A new importance–performance analysis approach for customer satisfaction evaluation supporting PSS design

Importance-Performance Analysis

John A. Martilla, John James · Journal of Marketing · 1977 · 3.5K citations

Business, Marketing, Marketing Management +13

Attractive Quality and Must-Be Quality

Noriaki Kano, Nobuhiko Seraku, Fumio Takahashi et al. · JOURNAL OF THE JAPANESE SOCIETY FOR QUALITY CONTROL · 1984 · 3.2K citations

Management, Marketing, Quality Management +10

Clarifying the concept of product–service system

Oksana Mont · Journal of Cleaner Production · 2002 · 2.1K citations

Management, Systems Engineering, Service Design +6

Importance-Performance Analysis

John A. Martilla, John C. James · Journal of Marketing · 1977 · 1.7K citations

Business, Marketing, Marketing Management +13

Vague sets

Wen-Bing Gau, Daniel J. Buehrer · IEEE Transactions on Systems Man and Cybernetics · 1993 · 1.6K citations

Natural Sciences, Mathematics, Set Theory +4