References
- Berger , C. 1992 . Kano's methods for understanding customer – defined quality . Center for Quality Management Journal , : 3 – 35 .
- Deming , W. E. 1986 . Out of Crisis , Cambridge , MA : MIT Press .
- Eklof , J. A. and Westlund , A. 1998 . Customer satisfaction index and its role in quality management . Total Quality Management , 9 ( 4&5 ) : 80 – 85 .
- Gorst , J. 1998 . Providing customer satisfaction . Total Quality Management , 9 ( 4&5 ) : 100 – 103 .
- Headley , D. E. and Choi , C. 1992 . Achieving service quality through gap analysis and a basic statistical approach . The Journal of Services Marketing , 6 ( 1 ) : 5 – 14 .
- Hinterhuber , H. H. 1997 . Un modello semiqualitative per la valutazione della soddisfazione del cliente . Micro and Macro Marketing , : 127 – 143 .
- Kano , N. 1984 . Attractive quality and must-be quality . Journal of Japanese Society for Quality Control , 14 ( 2 ) : 38 – 48 . (in Japanese)
- Kano , N. 1996 . “ Attractive quality and must-be quality ” . In The Best on Quality , Vol. 7 , Milwaukee , WI : ASQC Quality Press .
- King , C. A. 1987 . A framework for a service quality assurance system . Quality Progress , : 27 – 32 .
- Kondo , Y. 2001 . Customer satisfaction: how can I measure it? . Total Quality Management , 12 ( 7&8 ) : 867 – 872 .
- Kristensen , K. 1992 . On measurement of customer satisfaction . Total Quality Management , 3 ( 2 ) : 123 – 128 .
- Matzler , K. and Hinterhuber , H. H. 1998 . How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment . Technovation , 18 ( 1 ) : 25 – 37 .
- Miyakawa , M. and Wong , C. K. Analysis of attractive quality and must-be quality through product expectation factors . Proceedings of 35th Technical Conferenc . Tokyo . pp. 101 – 104 . Japan Society for Quality Control .
- Rao , S. S. 1997 . Does ISO 9000 have an effect on quality management practices? An empirical study . Total Quality Management , 8 ( 6 ) : 335 – 346 .
- Sa Moura , P. and Saraiva , P. 2001 . The development of an ideal kindergarten through concept engineering/quality function deployment . Total Quality Management , 12 ( 3 ) : 365 – 372 .
- Schvaneveldt , S. J. 1991 . Consumer evaluation perspectives of service quality: evaluation factors and two-way model of quality . Total Quality Management , 2 ( 2 ) : 149 – 161 .
- Sirohi , N. 1998 . A model of customer perception and store loyalty intentions for a supermarket retailer . Journal of Retailing , 74 : 223 – 245 .
- Yang , C. C. 2003 . Establishment and applications of the integrated model of service quality measurement . Managing Service Quality , 13 ( 4 ) : 310 – 324 .