Open AccessA Strategy for EMS Service Quality Improvement Using Kano Model and Improvement-Gap Analysis
Author(s) -
Myung Sub Kim,
Moon Charn Riew
Publication year - 2015
Publication title -
journal of the korean society for quality management/pumjil gyeong'yeong haghoeji
Language(s) - English
Resource type - Journals
eISSN - 2287-9005
pISSN - 1229-1889
DOI - 10.7469/jksqm.2015.43.3.397
Subject(s) - competitor analysis , kano model , gap analysis (conservation) , service quality , business , service (business) , competition (biology) , quality (philosophy) , service delivery framework , quality management , competitive advantage , customer satisfaction , operations management , process management , marketing , engineering , biodiversity , ecology , philosophy , epistemology , biology