Within the quality community, quality management is often pictured as and referred to as rapidly evolving and continuously learning by interaction with the surrounding world. In general, an ability to evolve and transform is also seen as most desirable and the only choice for long term survival. In line with this picture, quality scholars, consultants, and practitioners strongly accentuate the necessity and great benefits from continuous improvement as well as systematic collection and usage of facts about what customers really value, to guide such improvement. This is reflected in the exhortations “improve continuously”, “focus on the customer” and “base decisions on facts”, found with minor variations in most modern quality literature. Strong exhortations mainly directed outwards, towards the many leaders and organizations out there. Towards leaders and organizations that still have not grasped the necessity and great winnings from continuous improvement, that are still not fully applying modern quality initiatives like Total Quality Management (TQM).   However, while seemingly being busy exhorting others, doubts have been increasingly raised concerning whether TQM, as currently applied, actually lives up to these exhortations. Does TQM itself continuously improve and evolve? Is the current application of TQM really taking into account facts in the surrounding world about what customers value?   When viewing TQM as a system, as now is commonly done, the problem implied is a lack of system goal fulfillment, questioning if the current TQM system’s structure and processes are really purposeful. More specifically the critics highlight the inadequacy of the current reactive one-sided defect avoidance focus, stressing that defects do not matter much if you are making a product no one wants to buy. What can be referred to as “an obsession with error avoidance” is in fact shown to stifle both innovation and value creation.   As for what the TQM system currently is missing, the shortcoming is often referred to as a lack of focus on Attractive Quality. That is, a lack of focus on a different kind of quality elements, often described as being unrelated to the dissatisfaction expressed, but strongly contributing to the customer’s positive emotions, such as delight. The inclusion and realization of Attractive Quality has been widely emphasized as important and urgent for more than 20 years. However, a more systematic inclusion and realization within the TQM system has remained no more than merely “a vision”. A situation seemingly supporting the argument that TQM really has failed in terms of continuously evolving and improving. An inability to learn and adapt that in the long term will jeopardize the survival of the entire TQM system.   This thesis then aims to move “from a vision to reality” both in terms of exploring the realization of Aattractive Qquality within TQM, and in a wider sense towards realizing the desired state of TQM as truly evolving and alive. In doing so the thesis addresses the three questions of what, why and how the vision of a more systematic creation of Aattractive Qquality creation actually should and could be realized within the system of TQM. Among the results presented in this thesis are a new two-dimensional perspective on Attractive Quality and a re-understanding of the TQM system. The thesis also introduces a new methodology called Attraction Detection Study (ADS) as part of the concluding suggestions about how Attractive Quality could be more systematically created within the system of TQM. / Inom kvalitetsrörelsen beskrivs, och hänvisas ofta till, kvalitetsledning som ett område i snabb utveckling och ständigt lärande i interaktion med den omgivande världen. Generellt ses också en förmåga till utveckling och förändring som mycket eftersträvansvärdt och detn enda alternativetvalmöjligheten för långsiktig överlevnad. I linje med denna uppfattning betonar kvalitetsforskare, -konsulter och -praktiker nödvändigheten och vinsten med ständig förbättring och systematisk insamling och användning av fakta om vad kunder värderar för att vägleda denna förbättring. Detta återspeglas i uppmaningarna ”arbeta med ständiga förbättringar”, ”sätt kunderna i centrum” och ”basera beslut på fakta” som återfinns med mindre variationer i en stor del av den moderna kvalitetslitteraturen. Starka uppmaningar som i huvudsak är riktade utåt, mot de många ledare och organisationer som finns där ute. Mot ledare och organisationer och ledare som ännu inte har förstått nödvändigheten och den stora vinsten av ständiga förbättringar, som ännu inte fullt ut applicerar moderna kvalitetsinitiativ såsom offensiv kvalitetsledning (TQM).   Medan man förefallit upptagen med att uppmana andra, har dock alltmer tvivel väckts huruvida TQM i dagens applicerade form lever upp till dessa centrala uppmaningar. Utvecklas och förbättras TQM ständigt? Tar den nuvarande TQM strukturen verkligen hänsyn till fakta i omvärlden om vad kunder faktiskt värderar?   När man ser på TQM som ett system, som nu ofta görs, är det antydda problemet en brist i uppfyllelse av systemmål som ifrågasätter om TQM systemets nuvarande struktur och processer verkligen är ändamålsenliga. Mer specifikt lyfter kritikerna otillräckligheten i den nuvarande reaktiva och ensidiga fokuseringen på att minska defekter och betonar att defekter inte spelar någon roll om du tillverkar en produkt som ingen vill köpa. Vad som kan hänvisas till som ”en besatthet av att undvika fel” visar sig missleda både innovation och värdeskapande.   När det sedan gäller vad det nuvarande TQM systemet saknar, hänvisas ofta till en brist på fokus på Attraktiv kvalitet. Detta innebär en brist på fokus rörande en typ av kvalitetselement som ofta beskrivs som orelaterade till uttalat missnöje men starkt bidragander till kundens starka positiva känslor såsom förtjusning. En inkludering och ett förverkligande av denna Attraktiva kvalitet har nu vida betonats som angelägen under mer än 20 års tid. En mer systematisk inkludering inom TQM systemet har dock stannat vid bara ”en vision”. En situation som ger visst stöd åt påståendet att TQM har misslyckats med att leva upp till strävan mot ständig förbättring och utveckling. En oförmåga att lära och anpassa sig som i ett längre perspektiv äventyrar överlevnaden hos hela TQM systemet.   Denna avhandling syftar således till att gå ”från vision till verklighet” både i termer av att bidra till förverkligandet av Attraktiv kvalitet och i en vidare betydelse till förverkligandet av idealet av TQM som i sanning levande och i ständig utveckling. För att uppnå detta lyfter denna avhandling de tre frågorna vad, varför och hur visionen om ett mer systematiskt skapandet av Attraktiv kvalitet skall och kan förverkligas inom TQM systemet.   Bland resultaten som presenteras i denna avhandling ingår ett nytt tvådimensionellt perspektiv på Attraktiv kvalitet och en ny förståelse och konceptualisering av TQM systemet. Avhandlingen introducerar även ett nytt arbetssätt kallat ”Attraction Detection Study” (ADS) som en del av förslagen till hur Attraktiv kvalitet mer systematiskt kan realiseras inom TQM systemet.

