Kano model : (Record no. 33416)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02660naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0052015165137 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211171850.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 100520s2009 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | SHAHIN, Arash |
| 9 (RLIN) | 40367 |
| 245 10 - TITLE STATEMENT | |
| Title | Kano model : |
| Remainder of title | a dynamic approach for classifying and prioritising requirements of airline travellers with three case studies on international airlines |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | set./out. 2009 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | The present study contributes to the knowledge of how the Kano model and questionnaire are used for classifying and prioritising customer requirements in service industries, such as the international airlines. After the literature review, the application of the Kano model in three case studies is investigated. In one of the investigations, the Kano questionnaire has been used, considering 80 customers, 15 service providers and the airline managers. The results imply that the demographic characteristics of travellers could strongly affect the Kano quality categorisation. Also, in cases where almost all of the requirements are basically 'must-be', such as customer complaints, the regular approach of Kano categorisation seems not to be as effective as expected, hence some initial actions seem necessary prior to the analysis. They might include further classification of major Kano categories into sub-categories. Although the use of the Kano questionnaire provides great advantages, the analysis might become complicated and time consuming in case of multiple groups of customers with a wide range of requirements. The results encourage airline managers to use the Kano analysis as an advanced approach for measurement of satisfaction/dissatisfaction even before developing and launching new services/products, comparing with the traditional questionnaires they regularly use after customers experience of services/products. The study has provided considerable evidence to suggest that the Kano methodology could fulfil the promise of providing service designers with a method to establish the requirements most critical to customers, and to cope with the dynamic nature of the highly competitive service market environment with emphasis on the non-linear relationship between customer satisfaction and customers' requirements fulfilment. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 20 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 9-10 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | ZAIRI, Mohamed |
| 9 (RLIN) | 35609 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 20, 9-10, p. 1003-1028 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, set./out. 2009 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100520 |
| Operator's initials, OID (RLIN) | 1516^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100531 |
| Operator's initials, OID (RLIN) | 1325^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
No items available.
