Using Kano and Refined Kano to Investigate Customer Service Strategy of Management Consulting Industry

• Main Authors: Chung-Kai Ho, 何宗凱
• Other Authors: Yung-Fu Huang
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/68842679614278774402

碩士 === 朝陽科技大學 === 企業管理系碩士班 === 97 === This research investigates the Customer Service Strategy of Management Consulting Industry by applying Kano’s Model and Refined Kano’s Model. This study applies Kano’s questionnaire to classify the quality attributes.The customer satisfaction of consultant service is investigated as well. The findings show that the service item can be classified to different categories by Kano’s Model and Refined Kano’s Model. In addition to sketch the customer service strategy, the Kano’s Model classified three quality attributes： the equipments provided by consultants, the consultant from different background, and continually concerned with customer satisfaction. High or low attractive quality attributes were made to strategy reference by Refined Kano’s Model. In addition, there are six quality attributes fall in the to be improved area, these also belong to the top six Improvement index, when Management Consultant to weight investment improvement resources order successively may depend on this basis.