Applying The Kano Model to Service Recovery Quality

Authors

Jeremy Stowell, Brigham Young University
Dr. Kristie Seawright, Brigham Young University

Keywords

Kano model, service recovery quality, customer perceptions, customer satisfaction

College

Marriott School of Management

Department

Management

Abstract

Successful firms that practice TQM have adopted the philosophy “the customer is king.” (2) Service firms would like to provide their customers with quality service in every transaction. However, mistakes in service related businesses are inevitable because of the high degree of customer contact.

Recommended Citation

Stowell, Jeremy and Seawright, Dr. Kristie (2014) "Applying The Kano Model to Service Recovery Quality," Journal of Undergraduate Research: Vol. 2014: Iss. 1, Article 1000.
Available at: https://scholarsarchive.byu.edu/jur/vol2014/iss1/1000