The evaluation of quality attributes of NPO products: A case in medical garments

Total Quality Management and Business Excellence

Volumn 21, Issue 5, 2010, Pages 517-535

  Xie, Yue ^a   Hui, Chi Leung ^a   Ng, Sau Fun ^a  

^a HONG KONG POLYTECHNIC UNIVERSITY   (Hong Kong)

Author keywords

Customer satisfaction; Kano model; NPO; Quality attribute

Indexed keywords

EID: 77952864851     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783363.2010.481515     Document Type: Article

References (24)

1. Barczak, G., Kahn, K.B., & Moss, R. (2006). An exploratory investigation of NPD practices in nonprofit organisations. Journal of Product Innovation Management, 23, 512-527.
2. Berger, C., Blauth, R., Boger, D., Bolster, C., Burchill, G., DuMouchel, W., et al. (1993). Kano's methods for understanding customer-defined quality. Center for Quality Management Journal, Fall, 3-35.
3. Bhattacharyya, S.K., & Rahman, Z. (2004). Capturing the customer's voice, the centerpiece of strategy making. European Business Review, 16, 128-138.
4. Carmines, E.G., & Zeller, R.A. (1991). Reliability and viability assessment. Thousand Oaks, CA: Sage Publications.
5. Chan, R.Y., & Chau, A. (1998). Do marketing-oriented Children and Youth Centers (CYCs) perform better: An exploratory study in Hong Kong. Journal of Professional Services Marketing, 17(1), 15-28.
6. Hauser, J. (1991). Comparison of importance measurement methodologies and their relationship to customer satisfaction (MIT Marketing Center Working Paper, 91-1).
7. Hauser, J., & Clausing, D. (1988). The house of quality. Harvard Business Review, 66(3), 63-73.
8. Helmstadter, G.C. (1964). Principles of psychological measurement. New York: Appleton-Century- Crofts.
9. Kano, N. (2001). Life cycle and creation of attractive quality. Paper presented at the 4th International QMOD Quality Management and Organisation Development Conference, Linkoping University, Sweden.
10. Kano, N., Nobuhira, S., Takahashi, F., & Tsuji, S. (1984). Attractive quality and must be quality. Journal of Japanese Society for Quality Control, 4(2), 38-48 [in Japanese].
11. Kuo, Y. (2004). Integrating Kano's model into web-community service quality. Total Quality Management, 15, 925-939.
12. Lee, W., Chang, T., & Chao, P. (2007). The relationship between quality of healthcare service and customer satisfaction: An example of hospitals in Taiwan. Journal of the Chinese Institute of Industrial Engineers, 24(1), 81-95.
13. Liu, Y., & Weinberg, C. (2004). Are nonprofits unfair competitors for business? An analytical approach. Journal of Public Policy and Marketing, 23(1), 65-79.
14. Matzler, K., & Hinterhuber, H. (1998). How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment. Technovation, 18, 25-38.
15. Nilsson-Witell, L., & Fundin, A. (2005). Dynamics of service attributes: A test of Kano's theory of quality. International Journal of Service Industry Management, 16, 152-168.
16. Pawitra, T.A., & Tan, K.C. (2003). Tourist satisfaction in Singapore: A perspective from Indonesian tourists. Managing Service Quality, 13, 399-411.
17. Quarter, J., & Richmond, B.J. (2001). Accounting for social value in nonprofits and for-profits. Nonprofit Management and Leadership, 12, 75-85.
18. Rejeb, H., Morel-Guimaraes, L., & Boly, V. (2008). A new methodology based on Kano model for the evaluation of a new product acceptability during the front-end phases. The Third European Conference on Management of Technology EUROMOT 2008 Proceedings. Retrieved from http://webintec.ceram.fr/euromot2008/conftool/uploads/310/1-Euromot_paper_Ben_Rejeb.pdf
19. Salamon, L., & Anheien, H. (1997). Defining the nonprofit sector: A cross-national analysis. Manchester: Manchester University Press.
20. Sauerwein, E., Bailom, F., Matzler, K., & Hinterhuber, H. (1996). The Kano model: How to delight your customers. In Preprints Volume I of the IX. International Working Seminar on Production Economics, 19-23 February, Igls, Innsbruck, Austria.
21. Sireli, Y. (2003). Information system product development by integration of Kano's customer satisfaction model with quality function deployment (Unpublished PhD dissertation). Old Dominion University.
22. Sireli, Y., Kauffmann, P., & Ozan, E. (2005). Kano's model for multiple product development. Journal of Academy of Business and Economics, 5(3), 30-39.
23. Urban, G., & Hauser, J. (1993). Design and marketing of new products. Englewood Cliffs, NJ: Prentice Hall.
24. Zhang, P., & von Dran, G.M. (2000). Satisfiers and dissatisfiers: A two-factor model for website design and evaluation. Journal of the American Society for Information Science, 51, 1253-1268.