In a fast-changing retail environment, including hard competition and demanding consumers, the customer experience of the purchasing service is crucial to gain a competitive advantage. Since consumers are to some extent moving from offline to online, and from desktop shopping to purchasing clothing in a mobile application, there is a need for investigating consumers expectations of their experience of a mobile application. The existing and performance of attributes and functions determines the satisfaction of the user experience, which is why it is reasonable to investigate expectations concerning attributes. The finding and classification of quality attributes in mobile applications in the fashion industry was the main goal of this thesis. Attributes were found using a qualitative study including 16 interviews, where respondents field tested already existing applications. The reasonability to further investigate these attributes was confirmed by a literature research. After finding 35 relevant attributes, these were investigated and analysed using the Theory of Attractive Quality and a 5-level Kano questionnaire. The analysis was conducted using the Theory of Attractive Quality, classifying attributes according to the Kano chart of evaluation. Further, each attribute was analysed using tools such as better/worse diagrams and self-stated importance values. The classification results from the questionnaire were that “Choose product size” was categorised as Must-Be, “Loading speed” as One-Dimensional, eight quality attributes were combinations of classifications, and 25 were classified as Indifferent. A number of 510 respondents answered the questionnaire. The classification of attributes implies that customers are rather indifferent to attributes during their shopping experience. However, further analysis concludes that even though many attributes are classified as Indifferent, many attributes need to be considered, according to the better/worse values and diagrams, which are useful regarding resource allocation. According to the classification and better/worse diagrams, one can distinguish a difference between genders: male respondents proved to be more indifferent to their shopping experience than females. Analysis of the data also shows a difference between age groups. The two youngest age groups including respondents born in 1990-1994 and 1995-2000, had higher better and worse values, implying that younger people expect more from their shopping user experience. Conclusively, this report resulted in an overview of consumers’ expectations regarding their experience when shopping in a fashion mobile application. The Theory of Attractive Quality is a useful method when measuring perceived and expected quality; however, each investigative occasion demands different method setup, adjusting for specific attribute types, as well as business. Some improvements can be made regarding the Theory of Attractive Quality, increasing the chances of a better result.

在當時大家認為產品品質與顧客滿意呈現一維的線性關係時，狩也紀昭首先將二因子的概念應用在產品品質上，發現了品質也有二維的特性，因此可以辨別出何種品質較其他品質重要，藉以形成品質改善的優先順序，其後亦有學者將服務品質概念應用在Kano模式上，發現服務品質也有二維品質的特性，然而Kano模式僅能提供品質的屬性分類，卻無法瞭解目前使用者的狀態，因此後來有學者加入IPA( Importance-Performance Analysis )，藉以瞭解目前使用者主觀的感受如何，因此Kano模式是將品質作「定性」，也就是瞭解品質的特性，而IPA是將品質「定量」，也就是瞭解目前使用者的感受。然而將Kano模式與IPA結合後所提出之品質改善建議往往流於模式上的字面解釋，有些甚至不符合公司當時實際在管理品質的情境，因此本研究試著導入核心策略與戰略行動的概念，試著重新提出Kano模式與IPA結合後的品質改善建議。 接著本研究以E-S-QUAL網路服務品質為基礎，結合Kano模式與IPA分析方式，並以Facebook為研究對象，探討Facebook網路服務品質的特性是否具有二維品質模式，並以不同人口統計變項將樣本分群，探討不同人口統計變項下，使用者是否對Facebook網路服務品質特性之分類有所不同，最後驗證本研究所提出的品質改善建議之合理性，並同時與Kano模式與IPA結合的品質改善建議作一對比。 結果發現，Facebook的網路服務品質的確有二維品質的屬性，但在32項品質項目中，沒有任何一項為魅力品質，代表E-S-QUAL所提出的所有品質項目，對於Facebook的使用者而言，沒有一項品質會令他們愛慕或嚮往。而對於不同人口統計變項的使用者而言，對於Facebook的網路服務品質特性之分類，在某些構面上的確有所不同。最後利用分析過後的資料，實證本研究所提出之品質改善建議，同時比較Kano模式與IPA結合的品質改善建議，發現後者確實在某些品質改善建議上有所遺漏，並於本研究所提出之改善建議中加以彌補，以形成更為周全的品質改善建議。 / At the time we think that product quality and customer satisfaction is a linear relationship, hunting Zhao Ji first applied the concept of two factors theory on quality and found that quality and customer satisfaction also has two-dimensional relationship. So you can identify what kinds of quality are more important than others to the formation of quality improvement priorities. Other researches also applied the concept of the Kano model on service quality and found that service quality also has the two-dimensional quality attribute. However, Kano model only can provide the classification of quality attribute, but cannot understand the current experience of the user. So some researches subsequently joined the IPA( Importance-Performance Analysis ), in order to understand current user subjective experience. We can know Kano model is used to “qualitative”, that is, to understand the attributes of quality, while the IPA is used to “quantitative”, that is, to understand the users current experience. However, the quality improvement suggestions from the combination with Kano model and IPA tend to fellow the literal interpretation from two models. Some suggestions even mismatch the actual company management situation. Therefore, the core of this study tried to import the concept of strategy and strategic action into the combination of Kano model and IPA to submit new recommendations of quality improvement. Then this study, based on E-S-QUAL, combining