The Use of the Kano Model to Enhance Customer Satisfaction
Background/purpose: The interest of measuring customer satisfaction is reflected in its ability to gain customer loyalty, enhance favourable word of mouth, lead to repeat purchases and improve a company’s market share and profitability. The issue of integrating the Kano model of customer satisfactio...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Sciendo
2017-12-01
|
| Series: | Organizacija |
| Subjects: | |
| Online Access: | http://www.degruyter.com/view/j/orga.2017.50.issue-4/orga-2017-0025/orga-2017-0025.xml?format=INT |