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Maggie Slowik In the 1980s, a new customer satisfaction model, known as the Kano model, grabbed the attention of many marketing practitioners and researchers from a wide range of industries. Named after its creator, Noriaki Kano, a Japanese academic and consultant, the model challenged traditional customer satisfaction models that stated that more is better (i.e. the more you perform on each product/service attribute, the more satisfied customers will be).