with analysis methods of Kano model and IPA, and using Facebook as an example, explores whether the characteristics of Facebook social network service qualities show two-dimensional quality attributes. Grouping the samples by different demographic variables to explore whether different users will affect the classification of quality attributes. Finally, this study examines the reasonableness of quality improvement suggestions from itself and also makes a comparison with the suggestion combining with Kano model and IPA. The results showed that, Facebook’s network service qualities do have the two dimensional quality attributes. But in 32 network service quality items, there do not have any attractive quality attribute. It shows that, there is no one service quality item proposed from E-S-QUAL will be loved or desired by Facebook users. For the different demographic variable users, there are some different in classifying Facebook’s network service quality attributes in some dimension. Finally, this study uses the result from the data analyzed through Kano model and IPA to examine the reasonableness of quality improvement suggestions from itself, and also makes a comparison with the suggestion combining with Kano model and IPA. The examination discovered that the latter is indeed miss the quality improvement suggestion in some situation. So the suggestions of this study compensated the missing part and also proposed a more comprehensive suggestion for Facebook’s quality improvement.

Syfte: Att skapa förutsättningar för en förbättrad cancervård, genom att fördjupa kunskapen och förståelsen om behov hos huvud- och halscancerpatienter under cancerprocessen. Därutö- ver önskas ett förbättrat omhändertagande genom att implementera och utvärdera kvalitetshö- jande förbättringsinsatser. Satsningen ska resultera i en trygg och smidig resa genom vården med ett minimum av avbrott mellan olika vårdhändelser. Metod: Patientens vårdkedja studerades med en fallstudie, utifrån en aktionsforskningsansats. Behoven identifierades med patientskuggning, reflektion från observationer och semistruktu- rerade fokusgruppsintervjuer med mikrosystemet, före (referensgrupp) och efter intervention (jämförelsegrupp). Analys genomfördes med kvalitativ innehållsanalys och Kano-modell. Resultat: En fast vårdkontakt var en viktig faktor i vårdkedjan. Den fasta vårdkontakten till- mötesgick behov såsom trygghet och tillgänglighet, vilket medförde en smidigare vårdkedja. Under hela vårdförloppet fanns ett stort behov av stöd, praktiskt liksom psykosocialt, från både profession och närstående. Oberoende av position i vårdkedjan önskades individanpas- sad information och ett gott bemötande. Interventionsgruppen rapporterade bättre tillgänglig- het och stöd i förhållande till jämförelsegruppen, som inte hade tillgång till kontaktsjukskö- terska. Involvering av hela mikrosystemet vid analys med Kano-modell medför att behov och förbättringsmöjligheter identifieras och valideras. Slutsatser: En kontaktsjuksköterska kan utgöra en fast vårdkontakt som tillmötesgår och sä- kerställer cancerpatienters behov. Närstående är en viktig del av mikrosystemet och måste beredas utrymme och resurser. En förbättringsinsats genom implementering av kontaktsjuk- sköterska, utformning av nutritions- och kvalitetsregisterrutiner baserat på patientens behov bidrar till god vård och minskar risken för resursslöseri. Studien har även bidragit med fördju- pad kunskap gällande applicering av Kano-modellen i Hälso- och sjukvårdsmiljö. / Purpose: To create opportunities for an improved cancer care, by providing deeper knowledge and understanding of the needs of head and neck cancer patients during the cancer treatment process. Furthermore, to improve care for these patients by implementing and eval- uating QI efforts. This will result in a safe and smooth journey through the care with a mini- mum of disruption. Method: The cancer treatment process was examined in a case study with an action research approach. Patient needs were identified by patient-shadowing, observational reflections and focus groups-interviews with the microsystem, before (non-intervention group) and after in- tervention (intervention group). The data analysis involved qualitative content analysis in- formed by Kano’s quality model. Results: A contact nurse (CN) was an important factor. The CN provided a sense of security and accessibility, giving patients a smoother trajectory of care. Continual support was needed, regarding both, practical and psychosocial matters, from both professionals and relatives. Re- gardless of position in the continuum of care, individual information and good reception was required. Members of the intervention group reported better accessibility and support com- pared to the non-intervention group members, who were not offered a CN. Conclusion: A CN can provide a continual health care contact; meeting and ensuring that the needs of cancer patients are met. Relatives are an important part of the microsystem and should be given space and resources. An improvement effort by implementing routines for a CN, quality registry and nutrition, based on patient needs will facilitate good care and opti- mise resources. The study has also contributed to deeper knowledge of how to use the Kano model in health care.

