Kano's Model: An Integrative Review of Theory and Applications to the Field of Hospitality and Tourism

Keywords

kano model, satisfaction measurement, integrative review, attributes, modified Kano model

Abstract

This research provides a comprehensive review of literature related to the Kano model of satisfaction measurement. Based upon the declaration that performance on certain product attributes produces greater consumer satisfaction than others,Kano Seraku, Takahashi, and Tsuji (1984) proposed that the relationship between product attributes and customer satisfaction is not always linear. Further, Kano et al. disputed conventional satisfaction models that propose that higher satisfaction occurs irrespective of the inherent nature of attributes. This research investigates the evolution of the Kano model across research contexts and its application in different industries. This article also presents an extensive review of literature on the Kano model, synthesis of competing concepts, criticism of the model, methodological implications, applications to the hospitality and tourism industry, discussion of limitations, and suggestions for future research.

Publication Date

10-24-2012

Original Citation

Gregory, A. & Parsa, H.G. (2013) Kano’s model: An integrative review of theory and applications to the field of hospitality and tourism, Journal of Hospitality Marketing and Management, 22(1), 25-46.

Number of Pages

25-46

Document Type

Paper

Language

English

Source Title

Journal of Hospitality Marketing and Management

Volume

22

Issue

1

College

Rosen College of Hospitality Management

Location

Rosen College of Hospitality Management

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