Is Kano's model outdated or still essential for understanding customer needs in an era of unlimited choice?

Stránka jednoduchej položky
dc.contributor.authorGajdošíková, Zuzana
dc.contributor.authorKmeco, Ľubomir
dc.contributor.authorHamarneh, Iveta
dc.contributor.authorKlímová, Monika
dc.date.accessioned2026-04-24T06:59:16Z
dc.date.available2026-04-24T06:59:16Z
dc.date.issued2026
dc.descriptionIn: Tourism & Management Studies. Faro : Universidade do Algarve, 2026. ISSN 2182-8458. Vol. 22, no. 1 (2026), pp. 15-26.
dc.description.abstractA vast supply of products and services can confuse customers, masking their needs and complicating efforts to satisfy them. Kano’s model suggests that customers lack clear awareness of their requirements. This study, based on a novel explanation of the interlinearity of quality attributes and its disruption, explores the applicability of Kano's model in measuring today’s customer satisfaction. It examines the impact of digitisation on guest satisfaction. Analysing 310 hotel guests in Slovakia during the winter season of 2023/2024, the study identifies quality attributes revealing insights into how selected dimensions affect satisfaction. A two-step cluster analysis reveals four distinct customer segments with unique expectations, highlighting the need for tailored services. Findings indicate that while digital technologies help address staff shortages, they do not enhance guest satisfaction rather, the opposite. The study offers recommendations for hoteliers seeking to improve service quality and technological integration. It bridges Kano’s theoretical foundations with practical relevance in the contemporary context, suggesting future research directions for the evolving relationship among customer satisfaction, digitisation, and service quality.
dc.description.sponsorshipVEGA 1/0114/26 Udržateľné tranzície ekosystému cestovného ruchu
dc.identifier.doihttps://doi.org/10.18089/tms.20260102
dc.identifier.issn2182-8458
dc.identifier.issn2182-8466
dc.identifier.urihttps://repo.umb.sk/handle/123456789/1414
dc.language.isoen
dc.publisherUniversidade do Algarve : Faro
dc.rightsCC BY-NC-ND Creative Commons Attribution-NonCommercial-NoDerivatives 4.0. International
dc.rightsinfo:eu-repo/semantics/openAccess
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjecthostia
dc.subjectspokojnosť zákazníkov
dc.subjectcustomer satisfaction
dc.subjectsegmentácia klientov
dc.subjectclient segmentation
dc.subjectKanov model
dc.subjectKano model
dc.subjectKano's model
dc.subjectkvalita služieb
dc.subjectquality of services
dc.titleIs Kano's model outdated or still essential for understanding customer needs in an era of unlimited choice?
dc.title.alternativeO modelo de Kano está desatualizado ou ainda é essencial para compreender as necessidades dos clientes numa era de opções ilimitadas?
dc.typeArticle
dc.typeinfo:eu-repo/semantics/article

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