HI, I really need some urgent help to find an article at http://www.cqm.org/ . I have tried to register but it does not work, probaly because I am not from US, Anybody from US having problems concerning register?

Or alternative if anybody have the article from Berger et al. (1993), "Kano's method for....". Please let me know.

HI, I really need some urgent help to find an article at http://www.cqm.org/ . I have tried to register but it does not work, probaly because I am not from US, Anybody from US having problems concerning register? Or alternative if anybody have the article from Berger et al. (1993), "Kano's method for....". Please let me know.

CQM.org is a member organization, so if you're not a member you probably can't get deep enough into the website to get the article. However, if you contact the organization they may send you a copy.

Thanks, but they have a register page so I thought everybody could join... I need it urgent and unfortunately it is weekend now :/

I tried to get in the back door at http://www.walden-family.com/4prim/archive/issues-list.htm but it didn't work. My guess is the articles are no longer on-line.

Why do you need this specific article? Would not another reference related to the Kano model suffice?

Try this link (www.walden-family.com/public/cqm-journal/2-4-Whole-Issue.pdf). It works for me.

:thanx: Super, I really appreciate your help. I should have started with this article in the first place.

On page 18, I found some little information concerning the better/worse distinction, which Matzler & Hinterhuber (1998) refer to as CS(Customer Satisfaction)-coefficients. I hope that the orignally source (the one linked to in this thread) had some discussion of the pro & cons for using this method vs. Kano's et al. original Dissatifaction elimination effect (DEE) and Satisfaction Improvement effect (SIE). For DEE they just add the percentage of One-dimensional and Must-be, and for SIE they just add Attractive and One-dimensional.

Do anybody have some reflections between the disctintion of the CS-coefficients and DEE vs. SIE?

Try this link (http://www.walden-family.com/public/cqm-journal/2-4-Whole-Issue.pdf). It works for me.Excellent research, Harry! I only skimmed the article briefly, but it is interesting enough that I downloaded it for future reference. Thanks for the find.

Thanks to the original poster for raising the topic!

............. concerning the better/worse distinction, which Matzler & Hinterhuber (1998) refer to as CS(Customer Satisfaction)-coefficients. I hope that the orignally source (the one linked to in this thread) had some discussion ........................

Attached is a paper by the said researchers. Hopefully it's useful for your work.

Thanks Mikes for bringing out this topic and

Thanks Harry - I learnt something new this weekend :)

Thanks again Harry, but in the paper also they do not comment on or show the differences in relation to the originally method by Kano. I mean Kano just add them, where as CS is ratio. So what is to be said for and against? (I will reflect a little more on that, but maybe somebody already know?).

I've altered the title of this thread to include "Customer Satisfaction" as an aid to search engine hits and to attract readers to the underlying topic of the thread.

If anyone has alternate suggestions for a thread title, just click on the
"report post" button in the upper right corner of any post in this thread and explain your suggestion in the dialog box that pops up. The Board of Moderators will review the suggestions and make a decision on the most apt title.

I have attached a file that shows the CS-coefficient calculation, and I have added the original source and their explanation of what it actually do. (Citate should be okay??? - don't want trouble with copyrights?)

Still I prefer Kano's version, because it is much easier to use the result (a number), you know pretty clear what the number consist of and therefore you can make decisions based on the result.
On the other hand for the CS-coefficient calculation everything is just blurred out, and you don't know what made the number go up or down. It hides more than it shows...

Mikael, thanks for coming back to up-date us.

Hi, and thank you again Harry, Your link/file was really helpful, I finish my paper and it went really good :)

Sorry, for the long waiting time, but I needed a little break. I am not so often online, but I hope to be more active in the forum, here and there. Especially when I have found a job, hopefully I can discuss more practical issues, but for now I can primary contribute with teorectical knowledge :)

Despite all the problems with the Kano-model, I have just tried to use for a little private investigstion, and I will be back with comments about practical and theoretical problems working with Kano.