Classifying Quality Attributes Using Service Gaps and Kano's Method
This paper attempts to compare the classification of quality attributes using and Kano's method and the service gaps method proposed by Kong and Muthusamy (2011). Expectation and perception data from 80 articles were systematically reviewed. Only two articles with classification of quality...
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| Main Authors: | , |
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| Format: | Conference or Workshop Item |
| Published: |
2012
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| Subjects: | |
| Online Access: | http://library.oum.edu.my/repository/700/1/classifying_quality_kanesan_pg1.pdf http://library.oum.edu.my/repository/700/ |
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