Open AccessCONSUMER SATISFACTION MODEL N. KANO AS THE BASIS FOR THE DEVELOPMENT OF THE CONCEPT OF AN INNOVATIVE APPROACH TO MANAGEMENT IN THE 1990S
Author(s) -
А. Тебекин
Publication year - 2019
Publication title -
strategii biznesa
Language(s) - English
Resource type - Journals
ISSN - 2311-7184
DOI - 10.17747/2311-7184-2019-7-21-27
Subject(s) - kano model , customer satisfaction , business , marketing , process management , knowledge management , management science , computer science , engineering , service quality , service (business)
The main characteristics of the model of customer satisfaction N. Kano are considered from the standpoint of the need for strategic innovative development of a controlled socio-economic system. It is shown that the N. Kano model of market dynamics underlying the concept of an innovative approach to management in the 1990s can be effectively used in the transition from the V th technological mode to the VI th stage expected in the 2020s.