Submitted by Caroline Falcao (caroline.rfalcao@ufpe.br) on 2017-06-05T16:43:39Z No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Cleiton Rodrigues DISSERTACAO.pdf: 2782017 bytes, checksum: 935d414b68c65e8f31ec74f933b497be (MD5) / Made available in DSpace on 2017-06-05T16:43:39Z (GMT). No. of bitstreams: 2 license_rdf: 811 bytes, checksum: e39d27027a6cc9cb039ad269a5db8e34 (MD5) Cleiton Rodrigues DISSERTACAO.pdf: 2782017 bytes, checksum: 935d414b68c65e8f31ec74f933b497be (MD5) Previous issue date: 2013-12-13 / Os estudos de avaliação dos serviços de saúde pública crescem a cada dia, investigando as prioridades para intervenção e planejando os recursos que contribuam para a qualidade do serviço oferecido. As ações de melhoria da saúde pública buscam acompanhar as mudanças no perfil demográfico e epidemiológico da população brasileira, formulando programas e políticas governamentais que atendam as necessidades de seus pacientes. Sendo assim, os estudos de avaliação dos serviços públicos de saúde devem articular uma série de relações, associando componentes do serviço e de infraestrutura, atividades produzidas e resultados de curto e longo prazo. Partindo desse pressuposto, este trabalho teve como objetivo propor uma metodologia que integre o Modelo de KANO com as perspectivas do Balanced Scorecard (BSC) para avaliação de um Programa de Saúde oferecido por um Hospital público da cidade de Recife. O Modelo de KANO serviu para categorizar os atributos mais relevantes dentro da unidade hospitalar e as perspectivas do BSC complementaram a avaliação, desdobrando as ações para o alcance da satisfação de seus stakeholders. A partir da distribuição dos atributos entre as perspectivas, foi possível constatar que a priorização das características: “Envolvimento dos Gestores da Alta Administração”, “Localização”, “Equipamentos conservados e modernos” e “Prontidão dos funcionários da Farmácia” exercem um maior impacto na satisfação dos clientes. A associação entre as ferramentas se revela útil para a orientação do Planejamento Estratégico e uma melhor compreensão dos gestores quanto aos aspectos que mais impactam na satisfação dos pacientes assistidos pelo Programa. / The studies of public health services grow every day, investigating the priorities of the intervention and planning the resources which contribute for the quality of the offered service. The actions of improvement of public health search to go with the changes in the demographic and epidemic profile of the Brazilian population, creating government programs and policies that provides the necessities of their patients and also provides a life quality improvement. That said, the evaluation studies of the public health services must speak clearly a series of relations, associating services and infrastructure components, activities produced and long time and short time results. Assuming that, this work had as objective propose a methodology that integrates the KANO’s Model with the Balanced Scorecard (BSC) perspectives, to evaluate a Health Program offered by a public Hospital in the city of Recife. The KANO’s Model acted to categorize the most relevant attributes inside the Hospital unity and the BSC perspectives complemented the evaluation, doing its utmost the actions to reach the satisfaction of the Stakeholders, where the focus was the patient. From the distribution of the attributes among the perspectives, it was possible to notice that the priority of the characteristics: “High Administration Manager’s Involvement”, “Localization”, “Modern and Conserved Equipment” and “Pharmacy Employees On Duty”, have a major impact on the client’s satisfaction. The association between those elements reveals useful for the Strategic Planning orientation and a better government comprehension about the most impacting aspects of the patients satisfaction assisted by the Program.

Purpose: The purpose of the thesis is to study a process within Systembolaget AB that affects a selected part of the assortment model. The assortment is defined as TSE, which stands for tillfälligt sortiment exklusivt, that can be described as temporary assortment exclusively. According to Systembolaget the process currently lacks clarity with associated deviations in launch plans of TSE items to stores. The purpose is to improve visibility to counteract deviations in the process. Method: The report's data collection consists of semi-structured interview studies, literature studies and document review. Analysis of data has been accomplished by a fishbone diagram. Theory: The theoretical framework is made up of the kano model, Porter's five forces and ISO 9000. Results: The TSE process is necessary for Systembolaget's attractiveness as an alcohol monopoly. The range contributes to a width of offers for the customer and satisfies customers who demand more alcoholic drinks than what is available in the fixed range. TSE is mostly a stated need that has one-dimensional attributes that increase customer satisfaction and fulfillment rates. The fishbone diagram has excavated underlying root causes and identified method and measurement as the most serious in affecting quality deficiencies. Systembolaget's power structures in the microenvironment are significantly dependent on the suppliers' ability to act. Currently, the TSE process lacks a quality and management system, with the consequence that a vision, business concept and definition of quality are missing. Likewise, there is no measurement system for measuring the performance of the process in the form of deviations from launch plans. There are still challenges with the lack of internal software systems that impair the transparency of the process. Conclusion: The report suggests that the organization examines the suitability of implementing a quality and management system, measurement system, system support and vision and business idea. / Syfte: Rapportens syfte är att studera en process inom Systembolaget AB som berör en utvald del inom sortimentsmodellen. Sortimentet betecknas TSE som står för tillfälligt sortiment exklusivt. Processen i dagsläget brister i överskådlighet med tillhörande avvikelser i lanseringsplaner av TSE-artiklar till butiker. Syftet är att förbättra överskådligheten i TSE-processen för att motverka avvikelser lanseringsplanerna.   Metod: Rapportens datainsamling består av semistrukturerade intervjustudier, litteraturstudier och dokumentgranskning. Dataanalysen har gjorts med hjälp av fiskbensdiagram. Teori: Det teoretiska ramverket är uppbyggt av kanomodellen, Porter´s five forces och ISO 9000. Resultat: TSE-processen är nödvändig för Systembolagets attraktivitet som alkoholmonopol, då sortimentet bidrar till en bredd i erbjudande för kunden och tillfredsställer kunder som efterfrågar fler alkoholdrycker än det som finns i fasta sortimentet. TSE är till största del ett uttalat behov som har endimensionella attribut som höjer kundtillfredsställelsen och uppfyllelsegraden. Fiksbensdiagrammet har urholkat bakomliggande rotorsaker och identifierat metod och mätning som störst allvarlighet i påverkan av kvalitetsbrister. Systembolagets maktstrukturer i mikromiljön är signifikant beroende av leverantörernas handlingskraft. I dagsläget saknar TSE-processen ett kvalitets- och ledningssystem med efterföljd att vision, verksamhetsidé och definition av kvalitet saknas. Likaså saknas mätsystem för mätning av processens prestanda i form av avvikelser av lanseringsplaner. Fortsättningsvis finns utmaningar med avsaknad av interna stödsystem som försämrar överskådligheten av processen. Slutsats: Rapporten föreslår att organisationen undersöker lämplighet av att implementera ett kvalitets- och ledningssystem, mätsystem, systemstöd och vision samt verksamhetsidé.

