A Decision Method to Maximize Service Quality under Budget Constraints: The Kano Study of a Chinese Machinery Manufacturer

Table 1

An overview of the reviewed literatures in this theme.

Authors	Research focus	Industry	Model type
Tan and Shen (2000) [27]	Integrating Kano model of QFD	Web page	Quantitative method
Erto and Vanacore (2002) [34]	Service quality measurement	Hotel service quality	Empirical
Ting and Chen (2002) [35]	Quality elements identification and classification	Hypermarket	Empirical
Kuo (2004) [30]	Classification of service quality attributes	Virtual community websites	Empirical
Yang (2005) [36]	Classification of service quality attributes	Technical products	Theory
Nilsson Witell and Fundin (2005) [37]	Dynamics of service attributes	E-service	Theory, empirical
Chang et al. (2006) [38]	Service quality improvement from customers’ satisfaction perspective	Hospital services	Quantitative method
Chen et al. (2010) [39]	Service quality improvement by integrating Kano model of Six-Sigma	Stationary industry	Quantitative method
Chen and Lee (2009) [40]	Quality elements identification and classification	Chain convenient stores	Method, empirical
Kuo et al. (2009) [41]	Service quality measurement and classification	Mobile value-added services	Theory, empirical
Chen et al. (2009) [42]	Attractive quality elements discovering	Massively multiplayer online role-playing game	Method, empirical
Yang (2011) [43]	Quality elements identification	International certification service	Theory, empirical
Xie et al. (2010) [44]	Quality elements evaluation	NPO products	Empirical
Chen and Kuo (2011) [45]	Quality elements identification and classification	E-learning service	Empirical
Tsai et al. (2011) [46]	Potential service quality gaps discovery	Human resource service online agency	Method, empirical
Kuo et al. (2012) [47]	Service quality improvement decision using IPA-Kano model	Mobile service	Method, empirical
Florez-Lopez and Ramon-Jeronimo (2012) [48]	Quality elements identification and classification using fuzzy Kano model	Logistics service	Quantitative method
Tontini and Dagostin Picolo (2014) [49]	Quality elements interaction analysis based on psychological foundations	Pizzerias and video rental stores	Theory, empirical
F.-Y. Chen and S.-H. Chen (2014) [50]	Service quality improvement	Hot spring industry	Method, empirical
Bandyopadhyay et al. (2015) [51]	Classification of service quality attributes	Banking	Empirical
Esmaeili et al. (2015) [52]	A fuzzy method to assess and identify service quality attributes	Logistics service	Quantitative method
Meng et al. (2015) [24]	Decision method for service quality improvement	Logistics service	Method, empirical