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references.bib
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%% This BibTeX bibliography file was created using BibDesk.
%% https://bibdesk.sourceforge.io/
%% Created for Royal Holloway at 2021-09-15 09:56:44 +0100
%% Saved with string encoding Unicode (UTF-8)
@electronic{Vlaskovits:2011vr,
author = {Patrick Vlaskovits},
date-added = {2021-09-15 09:56:35 +0100},
date-modified = {2021-09-15 09:56:35 +0100},
day = {29},
howpublished = {VIDEO},
month = {08},
organization = {Harvard Business Review},
title = {{Henry Ford}, innovation, and that ``faster horse'' quote},
url = {https://hbr.org/2011/08/henry-ford-never-said-the-fast},
urldate = {2021-06-03},
year = {2011},
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Bdsk-Url-1 = {https://hbr.org/2011/08/henry-ford-never-said-the-fast}}
@article{Lee:1997vc,
author = {Mark C. Lee and John F. Newcomb},
date-added = {2021-09-09 18:38:45 +0100},
date-modified = {2021-09-09 20:14:02 +0100},
doi = {10.1080/10686967.1997.11918805},
journal = {Quality Management Journal},
number = {3},
pages = {95-106},
title = {Applying the {Kano} Methodology to Meet Customer Requirements: {NASA}'s Microgravity Science Program},
volume = {4},
year = {1997},
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Bdsk-Url-1 = {https://doi.org/10.1080/10686967.1997.11918805}}
@article{Witell:2007tg,
abstract = {Purpose The purpose of this paper is to investigate whether the different approaches to the classification of quality attributes deliver consistent results. Design/methodology/approach The investigation includes four approaches and enables comparisons to be made from a methodological perspective and from an output perspective. The different approaches are described, analyzed, and discussed in the context of an empirical study that investigates how 430 respondents perceive the performance of an e‐service. The theory of attractive quality rests on a solid theoretical foundation and a methodological approach to classify quality attributes. Recently, various authors have suggested alternative approaches to the traditional five‐level Kano questionnaire --including a three‐level Kano questionnaire, direct classification, and a dual‐importance grid. Findings The classification of quality attributes are found to be dependent on the approach that is utilized. The development of new ways to classify quality attributes should follow rigid procedures to provide reliable and consistent results. Originality/value This is the first attempt to compare alternative approaches to classify quality attributes. For managers, our results provide guidance on what approach to choose based on the strengths and weaknesses with the different approaches.},
author = {Witell, Lars and L{\"o}fgren, Martin},
date-added = {2021-09-09 15:52:27 +0100},
date-modified = {2021-09-09 15:52:49 +0100},
doi = {10.1108/09604520710720674},
journal = {Managing Service Quality: An International Journal},
number = {1},
pages = {54--73},
title = {Classification of quality attributes},
volume = {17},
year = {2007},
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Bdsk-Url-1 = {https://doi.org/10.1108/09604520710720674}}
@article{NilssonWitell:2005uv,
abstract = {Purpose The aim of the paper is to contribute to a better understanding of the theory of attractive quality through an empirical investigation of an e‐service. Our focus is on the consistency of different levels of service attributes and their dynamics. Our empirical investigation aims to increase both the validity of the theory of attractive quality and the use of technology readiness as a means to understand the variation of customer perceptions of service attributes. Design/methodology/approach A survey of customers' technology readiness, usage and perceptions of an e‐service was conducted. Four propositions concerning the consistency and dynamics of Kano's theory of attractive quality are tested, mainly using general linear models. Findings Our results show that by investigating customers at different stages of the service adoption curve, a better understanding of certain dynamics of service attributes can be achieved. When the e‐service was introduced, it was perceived as indifferent; at present it is seen as an attractive service by the market. But the early adopters of e‐services already regard it as a one‐dimensional or a must‐be service. Originality/value The study provides a new framework and methodology for how to investigate the dynamics of service attributes, not only between individuals within different market segments, but also at different service attribute levels. From a managerial standpoint, our results suggest consequential insight about the life cycle of the services that an organization provides to its customers.},
author = {Nilsson‐Witell, Lars and Fundin, Anders},
date-added = {2021-09-09 15:50:08 +0100},
date-modified = {2021-09-09 15:50:33 +0100},
doi = {10.1108/09564230510592289},
journal = {International Journal of Service Industry Management},
