Deep Thoughts
Why Better Isn’t Always Better: Noriaki Kano’s Theory of Satisfaction
18:27
Why does a feature that once amazed us eventually become something we simply expect?Noriaki Kano’s Kano Model offers a fascinating explanation. In his work on Attractive Quality and Must-Be Quality, Kano showed that not all product and service attributes influence satisfaction in the same way. Some are basic expectations. Some generate satisfaction as performance improves. And some create…