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- W3009285220 abstract "The conscious values a customer brings up when asked about his or her needs are typically performance factors, along with perhaps a few must-be factors. Whereas customer satisfaction with must-be factors is so non-linear, it is nearly binary, that is, the customer notices little beyond their presence or absence in a product, performance factors elicit a range of satisfaction levels in direct proportion to how well the attributes are executed. Since customer satisfaction is proportional to performance, any advantage gained over the competition on attributes of this kind is typically hard-won. An attractive factor takes a customer by surprise and pleases or excites him or her. Indeed, attractive factors are sometimes called excitement factors or delight factors. Dr. Kano’s method bases its evaluations on customer inputs rather than on producer speculations." @default.
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- W3009285220 date "2020-03-06" @default.
- W3009285220 modified "2023-09-25" @default.
- W3009285220 title "Predicting How Customers Will React to Having Their Values Implemented" @default.
- W3009285220 doi "https://doi.org/10.4324/9780429272790-15" @default.
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