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“The Courteous Hostess” (Kano et al, attractive quality and must be quality )

“The Courteous Hostess” (Kano et al, attractive quality and must be quality ). Example: Air travel comfort depends upon a smooth flight; tasty food; clean facilities and … airline hostess courtesy One-hundred passengers are asked: The hostess IS COURTEOUS? How do you feel?

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“The Courteous Hostess” (Kano et al, attractive quality and must be quality )

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  1. “The Courteous Hostess”(Kano et al, attractive quality and must be quality) • Example: Air travel comfort depends upon a smooth flight; tasty food; clean facilities and … airline hostess courtesy • One-hundred passengers are asked: • The hostess IS COURTEOUS? How do you feel? • The hostess IS NOT COURTEOUS? How do you feel?

  2. The Hostess IS NOT COURTEOUS. How Do You Feel? I like it It should be that way I don’t feel anything There is no other choice I don’t like it “The Hostess IS COURT-EOUS. How do you feel? I like it 0 0 5 4 42 It should be that way 0 0 3 6 21 I don’t feel anything 0 0 3 4 10 There is no other choice 0 0 1 0 1 I don’t like it 0 0 0 0 0 “The Courteous Hostess”

  3. “The Courteous Hostess”

  4. “The Hostess IS NOT COURTEOUS. How Do You Feel? I like it It should be that way I don’t feel anything There is no other way I don’t like it Row Sum “The Hostess IS COURT-EOUS. How do you feel? I like it 0 0 5 4 42 51 It should be that way 0 0 3 6 21 30 I don’t feel anything 0 0 3 4 10 17 There is no other way 0 0 1 0 1 2 I don’t like it 0 0 0 0 0 0 Column Sum 0 0 12 14 74 . “The Courteous Hostess”

  5. I like it It should be that way I don’t feel anything There is no other choice I don’t like it “The Hostess IS COURTEOUS. How do you feel? 51 30 17 2 0 “The Hostess IS NOT COURTEOUS. How Do You Feel? 0 0 12 14 74 “The Courteous Hostess”

  6. “The Courteous Hostess” • Hostess Courtesy is arevealedcharacteristic • Very satisfied if the hostess is courteous • Very dissatisfied if the hostess is not courteous • Survey results are 1-dimensional • Same conclusions would be drawn from either survey - “The HostessIS COURTEOUS.” or “The HostessIS NOT COURTEOUS.” … How do you feel?

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