Curricula assessment is an integrated process to assist higher education institutions in addressing the challenges in a designated field of study and in exploring the opportunities to better educate and prepare their students for an increasingly complex world. Although assessment as a topic has been researched extensively, there has been a lack of quantitative tools that address the requirements of many of the stakeholders that may be critical to the curriculum design and assessment processes. This research proposes the utilization of Design for Six Sigma (DFSS) to develop a quantitative model for curriculum assessment and improvement for higher education institutions. A review of the literature indicates that there is a lack of quantitative tools that enhance the reliability and efficiency of gathering customer requirements for curriculum in higher education environment. In addition, there is a lack of tools to translate these requirements into actual characteristics that can be used for curriculum design and assessment purposes. The literature also indicates that curriculum assessment is one of several educational processes that affect the quality of education. This research proposes a quantitative model for curriculum assessment and improvement in higher education institutions, utilizing design for six sigma methodology. The proposed model explores the use of the Kano model concept to translate needed requirements into desirable curriculum attributes and the general concept of establishing transfer function to determine the level at which those requirements have been satisfied. The use of the developed model can help improve student learning and provide curriculum stakeholders with timely feedback about the curriculum and identify areas in need of improvement. To validate the capability of the proposed model, an ABET accredited department of Industrial Engineering in a US university was used a case study.

To an ever greater extent, customers desire experiences that are highly emotional, personally designed and memorable. Today’s customer has an increasing need to be entertained and often searches for pleasurable offerings of hedonic value. Many academics also argue that commercial experiences deliver a higher customer value than goods and services. More research regarding the character of the commercial experience is needed to understand the needs of the customer and what creates value to the customer. However the existing tools and methods for measuring customer value and customer satisfaction seldom contain the elements pointed out as important to customers in a commercial experience. Is it enough to focus on values, methods and tools developed within for instance Total Quality Management (TQM) or is there a need for further development to include the offering of a commercial experience?  The overall purpose of this thesis has been to explore the field of commercial experiences and establish new knowledge on how customer value is created when delivering commercial experiences. Within the overall purpose the research also intended to contribute to the area of quality development. In order to fulfill the overall purpose three research questions were asked and three case studies and one validation study were conducted. In the first case study, focus was on exploring the commercial experience sector and searching for best practices as regards how to create value to the customer. One organization was studied and empirical data was collected by site visit, direct observation, participant observation, open seminars, follow-up interview questions and documentation. In the second case study the aim was on how organizations were working to create customer value in commercial experiences. Empirical data was collected at eight organizations where top managers were interviewed. In the third study the aim was to develop a method or tool to measure customer value in a commercial experience. A validation study and a case study were conducted. In the validation study a questionnaire was developed as a measuring tool for commercial experiences and later tested on customers in the third and last case study.  The findings in the three case studies presented in this thesis contribute to expanding earlier research concerning commercial experiences and how customer value is created when delivering them. From the findings of research the commercial experience is defined as “a memorable event that the customer is willing to pay for” and identified as a unique business offering providing hedonic customer value. Further the findings describe the commercial experience by three vital factors: strong engagement, highly emotional and being memorable. To additionally describe the characterizing elements of the commercial experience, the research identified these factors as important to customers: having fun, novelty, surprise, learning, a challenge, co-creation, the unexpected, storytelling, being in control, the venue for the experience (or the room of the experience), personal contact with staff and emotions creating strong engagement. Using the theory of attractive quality by Kano is suggested as one way to recognize elements of high customer value and to identify and deliver the unexpected, novelty and surprise the customers.  Further findings of the research revealed that existing tools and methods developed for measuring customer value and satisfaction do not sufficiently consider or measure the effect of customer emotions or the characterizing elements of the commercial experience. As a consequence, a questionnaire was developed and tested to identify and measure elements of value to customers in a commercial experience. From the results, a new instrument for measuring variables of value in a commercial experience is proposed. One of the conclusions is that a specific tool for measuring customer value in commercial experiences is both required and needed. It was also concluded that there is a shortage of well-known and applied methods for measuring customer value in commercial experiences and that further research of this area is needed.  