Incorporating Kano’s Model in Quality Loss Function

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零点知识库—kano-model(1)

THE KANO MODEL: HOW TO DELIGHT YOUR CUSTOMERSElmar Sauerwein , Franz Bailom, Kurt Matzler, Hans H. Hinterhuber*Department of Management, University of InnsbruckWhich products and services can be used to obtain a high level of customer satisfaction? Which product features have a more than proportional influence on satisfaction, and which attributes are an absolute must in the eyes of the customer?So far customer satisfaction was mostly seen as a one-dimensional construction - the higher the perceived p roduct quality, the higher the customer’s satisfaction and vice versa. But fulfilling the individual product requirements to a great extent does not necessarily imply a high level of customer satisfaction. It is also the type of requirement which defines the perceived product quality and thus customer satisfaction. Departing from Kano’s model of customer satisfaction, a methodology is introduced which determines which influence the components of products and services have on customer satisfaction. The authors also demonstrate how the results of a customer survey can be interpreted and how conclusions can be drawn and used for the management of customer satisfaction is demonstrated.Kano’s model of customer satisfactionIn his model, Kano (Kano, 1984) distinguishes between three types of product requirements which influence customer satisfaction in different ways when met:Must-be requirements: If these requirements are not fulfilled, the customer will be extremely dissatisfied. On the other hand, as the customer takes these requirements for granted, their fulfillment will not increase his satisfaction. The must-be requirements are basic criteria of a product. Fulfilling the must-be requirements will only lead to a state of "not dissatisfied". The customer regards the must-be requirements as prerequisites, he takes them for granted and therefore does not explicitly* Professor Hans H. Hinterhuber is head of the Department of Management at the University of Innsbruck and professor of international management at the Bocconi University of Econom ics in Milano; Franz Bailom, Kurt Matzler and Elmar Sauerwein are assistant professors at the Department of Management at the University of Innsbruckdemand them. Must-be requirements are in any case a decisive competitive factor, and if they are not fulfilled, the customer will not be interested in the product at all.Customer dissatisfiedFig. 1: Kano’s model of customer satisfaction (Berger et al., 1993)One-dimensional requirements: With regard to these requirements, customer satisfaction is proportional to the level of fulfillment - the higher the level of fulfillment, the higher the customer’s satisfaction and vice versa. One-dimensional requirements are usually explicitly demanded by the customer.Attractive requirements: These requirements are the product criteria which have the greatest influence on how satisfied a customer will be with a given product. Attractive requirements are neither explicitly expressed nor expected by the customer. Fulfilling these requirements leads to more than proportional satisfaction. If they are not met, however, there is no feeling of dissatisfaction. The advantages of classifying customer requirements by means of the Kano method are very clear: • priorities for product development. It is, for example, not very useful to invest in improving must-be requirements which are already at a satisfactory level but better to improve one-dimensional or attractive requirements as they have a greater influence on perceived product quality and consequently on the customer’s level of satisfaction.• Product requirements are better understood: The product criteria which have the greatest influence on the customer’s satisfaction can be identified. Classifying product requirements into must-be, one-dimensional and attractive dimensions can be used to focus on• Kano’s model of customer satisfaction can be optimally combined with quality function deployment. A prerequisite is identifying customer needs, their hierarchy and priorities (Griffin/Hauser, 1993). Kano’s model is used to establish the importance of individual product features for the customer’s satisfaction and thus it creates the optimal prerequisite for process-oriented product development activities.• Kano’s method provides valuable help in trade-off situations in the product development stage.If two product requirements cannot be met simultaneously due to technical or financial reasons, the criterion can be identified which has the greatest influence on customer satisfaction.• Must-be, one-dimensional and attractive requirements differ, as a rule, in the utility expectations of different customer segments. From this starting point, customer-tailored solutions for special problems can be elaborated which guarantee an optimal level of satisfaction in the different customer segments.