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Keywords: Kano model
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Journal Articles
Managing Service Quality: An International Journal (2012) 22 (4): 359–385.
Published: 06 July 2012
...Christer Strandberg; Olof Wahlberg; Peter Öhman Purpose The purpose of this paper is to explore the possible usefulness of a combined multi‐attribute and Kano model in analysing how service quality is perceived by mass affluent bank customers. More precisely, to identify quality dimensions...
