Applying the Kano model and QFD to explore customers' brand contacts in the hotel business: A study of a hot spring hotel

Total Quality Management and Business Excellence

Volumn 22, Issue 1, 2011, Pages 1-27

  Chang, Kuo Chien ^a   Chen, Mu Chen ^b  

^a CHIHLEE INSTITUTE OF TECHNOLOGY   (Taiwan)

^b NATIONAL CHIAO TUNG UNIVERSITY   (Taiwan)

Author keywords

Brand contact; Customer experience; Hot spring hotel; Kano model; Quality function deployment (qfd); Sense of risk and uncertainty

Indexed keywords

EID: 79951830373     PISSN: 14783363     EISSN: 14783371     Source Type: Journal    
DOI: 10.1080/14783363.2010.529358     Document Type: Article

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