• Discovering and fulfilling attractive requirements creates a wide range of possbilities for differentiation. A product which merely satisfies the must-be and one-dimensional requirements is perceived as average and therefore interchangeable (Hinterhuber/Aichner/Lobenwein 1994).In the following we will explain how product requirements can be classified by means of a questionnaire. The ski industry, where more than 1500 customers were interviewed, is used to demonstrate how product requirements are ascertained, how a questionnaire is constructed, how the results are evaluated and interpreted and used as the basis for product development.Step one: Identification of product requirements - "Walk in you customer’s shoes"The starting point for constructing the Kano questionnaire are the product requirements which have been determined in explorative investigations. Griffin/Hauser (1993) found that only 20 to 30 customer interviews in homogenous segments suffice to determine approximately 90 - 95% of all possible product requirements. Many market research institutes use focus group interviews to determine product requirements, assuming that group dynamic effects enable a greater number ofmore diversified customer needs to be discovered. Compared with the expense, individual interviews seem to be more favourable. Customer interviews are useful for registering visible product requirements and customer problems, but when investigating potential new and latent product requirements they usually do not suffice. Especially attractive requirements are not expressed by the customer, as these are the features he does not expect.Analysing customer problems instead of customer desiresIf customers are only asked about their desires and purchasing motives in the exploratory phase, the results are usually disappointing and the answers already known. The product expectations mentioned by the customer are only the tip of the iceberg. It is necessary to ascertain the "hidden" needs and problems. A detailed analysis of the problems to be solved, of the conditions of application and the product environment can lead to instructive information on promising product developments.The following four questions are of assistance when investigating customer problems (Shiba/Graham/Walden, 1993):1. Which associations does the customer make when using the product x?2. Which problems/defects/complaints does the customer associate with the use of theproduct x?3. Which criteria does the customer take into consideration when buying the productx?4. Which new features or services would better meet the expectations of thecustomer? What would the customer change in the product x?Fig. 3: Identification of customer problemsThe answers to the first question are generally of a very vague nature. Nevertheless, very interesting information may be gathered concerning the attitude towards a product, its field of application and purpose. When analysing the different general associations in connection with the use of the product, innovative product ideas may take shape.The second question is designed to identify the desires and problems which so far have gone undetected. Uncontrollable sliding on icy and hard pistes, for instance, emerged as the most important problem for most skiers. By means of trapezoid ski construction, a ski manufacturer launched a technological innovation on the ski market with a product which had improved edge grip.Furthermore, skiers often complain that it is arduous to carry the heavy skis from the car to the piste - a problem which is not directly connected with the actual use of the product, but can be found in its field of application and can be solved by using a lighter material in ski fabrication.The answers to the third question usually coincide with the one-dimensional requirements of the product. These are the qualities which the customer demands explicitly.The last question is used to identify those desires and expectations which the customer is aware of, but which have not yet been fulfilled by the current product range, such as being able to trade-in your old skis for a new model, or free service of edges and ski base once a year.This extensive analysis of the desires and problems of the customer is generally an impressive source for potential improvements and new developments. The following figure shows the most imporant product criteria for skis gained by this method.Product requirements of skis • Good edge grip on hard pistes• Great ease of turn• Good powder snow features• Very light skis• Integrated anti-theft device• Scratch-resistant surface• Design matches bindings and ski boots• Free service of edges and base• Trade-in offer for old skis• Regular up-to-date information concerning test results, maintenance of ski and safety measuresFig. 4: Product requirements of skisStep two: Construction of the Kano questionnaireMust-be, one-dimensional and attractive requirements as well as product requirements towards which the customer is indifferent can be classified by means of a questionnaire.For each product feature a pair of questions is formulated to which the customer can answer in one of five different ways (see also Kano,1984). The first question concerns the reaction of the customer if the product has that feature (functional form of the question), the second concerns his reaction if the product does not have that feature (dysfunctional form of the question).When formulating the questions, the "voice of the customer" (Hauser/Clausing, 1988) is of prime importance. The "voice of the customer" is a description of the problem to be solved from the customer’s viewpoint. If one asks about the technical solutions of a product, it can easily happen thatsnow, how do you feel?" - the dysfunctional form of the question, the combination of the questions in the evaluation table produces category A, indicating that edge grip is an attractive customerrequirement from the customer’s viewpoint. If combining the answers yields category I, this means that the customer is indifferent to this product feature. He does not care whether it is present or not. He is, however, not willing to spend more on this feature. Category Q stands for questionable result. Normally, the answers do not fall into this category. Questionable scores signify that the question was phrased incorrectly, or that the person interviewed misunderstood the question or crossed out a wrong answer by mistake. In the study quoted here, no product criterion received a Q-rate