Customer expectations, priorities, needs, and “voice” 287

Kano developed the following model of the relationship between customer. satisfaction and quality. Figure IV.4. Kano model (Figure I.9 repeated). The Kano model shows that there is a basic level of quality that customers . assume the product will have. For example, all automobiles have windows and. tires. If asked, customers don’t even mention the basic quality items, they take. them for ... ................
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