: [This abstract is based on the authors' abstract.] The multidimensional model of quality attributes known as Kano' theory of attractive quality has over the past twenty year gained increasing acceptance among academics and practitioners alike. However, no research has provided a systematic review of subsequent development of this theory. A review of 33 papers relevant to the theory of attractive quality revealed several developments with respect to methodological issues, but many of these lack the scientific basis that would justify inclusion in the theory. Study results also provide guidance on how to incorporate the latest developments in Kano methodology in product development and customer satisfaction studies.

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  • Topics: Quality Management, Quality Tools
  • Keywords: Attractive quality creation, Customer satisfaction (CS), Product development, Attribute data, Quality functions
  • Author: Lofgren, Martin; Witell, Lars
  • Journal: Quality Management Journal