Using employee satisfaction measurement to improve people management: An adaptation of Kano's quality types

Total Quality Management

Volumn 12, Issue 7, 2001, Pages 949-957

  Martensen, Anne ^a   Grønholdt, Lars ^a  

^a Copenhagen Business School ^*  (Denmark)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442312260     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120120096098     Document Type: Article

References (9)

1. BOLSTER (1993) Ph.D. thesis supervised by Professor N. Kano (unpublished).
2. DAHLGAARD, J.J., NØRGAARD, A. & JAKOBSEN, S. (1997) Styles of success, European Quality, 4, No. 6, pp. 36-39 and 5, No. 1, pp. 30-33.
3. DAHLGAARD, J.J., NØRGAARD, A. & JAKOBSEN, S. (1997) Styles of success, European Quality, 4, No. 6, pp. 36-39 and 5, No. 1, pp. 30-33.
4. DIMANCESCU, D. & DWENGER, K. (1996) World-class New product Development. Benchmarking Best Practices of Agile Manufacturers (New York, American Management Association).
5. DUBRIN, A.J. (1998) Leadership. Research Findings, Practice, and Skills (New York, Houghton Mifflin).
6. FORNELL, C. & CHA, J. (1994) Partial least squares. In: R.P. BAGOZZI (Ed.) Advanced Methods of Marketing Research (Cambridge, MA, Blackwell), pp. 52-78.
7. KANO, N. (1984) Attractive quality and must be quality, Hinshitsu (Quality), 14, No. 2, pp. 147-156 (in Japanese).
8. KANO, N., SERAKU, N., TAKAHASHI, F. & TSUJI, S. (1996) Attractive quality and must be quality. In: J.D. HROMI (Ed.) The Best on Quality, International Academy for Quality, Vol. 7 (Milwaukee, WI, ASQ Quality Press), pp. 165-186.
9. VAVRA, T. (1997) Improving your Measurement of Customer Satisfaction (Milwaukee, WI, ASQ Quality Press).