Contributions To Quality
In the late 1970s and early 1980s Kano and his colleagues laid the foundation for a new approach to modeling customer satisfaction. Kano challenged the conventional beliefs that improving each attribute of a company's product or service will lead to increased customer satisfaction. Kano believed that not all attributes of product or service performance are equal in the eyes of the customer, and that some attributes create higher levels of customer loyalty than others.
One of his well known books is the Guide to TQM in Service Industries.
Read more about this topic: Noriaki Kano
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