The research presented in this thesis also proves that successful organizations delivering commercial experiences have a strong organizational culture built on core values. The conclusion was that working according to the core values of TQM is also a successful approach for these organizations, even though this does not seem to be enough. The characterizing element “co-creating” the experience between the customer and the provider was identified as a vital factor of business success. Giving the customer the power to affect the outcome within certain limitations and an opportunity to enhance the customer value meant that the experience becomes more personal and delivers a higher customer value than other offerings. Further identified ways of working to enhance customer value in the offering were: to recruit and select co-workers not only on competence and skills but also based on the core values; to stimulate creative thinking among co-workers and to further enhance the offering with storytelling and theming. These ways of working were categorized as specific and more unique or necessary in the experience industry and can therefore be vital in the competition between different organizations to deliver superior customer value. / I en allt större utsträckning letar kunder efter att konsumera upplevelser som berör på ett emotionellt plan, är personligt utformade och minnesvärda. Dagens kunder har ett växande behov av att underhållas och letar allt oftare efter erbjudanden enbart för nöjes skull. Flera forskare är överens om att kommersiella upplevelser handlar om att leverera ett högre kundvärde än för varor och tjänster. Det behövs mer forskning kring vad en kommersiell upplevelse innehåller för viktiga egenskaper som skapar värde för kunden samt att öka förståelsen kring kundens behov. De befintliga metoder och verktyg för att mäta kundvärde och kundnöjdhet innehåller få av de egenskaper som utpekas som vitala för en kommersiell upplevelse. Räcker det att arbeta med de värderingar, metoder och verktyg som utvecklats inom till exempel offensiv kvalitetsutveckling (TQM) eller behövs det ytterligare utveckling för att även inkludera den kommersiella upplevelsen?  Det övergripande syftet med den här avhandlingen har varit att utforska området av kommersiella upplevelser och öka kunskapen kring hur kundvärde skapas när en kommersiell upplevelse levereras. Inom ramen för det övergripande syftet fanns även ett fokus att forskningen skulle bidra till ämnesområdet kvalitetsutveckling. För att uppfylla det övergripande syftet har tre forskningsfrågor ställts och tre fallstudier och en valideringsstudie genomförts. I den första fallstudien var syftet att utforska området av kommersiella upplevelser, inhämta kunskap och leta efter goda exempel för att skapa förståelse för hur kundvärde skapas inom kommersiella upplevelser. En utvald organisation studerades och besöktes. Empirisk data insamlades genom flera olika datakällor såsom direkt observation, deltagande observation, insamling av dokument, öppna seminarier och uppföljande intervjufrågor. I den andra fallstudien var syftet att studera hur organisationer arbetar med att skapa kundvärde i en kommersiell upplevelse. Den empiriska datainsamlingen insamlades via intervjuer med högsta ledningen i åtta olika organisationer. I den tredje och sista studien var syftet att utveckla ett sätt att mäta kundvärdet i en kommersiell upplevelse. Studien delades in i två delar, en valideringsstudie för att utveckla ett sätt att mäta och en fallstudie där mätverktyget testades bland kunder i en kommersiell upplevelse. Resultatet av de tre fallstudierna som presenteras i avhandlingen bidrar till en vidareutveckling av tidigare forskning om kommersiella upplevelser och hur kundvärde skapas när en kommersiell upplevelse levereras. Som ett resultat av forskningen definieras en kommersiell upplevelse som “en minnesvärd händelse som kunden är beredd att betala för” och identifieras som ett unikt erbjudande som innehåller ett hedoniskt kundvärde. Vidare visar forskningsresultaten på att den kommersiella upplevelsen utgörs av tre viktiga faktorer för kunden såsom att vara djupt engagerande, starkt känslomässigt berörande och minnesvärd. För att ytterligare beskriva upplevelsens karaktärsdrag har ett flertal egenskaper identifierats som ett resultat av fallstudie tre. En användning av Kanos teorier om attraktiv kvalitet föreslås som ett sätt att fortsätta arbetet med att identifiera egenskaper som dels kan skapa ett högre kundvärde men också för att kunna överraska, leverera något nytt och ge kunden det oväntade som ofta efterfrågas. Forskningsresultaten påvisar en brist bland befintliga mätverktyg och metoder för kundvärde och kundnöjdhet att mäta effekten av ett känslomässigt värde och de övriga egenskaper som utpekas viktiga för kommersiella upplevelser. Som en följd av det utvecklas en enkät för att identifiera och mäta viktiga egenskaper av värde för kunden i en kommersiell upplevelse. Från resultaten föreslås ett nytt mätinstrument för att mäta värdefulla egenskaper i en kommersiell upplevelse. En av slutsatserna är att mätverktyg specifikt utvecklade för att mäta kundvärdet i kommersiella upplevelser behövs. Erkända och tillämpade metoder för att mäta kundvärdet i en kommersiell upplevelse identifieras som en brist och mer forskning behövs inom området. Forskningen i avhandlingen visar att framgångsrika organisationer som levererar kommersiella upplevelser har en stark organisationskultur som bygger på värderingar. En av slutsatserna var att arbeta enligt kärnvärderingarna inom offensiv kvalitetsutveckling är en framgångsrik metod, även för organisationer som erbjuder kommersiella upplevelser. Men det verkar inte vara tillräckligt. En annan viktig framgångsfaktor som identifieras är att samskapa (co-create) upplevelsen mellan kund och leverantör. Det ger kunden möjligheten att påverka resultatet av upplevelsen inom vissa begränsningar och därmed en chans att förstärka kundvärdet, bli mer personlig och leverera ett högre kundvärde än andra erbjudanden. Vidare identifierade arbetssätt för att öka kundvärdet i erbjudandet var: rekrytera och välj medarbetare baserat på kompetens, färdigheter och värderingar; stimulera kreativt tänkande bland medarbetare; samt förstärk erbjudandet genom användningen av storytelling och tematisering. Dessa arbetssätt kategoriseras som specifika och mer unika eller nödvändiga inom upplevelseindustrin och kan vara avgörande i konkurrensen mellan olika organisationer för att leverera ett högre kundvärde.

