liu.seSearch for publications in DiVA
Change search
ReferencesLink to record
Permanent link

Direct link
Classification of Quality Attributes
Karlstad University.
Karlstad University.
2007 (English)In: Managing Service Quality, ISSN 0960-4529, Vol. 17, no 1, 54-73 p.Article in journal (Refereed) Published
Abstract [en]

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.

Place, publisher, year, edition, pages
Emerald Group Publishing Limited, 2007. Vol. 17, no 1, 54-73 p.
Keyword [en]
Business planning, Quality, Sweden
National Category
URN: urn:nbn:se:liu:diva-74337DOI: 10.1108/09604520710720674OAI: diva2:483186
Available from: 2012-01-25 Created: 2012-01-25 Last updated: 2012-02-02

Open Access in DiVA

No full text

Other links

Publisher's full text

Search in DiVA

By author/editor
Witell, Lars
In the same journal
Managing Service Quality

Search outside of DiVA

GoogleGoogle Scholar
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Altmetric score

Total: 150 hits
ReferencesLink to record
Permanent link

Direct link