Kano Model of Customer Satisfaction†
Part 5. Product Innovation and Management
Published Online: 15 DEC 2010
Copyright © 2011 John Wiley & Sons, Ltd. All rights reserved.
Wiley International Encyclopedia of Marketing
How to Cite
Bayus, B. L. 2010. Kano Model of Customer Satisfaction. Wiley International Encyclopedia of Marketing. 5.
- Published Online: 15 DEC 2010
The Kano model is an approach for identifying the types (priorities) of consumer needs that are related to preferences. The types of needs include basic needs, performance needs, and exciting needs. The Kano model highlights the idea that consumer needs are dynamic and evolve over time.
- customer needs;
- exciting needs;
- quality function deployment;
- affinity diagram