隨著現代人越來越忙碌的生活步調，排隊帶來的負面情緒影響也越來越大；對於企業而言，必須面對因為在消費的過程中等待，而造成顧客對於服務評價降低的現象。當許多研究致力於提出應對排隊問題的可行方案時，時代的推進帶來了行動裝置與網路的普及化，也因此出現了透過應用程式推播排隊資訊，藉此舒緩顧客負面情緒的解決方案。本研究串聯排隊心理、知覺管理…等不同的研究議題，在不同的消費情境中，透過狩野模型(Kano model)探索排隊資訊具備的服務品質，以及透過SERVQUAL的概念建構研究模型，驗證排隊資訊的整體服務品質與顧客滿意度之間的關係。研究結果發現排隊資訊具備的服務品質，多數歸類於魅力品質 (Attractive quality) 要素，一維品質(One-dimensional quality)要素則為其次，其中服務品質大多維持著一致性，但消費情境會對於特定幾項服務品質的帶來影響。研究模型亦驗證了排隊資的整體服務品質和顧客滿意度有正向關係。 / The aim of this paper is to discuss the impact of queue information provisions. As we observe the latest application of revealing queue information via mobile device to deal with the queuing management problem, this research intends to provide a new viewpoint of queuing information crossing different research issues. We develop research framework from four facets: (1) perception management, (2) queuing research, (3) Kano model, and (4) SERVQUAL. The research is divided into three parts. First, via Kano model we find the service quality of queuing information and categorize the service qualities into 6 categories. Second, we examine the relationships between the overall service quality of queuing information provision and customer satisfaction. Third, we are also concerned the impact of consume situation, so the hypothesis will be tested in the different simulated situation in experiment. According to the result, we discover that most queuing information provisions’ service qualities are attractive quality dimension and One-dimensional quality. Besides, the hypothesis of queuing information provisions’ service quality is accepted, which also proves the results which we find in the first part of this research by Kano model. Finally, this research examines the effect of consume situations on the queuing information, and we also have further discussion about the exception situation.

[EN] E-Learning is growing fast in recent years and its business figures are increased annually worldwide. Proper training is a key to access and remain active in a labor market as changing and exigent as the present one. Private training providers, government and academic institutions are actively working on the development and delivery of e-learning courses. In this context of continuous increased in competition, it is natural there is growing interest in researching on student satisfaction in an e-learning environment. Student satisfaction is one of the results of the teaching-learning process and its role is relevant because of its direct relationship to cognitive learning, transfer of learning to the work environment, its influence on the continuity of student retention thereof, and of course, as an indicator of success in providing a training service. Research on student satisfaction in e-learning admits very diferent theoretical approaches that determine the use of dissimilar analysis variables, resulting in a variety of factors influencing satisfaction. For entities that develop and teach online training is crucial to know what factors influence student satisfaction to design courses tailored to the characteristics, needs and perceptions of their students and able to produce as a result a suitable degree of satisfaction. Despite the importance of e-learning in lifelong learning for active workers, few studies are focused on analyzing the satisfaction among this type of students. Moreover, the statistical analysis used in the research literature on this subject assume that linearity exists in the way that a specific factor influences in the overall student satisfaction. However, these factors may have an asymmetric behavior, where the factors causing satisfaction can not be the same as those that produce dissatisfaction. Recently, some studies in Southeast Asia have overcome this limitation by applying the Kano model, which considers the relationship between the coverage of a need and experienced satisfaction or dissatisfaction is not necessarily linear. However, in the western area there is no precedent in the application of this method to e-learning. The objectives of this research is to develop a theoretical model for analyzing the satisfaction in online courses for working professionals; establish a predictive model and identify the most important factors through a nonlinear model of perceived quality as the Kano model. To achieve this goal, this study has reviewed the main theoretical approaches used in the literature about student satisfaction in e-learning and the variables that have proved their influence on it, it has applied linear regression models and Kano model to study the linearity of the influence of factors on student satisfaction over a set of courses aimed at active workers and has been proposed and validated a predictive model to analyze the satisfaction of this students type. / [ES] La implantación de la formación online está creciendo mucho en los últimos años. Las cifras de negocio del e-learning se incrementan anualmente en todo el mundo. Una capacitación adecuada es un factor clave para acceder y mantenerse en activo en un mercado laboral tan cambiante y exigente como el actual. Proveedores privados de formación online, gobiernos e instituciones académicas están trabajando activamente en el desarrollo e impartición de este tipo de formación. En este contexto de incremento continuo de la competencia, es natural que haya crecido el interés por la investigación sobre la satisfacción de los estudiantes en un entorno online. La satisfacción del estudiante es uno de los resultados del proceso de enseñanza-aprendizaje y su importancia es relevante por su relación directa con el aprendizaje cognitivo, la transferencia del aprendizaje al entorno laboral, su infuencia en la continuidad del alumno y la fidelización del mismo, y por supuesto, como indicador del éxito en la prestación de un servicio de formación. La investigación sobre la satisfacción de los estudiantes en e-learning admite enfoques teóricos muy distintos. El empleo de diferentes enfoques analíticos determina el uso de variables dispares, lo que resulta en una variedad de factores de influencia en la satisfacción. Para las entidades que elaboran e