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Authors:Lars Witell: CTF – Service Research Center, Karlstad University, Sweden
Martin Löfgren: CTF – Service Research Center, Karlstad University, Sweden
Anders Gustafsson: CTF – Service Research Center, Karlstad University, Sweden
Publication title:Attractive Quality Creation: A Case Study of Microwave Ovens
Conference:11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence, 20–22 August, 2008 in Helsingborg, Sweden
Publication type: Abstract
Issue:033
Article No.:048
Abstract:Originality/value: Empirical research on attractive quality creation is sparse and this study represents a rare example of a comprehensive study of attractive quality creation.

Purpose: The purpose of this study is to present a case study of attractive quality creation on microwave ovens and try to identify the characteristics of attractive quality attributes.

Design/methodology/approach: We involved 30 customers of a company designing and producing microwave ovens. In a number of experiments these customers generated over 100 new ideas on functions, attributes and services related to microwave ovens. The 21 best ideas were identified by company specialists and these ideas were then evaluated by a large customer group using the theory of attractive quality in order to identify what ideas that are really examples of attractive quality attributes.

Findings: Our study shows how the theory of attractive quality can be used in the development of new products and services. We also provide empirical evidence on the characteristics of attractive quality attributes.

Language:English
Keywords:Attractive quality creation, customer idea generation, Kano
Year:2008
No. of pages:11
Series:Linköping Electronic Conference Proceedings
ISSN (print):1650-3686
ISSN (online):1650-3740
File:http://www.ep.liu.se/ecp/033/048/ecp0803348.pdf
Available:2008-12-09
Publisher:Linköping University Electronic Press, Linköpings universitet

REFERENCE TO THIS PAGE
Lars Witell, Martin Löfgren, Anders Gustafsson (2008). Attractive Quality Creation: A Case Study of Microwave Ovens, 11th QMOD Conference. Quality Management and Organizational Development Attaining Sustainability From Organizational Excellence to SustainAble Excellence, 20–22 August, 2008 in Helsingborg, Sweden http://www.ep.liu.se/ecp_article/index.en.aspx?issue=033;article=048 (accessed 7/31/2014)