Kano营销模型与学生满意度的辩证关系

Kano Model

Kano营销模型对于客户满意度的作用

The asymmetric nature of customer satisfaction was highlighted for thefirst time by the Japanese researcher (Kano et al., 1984). The model is based on the identification of three factors:

日本研究员“（卡诺等人，1984年）的首列时强调客户满意度的不对称性。该模型的基础上确定的三个因素：

(1) the must be factors, that are necessary to operate in a business;
(2) the more is better factors whose presence can increase customersatisfaction and whose lack can depress it
(3) the surprise and delight factors that can only increase customersatisfaction.

（1）在一个企业营销是必要的操作，
（2）更多的是更好的因素，它的存在可以提高客户的满意，缺乏可以抑制
（3）惊奇和欣喜的因素，只能增加客户的满意。

Other researchers (Oliver, 1997) have further developed Kano model and highlighted how, the sources of dissatisfaction are not necessarily the obverse of the sources of satisfaction.

其他研究人员的（Oliver，1997）进一步发展卡诺模型，并强调如何的不满，来源不一定是正面的满意度的来源。

In the long run if innovation is not introduced satisfiers and delighters tend to be effected by diminishing returns and they become satisfaction maintainers, in the long term eventually the curves move towards the second quadrant and become must have features.

从长远来看如果创新就不介绍了，满足者和delighters往往会影响收益递减和他们成为满意的维护者，从长远来看，最终的曲线走向第二象限，成为必须具备的功能。

The student satisfaction is influenced by specific product and http://www.ukassignment.org/dxassignment/ service specifications, perception of quality, student emotional responses, their attribu-tions and their perceptions of equity. Students make trade offs between 2.1 The Nature of Satisfaction 27 different service features depending on the importance of the service, on the range of choice they have available and on the perceived complexity and as-sociated risk of the purchasing decision. Satisfaction depends on students’ expectations and the service experience.

学生满意度的影响，具体的产品和服务规范，对质量的感知，学生的情绪反应，他们的attribu，和他们的看法权益。学生之间的权衡2.1自然的满意度27个不同服务功能的服务的重要性，他们有那么大的复杂性和作为相应的采购​​决策的风险选择的范围。满意度取决于学生的期望和服务经验。

The student satisfaction is influenced by specific product and service specifications, perception of quality, student emotional responses, their attribu-tions and their perceptions of equity. Students make trade offs between 2.1 The Nature of Satisfaction 27 different service features depending on the importance of the service, on the range of choice they have available and on the perceived complexity and as-sociated risk of the purchasing decision. Satisfaction depends on students’ expectations and the service experience.

学生满意度的影响，具体的产品和服务规范，对质量的感知，学生的情绪反应，他们的attribu，和他们的看法权益。学生之间的权衡2.1自然的满意度27个不同服务功能的服务的重要性，他们有那么大的复杂性和作为相应的采购​​决策的风险选择的范围。满意度取决于学生的期望和服务经验。

Students’ attributions are also very important in determining students’ satisfaction. In particular the recognition of a causal relationship betweena service positive outcome and the service provider (professors, staff) effort can consistently increase students’ satisfaction with the service. Satisfaction instead can be damaged more by negative outcomes when the student per-ceives the negative element as dependent from the organisation behaviour and not as an independent and uncontrollable phenomenon. The student is satisfied also when he perceives to be treated fairly as well as when he perceives other students are treated fairly.

在确定学生的满意度，学生的归因也非常重要。特别是承认的因果关系betweena服务的积极成果和服务提供者（教授，人员）的努力，不断提高学生的满意度与服务。满意度反而会被损坏的负面结果，当学生接收的消极因素，从组织行为学的依赖，而不是作为一个独立的和无法控制的现象。学生也感到满意时，他察觉得到公正的对待，以及其他学生得到公平的对待时，他感觉到。