number = {2},
pages = {152--168},
title = {Dynamics of service attributes: a test of Kano's theory of attractive quality},
volume = {16},
year = {2005},
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Bdsk-Url-1 = {https://doi.org/10.1108/09564230510592289}}
@article{Lofgren:2008tr,
author = {Martin L{\"o}fgren and Lars Witell},
date-added = {2021-09-09 14:38:57 +0100},
date-modified = {2021-09-09 14:39:06 +0100},
doi = {10.1080/10686967.2008.11918056},
journal = {Quality Management Journal},
number = {1},
pages = {59-75},
title = {Two Decades of Using Kano's Theory of Attractive Quality: A Literature Review},
volume = {15},
year = {2008},
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Bdsk-Url-1 = {https://doi.org/10.1080/10686967.2008.11918056}}
@article{Kano:1984wo,
author = {Noriaki Kano and Nobuhiko Seraku and Fumio Takahashi and Shin-ichi Tsuji},
date-added = {2021-09-09 14:35:09 +0100},
date-modified = {2021-09-10 09:13:33 +0100},
doi = {10.20684/quality.14.2_147},
journal = {品質 (Journal of the Japanese Society for Quality Control)},
number = {2},
pages = {147--156},
title = {魅力的品質と当り前品質 (attractive quality and must-be quality)},
volume = {14},
year = {1984},
Bdsk-Url-1 = {https://www.jstage.jst.go.jp/article/quality/14/2/14_KJ00002952366/_article/-char/en},
Bdsk-Url-2 = {https://www.jstage.jst.go.jp/article/quality/14/2/14_KJ00002952366/_article/-char/ja/}}
@electronic{Zacarias:2020up,
author = {Zacarias, Daniel},
date-added = {2021-09-08 16:12:59 +0100},
date-modified = {2021-09-09 16:06:36 +0100},
organization = {career.pm},
title = {The complete guide to the {Kano Model}},
url = {https://www.career.pm/briefings/kano-model},
urldate = {2021-09-08},
year = {2020},
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Bdsk-Url-1 = {https://www.career.pm/briefings/kano-model}}
@electronic{Slowikowski:2021uv,
author = {Kamil Slowikowski},
date-added = {2021-09-08 15:23:47 +0100},
date-modified = {2021-09-08 17:02:19 +0100},
organization = {Slowkow.com},
title = {{ggrepel} {R} package: Wonderfully repulsive labels},
url = {https://ggrepel.slowkow.com},
urldate = {2021-09-08},
year = {2021},
Bdsk-Url-1 = {https://ggrepel.slowkow.com/}}
@article{Berger:1993wk,
abstract = {Thematic maps show spatial distributions. The theme refers to the phenomena that is shown, which is often demographical, social, cultural, or economic. The best known thematic map type is the choropleth, in which regions are colored according to the distribution of a data variable. The R package tmap offers a coherent plotting system for thematic maps that is based on the layered grammar of graphics. Thematic maps are created by stacking layers, where per layer, data can be mapped to one or more aesthetics. It is also possible to generate small multiples. Thematic maps can be further embellished by configuring the map layout and by adding map attributes, such as a scale bar and a compass. Besides plotting thematic maps on the graphics device, they can also be made interactive as an HTML widget. In addition, the R package tmaptools contains several convenient functions for reading and processing spatial data.},
author = {Charles Berger and Robert Blauth and David Boger and Christopher Bolster and Gary Burchill and William DuMouchel and Fred Pouliot and Reinhart Richter and Allan Rubinoff and Diane Shen and Mike Timko and David Walden},
date-added = {2020-11-29 18:19:55 +0000},
date-modified = {2021-09-08 16:06:26 +0100},
journal = {Center for Quality of Management Journal},
month = {Fall},
number = {4},
pages = {1--37},
title = {Kano's method for understanding customer-defined quality},
volume = {2},
year = {1993},
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@book{Munzner:2014aa,
author = {Munzner, Tamara},
date-added = {2020-11-28 19:26:47 +0000},
date-modified = {2020-11-28 19:26:51 +0000},
publisher = {CRC press},
title = {Visualization analysis and design},
year = {2014}}
@book{Wickham:2017aa,
address = {Sebastopol, CA},
author = {Wickham, Hadley and Grolemund, Garrett},
date-added = {2020-08-27 19:30:14 +0100},
date-modified = {2020-08-27 19:31:49 +0100},
publisher = {O'REILLY},
title = {R for Data Science: Import, tidy, transform, visualize, and model data},
year = {2017}}
@book{Sterling:2005aa,
address = {Cambridge, MA},
author = {Sterling, Bruce},
booktitle = {Shaping things},
date-added = {2020-08-27 18:52:01 +0100},
date-modified = {2020-08-27 18:52:04 +0100},
publisher = {The MIT Press},
series = {Mediawork pamphlet series},
title = {Shaping things},
year = {2005}}
@book{Wickham:2016aa,
address = {Berlin},
author = {Wickham, Hadley},
date-added = {2020-08-24 13:38:34 +0100},
date-modified = {2020-08-25 20:12:56 +0100},
publisher = {Springer},
title = {ggplot2: Elegant Graphics for Data Analysis},
year = {2016}}
@inbook{Healy:2019aa,
address = {Woodstock},
author = {Healy, Kieran},
date-added = {2020-08-24 13:33:54 +0100},
date-modified = {2020-08-27 08:20:17 +0100},
publisher = {Princeton University Press},
title = {Data Visualization: A Practical Introduction},
year = {2019}}