imparten formación online es crucial conocer cuáles son los factores que influyen en la satisfacción del estudiante de e-learning para diseñar cursos ajustados a las características, necesidades y percepciones de sus alumnos y que sean capaces de producir en ellos un grado de satisfacción adecuado. A pesar de la importancia del e-learning en la formación continua de trabajadores en activo, son escasos los estudios centrados en analizar la satisfacción entre este perfil de estudiantes. Por otra parte, los métodos más utilizados de análisis estadístico en la literatura de investigación en el tema suponen que existe linealidad en la manera en que un determinado factor influye en la satisfacción global del estudiante. Sin embargo, estos factores pueden presentar un comportamiento asimétrico, donde los factores que producen satisfacción pueden no ser los mismos que los que producen insatisfacción. Recientemente, algunos estudios realizados en el sudeste asiático han superado esta limitación aplicando el modelo de Kano, que considera que la relación entre la cobertura de una necesidad y la satisfacción o insatisfacción experimentada no es necesariamente lineal. Sin embargo, en el ámbito occidental no hay precedentes en la aplicación de este método al e-learning. El objetivo de esta investigación es desarrollar un modelo teórico de análisis de la satisfacción en cursos online dirigidos a trabajadores en activo, el establecimiento de un modelo predictivo y la identificación de los factores más importantes mediante un modelo de calidad percibida no lineal, como el modelo de Kano. Para alcanzar este objetivo, en este trabajo se ha revisado cuáles son los principales enfoques teóricos utilizados en la literatura sobre satisfacción de los estudiantes de e-learning, se ha identificado las variables que han demostrado su influencia en la satisfacción y se ha propuesto un modelo teórico para su análisis. Se ha estudiado la linealidad de la influencia de los factores de satisfacción de los estudiantes sobre un conjunto de cursos dirigidos específicamente a trabajadores en activo mediante la aplicación de modelos de regresión lineal y el modelo de Kano. Y finalmente, se ha propuesto y validado un modelo predictivo para el análisis de la satisfacción de este perfil de estudiantes. / [CAT] La implantació de la formació online està creixent molt en els últims anys. Les xifres de negoci del e-learning s'incrementen anualment en tot el món. Una capacitació adequada és un factor clau per a accedir i mantindre's en actiu en un mercat laboral tan canviant i exigent com l'actual. Proveïdors privats de formació online, governs i institucions acadèmiques estan treballant activament en el desenvolupament i impartició d'aquest tipus de formació. En este context d'increment continu de la competència, és natural que haja crescut l'interés per la investigació sobre la satisfacció dels estudiants en un entorn online. La satisfacció de l'estudiant és un dels resultats del procés d'ensenyança-aprenentatge i la seua importància és rellevant per la seua relació directa amb l'aprenentatge cognitiu, la transferència de l'aprenentatge a l'entorn laboral, la seua influència en la continuïtat de l'alumne i la fidelització del mateix, i per descomptat, com a indicador de l'èxit en la prestació d'un servici de formació. La investigació sobre la satisfacció dels estudiants en e-learning admet enfocaments teòrics molt distints. La utilització de diferents enfocaments analítics determina l'ús de variables dispars, la qual cosa resulta en una varietat de factors d'influència en la satisfacció. Per a les entitats que elaboren i impartixen formació online és crucial conéixer quins són els factors que influïxen en la satisfacció de l'estudiant de e-learning per a dissenyar cursos ajustats a les característiques, necessitats i percepcions dels seus alumnes i que siguen capaços de produir en ells un grau de satisfacció adequat. Malgrat la importància del e-learning en la formació contínua de treballadors en actiu, són escassos els estudis centrats a analitzar la satisfacció entre aquest perfil d'estudiants. D'altra banda, els mètodes més utilitzats d'anàlisi estadística en la literatura de recerca en el tema suposen que existeix linealidad en la manera en què un determinat factor influeix en la satisfacció global de l'estudiant. No obstant açò, aquests factors poden presentar un comportament asimètric, on els factors que produeixen satisfacció poden no ser els mateixos que els que produeixen insatisfacció. Recentment, alguns estudis realitzats en el sud-est asiàtic han superat aquesta limitació aplicant el model de Kano, que considera que la relació entre la cobertura d'una necessitat i la satisfacció o insatisfacció experimentada no és necessàriament lineal. No obstant açò, en l'àmbit occidental no hi ha precedents en l'aplicació d'aquest mètode al e-learning. L'objectiu d'aquesta recerca és desenvolupar un model teòric d'anàlisi de la satisfacció en cursos online dirigits a treballadors en actiu, l'establiment d'un model predictiu i la identificació dels factors més importants mitjançant un model de qualitat percebuda no lineal, com el model de Kano. Per a aconseguir aquest objectiu, en aquest treball s'ha revisat quins són els principals enfocaments teòrics utilitzats en la literatura sobre satisfacció dels estudiants de e-learning, s'ha identificat les variables que han demostrat la seua influència en la satisfacció i s'ha proposat un model teòric per a la seua anàlisi. S'ha estudiat la linealidad de la influència dels factors de satisfacció dels estudiants sobre un conjunt de cursos dirigits específicament a treballadors en actiu mitjançant l'aplicació de models de regressió lineal i el model de Kano. I finalment, s'ha proposat i validat un model predictiu per a l'anàlisi de la satisfacció d'aquest perfil d'estudiants. / Guerrero Alonso, MA. (2015). APLICACIÓN DEL MODELO DE KANO AL ANÁLISIS DE LA SATISFACCIÓN DE LOS ESTUDIANTES EN LOS CURSOS DE FORMACIÓN ONLINE [Tesis doctoral no publicada]. Universitat Politècnica de València. https://doi.org/10.4995/Thesis/10251/59523 / TESIS