... A total of 38,736 Yelp reviews for 76 outlets of a restaurant chain across the US were collected as of June 2025. After conducting sentiment analysis and semantic clustering of reviews, this study applied the Kano model and importance-performance analysis ( IPA ) to illustrate the transition in key...

...Meng Zhao; Mengjiao Liu; Chang Xu; Chenxi Zhang Purpose This study aims to provide a method for classifying travellers’ requirements to help hoteliers understand travellers’ requirements and improve hotel services. Specifically, this study develops a strength-frequency Kano (SF-Kano) model...

... industry. This research fills the gap by discovering the underlying wellness structure embedded in the general lodging industry, specifically in the upper-upscale and luxury hotels. Satisfaction Wellness Dissatisfaction Kano model Mixed methods Text analysis Wellness is ranked as one...

.... According to the results of the Kano model, the seven service attributes were categorized into the attractive quality. A total of 25 service attributes were categorized into the one-dimensional quality, and one service attribute was categorized into the must-be quality. the customer expectation...

... for a non-linear nature of the relationship between attribute performance and customer satisfaction. The purpose of this paper is to apply an alternative method – penalty-reward contrast analysis (PRCA) grounded in Kano model – to a wine festival setting and to estimate the effects of each attribute...

... ownership products and to explore attributes related to both the purchase and use of the product: an owned luxury product. Design/methodology/approach – Data from 3,231 vacation ownership customers of multiple international companies were analyzed using a modified Kano model and related questionnaire...