Dynamics of service attributes: a test of Kano's theory of attractive quality
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...
Ausführliche Beschreibung
Gespeichert in:
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E-Artikel |
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Englisch |
| Erschienen: |
2005 |
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| Umfang: |
17 |
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| Reproduktion: |
Emerald Fulltext Archive Database 1994-2005 |
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| Übergeordnetes Werk: |
In: International journal of service industry management - Bingley : Emerald, 1990, 16(2005), 2, Seite 152-168 |
| Übergeordnetes Werk: |
volume:16 ; year:2005 ; number:2 ; pages:152-168 ; extent:17 |
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10.1108/09564230510592289 |
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NLEJ219885842 |
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| 520 | |a 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. | ||
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10.1108/09564230510592289 doi (DE-627)NLEJ219885842 DE-627 ger DE-627 rakwb eng XA-GB Dynamics of service attributes: a test of Kano's theory of attractive quality 2005 17 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier 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. Emerald Fulltext Archive Database 1994-2005 Service quality assurance Services Nilsson-Witell, Lars oth Fundin, Anders oth In International journal of service industry management Bingley : Emerald, 1990 16(2005), 2, Seite 152-168 Online-Ressource (DE-627)NLEJ219578699 (DE-600)2032068-1 nnns volume:16 year:2005 number:2 pages:152-168 extent:17 http://dx.doi.org/10.1108/09564230510592289 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 16 2005 2 152-168 17 |
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10.1108/09564230510592289 doi (DE-627)NLEJ219885842 DE-627 ger DE-627 rakwb eng XA-GB Dynamics of service attributes: a test of Kano's theory of attractive quality 2005 17 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier 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. Emerald Fulltext Archive Database 1994-2005 Service quality assurance Services Nilsson-Witell, Lars oth Fundin, Anders oth In International journal of service industry management Bingley : Emerald, 1990 16(2005), 2, Seite 152-168 Online-Ressource (DE-627)NLEJ219578699 (DE-600)2032068-1 nnns volume:16 year:2005 number:2 pages:152-168 extent:17 http://dx.doi.org/10.1108/09564230510592289 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 16 2005 2 152-168 17 |
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10.1108/09564230510592289 doi (DE-627)NLEJ219885842 DE-627 ger DE-627 rakwb eng XA-GB Dynamics of service attributes: a test of Kano's theory of attractive quality 2005 17 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier 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. Emerald Fulltext Archive Database 1994-2005 Service quality assurance Services Nilsson-Witell, Lars oth Fundin, Anders oth In International journal of service industry management Bingley : Emerald, 1990 16(2005), 2, Seite 152-168 Online-Ressource (DE-627)NLEJ219578699 (DE-600)2032068-1 nnns volume:16 year:2005 number:2 pages:152-168 extent:17 http://dx.doi.org/10.1108/09564230510592289 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 16 2005 2 152-168 17 |
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10.1108/09564230510592289 doi (DE-627)NLEJ219885842 DE-627 ger DE-627 rakwb eng XA-GB Dynamics of service attributes: a test of Kano's theory of attractive quality 2005 17 nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier 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. Emerald Fulltext Archive Database 1994-2005 Service quality assurance Services Nilsson-Witell, Lars oth Fundin, Anders oth In International journal of service industry management Bingley : Emerald, 1990 16(2005), 2, Seite 152-168 Online-Ressource (DE-627)NLEJ219578699 (DE-600)2032068-1 nnns volume:16 year:2005 number:2 pages:152-168 extent:17 http://dx.doi.org/10.1108/09564230510592289 GBV_USEFLAG_U ZDB-1-EFD GBV_NL_ARTICLE AR 16 2005 2 152-168 17 |
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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. |
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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. |
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<?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>01000caa a22002652 4500</leader><controlfield tag="001">NLEJ219885842</controlfield><controlfield tag="003">DE-627</controlfield><controlfield tag="005">20210707094611.0</controlfield><controlfield tag="007">cr uuu---uuuuu</controlfield><controlfield tag="008">090811s2005 xxk|||||o 00| ||eng c</controlfield><datafield tag="024" ind1="7" ind2=" "><subfield code="a">10.1108/09564230510592289</subfield><subfield code="2">doi</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-627)NLEJ219885842</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-627</subfield><subfield code="b">ger</subfield><subfield code="c">DE-627</subfield><subfield code="e">rakwb</subfield></datafield><datafield tag="041" ind1=" " ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="c">XA-GB</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Dynamics of service attributes: a test of Kano's theory of attractive quality</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="c">2005</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">17</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">zzz</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">z</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="a">nicht spezifiziert</subfield><subfield code="b">zu</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="520" ind1=" " ind2=" "><subfield code="a">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.</subfield></datafield><datafield tag="533" ind1=" " ind2=" "><subfield code="f">Emerald Fulltext Archive Database 1994-2005</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Service quality assurance</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Services</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Nilsson-Witell, Lars</subfield><subfield code="4">oth</subfield></datafield><datafield tag="700" ind1="1" ind2=" "><subfield code="a">Fundin, Anders</subfield><subfield code="4">oth</subfield></datafield><datafield tag="773" ind1="0" ind2="8"><subfield code="i">In</subfield><subfield code="t">International journal of service industry management</subfield><subfield code="d">Bingley : Emerald, 1990</subfield><subfield code="g">16(2005), 2, Seite 152-168</subfield><subfield code="h">Online-Ressource</subfield><subfield code="w">(DE-627)NLEJ219578699</subfield><subfield code="w">(DE-600)2032068-1</subfield><subfield code="7">nnns</subfield></datafield><datafield tag="773" ind1="1" ind2="8"><subfield code="g">volume:16</subfield><subfield code="g">year:2005</subfield><subfield code="g">number:2</subfield><subfield code="g">pages:152-168</subfield><subfield code="g">extent:17</subfield></datafield><datafield tag="856" ind1="4" ind2="0"><subfield code="u">http://dx.doi.org/10.1108/09564230510592289</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_USEFLAG_U</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">ZDB-1-EFD</subfield></datafield><datafield tag="912" ind1=" " ind2=" "><subfield code="a">GBV_NL_ARTICLE</subfield></datafield><datafield tag="951" ind1=" " ind2=" "><subfield code="a">AR</subfield></datafield><datafield tag="952" ind1=" " ind2=" "><subfield code="d">16</subfield><subfield code="j">2005</subfield><subfield code="e">2</subfield><subfield code="h">152-168</subfield><subfield code="g">17</subfield></datafield></record></collection>
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