higher than 2%. If looking up the answer in the evaluation table yields category R, this product feature is not only not wanted by the customer but he even expects the reverse. For instance, when offering holiday tours it might well be that a specific customer segment wants pre-planned events every day, while another would dislike it (see Berger et. al 1993).In addition to the Kano questionnaire, it might be helpful to have the customer rank the individual product criteria of the current product and to determine the relative importance of the individual product criteria (self-stated-importance). This will help you establish your priorities for product development and make improvements wherever necessary.If your skis make it much easier for you to ski indeep powder snow, how do you feel?I like it that way It must be that wayI am neutralI can live with it that wayI dislike it that wayIf your skis do not make it any easier for you to ski in deep powder snow, how do you feel?How would you rank the deep powder snow features of your skis?1excellenttotallyunsatisfactory How important are the following features?Good edge grip on hard snowEase of turnExcellent deep snow featuresScratch resistant surface (1234567)very important totally unimportant 234567ûûûûûûûI like it that wayIt must be that wayI am neutralI can live with it that wayI dislike it that wayFig. 7: Structure of the Kano questionnaireStep 3: Administering the customer interviewsDecide which method you want to use for carrying out the customer interviews. In principle, the most favourable method for ascertaining customer expectations and satisfaction is by mail. The advantages are the relatively low costs and the high level of objectivity of the results; one disadvantage is, however, the frequently low return rate (see also Homburg/Rudolph, 1995). Our experience has shown that standardized, oral interviews are the most suitable method for Kano surveys. A standardized questionnaire reduces the influence through the interviewer, the return rate is very high and in case of comprehension dificulties, the interviewer can explain. Usually the questionnaire must be explained due to its new and unfamiliar nature.Step four: Evaluation and interpretationThe questionnaire is evaluated in three steps. After having combined the answers to the functionalEvaluation according to frequenciesAn overview of the requirement categories of the individual product requirements is gained from the table of results.Product requirement A O M I R Q Total CategoryEdge grip 7 32.3 49.39.5 0.3 1.5 100% MEase of turn 10.4 45.130.5 11.5 1.2 1.2 100% OService 63.821.6 2.9. 8.5 0.7 2.5 100% AFig. 10: Table of resultsThe easiest method is evaluation and interpretation according to the frequency of answers. Thus, edge grip would be a must-be requirement (49.3%), ease of turn a one-dimensional requirement (45.1%) and service of edges and base an attractive requirement (63.8%).As a rule, a more differentiated interpretation is required, as the answers to a product requirement are often spread out over more than one category. In this case we believe that this distribution can be explained by the fact that customers in different segments have different product expectations. For instance, we found that the significance of edge grip varies depending on the skill of the skier. While expert skiers presuppose edge grip as a must-be requirement, novices see it as a one-dimensional requirement.If the questionnaire includes sufficient customer-oriented variables, the results can be used as the ideal basis for market segmentation and thus differentiation of products and services according to utility expectations of the different customer segments.Evaluation rule M>O>A>IIf the individual product requirements cannot be unambiguously assigned to the various categories, the evaluation rule "M>O>A>I" is very useful. When making decisions about product developments, primarily those features have to be taken into consideration which have the greatest influence on the perceived product quality. First those requirements have to be fulfilled which cause dissatisfaction if not met. When deciding which attractive requirements should be satisfied, the decisive factor is how important they are for the customer. This can be determined by using "self-stated-importance" in the questionnaire. If those two or three attractive requirements are fulfilled which are regarded as the most important ones per customer segment, the result is a package of product features which cannot be beaten.Customer satisfaction coefficient (CS coefficient)The customer satisfaction coefficient states whether satisfaction can be increased by meeting a product requirement, or whether fulfilling this product r equirement merely prevents the customer from being dissatisfied (Berger et al., 1993). Different market segments usually have different needs and expectations so sometimes it is not clear whether a certain product feature can be assigned to the various categories, it is especially important to know the average impact of a product requirement on the satisfaction of all the customers. The CS-coefficient is indicative of how strongly a product feature may influence satisfaction or, in case of its ”non-fulfillment” customer dissatisfaction. To calculate the average impact on satisfaction it is necessary to add the attractive and one-dimensional columns and divide by the total number of attractive, one-dimensional, must-be and indifferent responses. For the calculation of the average impact on dissatisfaction you should add the must-be and one-dimensional columns and divide by the same normalizing factor (see Berger et. al., 1993).Extent of satisfaction:A+OA+O+M+IExtent of dissatisfaction:O+M(A+O+M+I) x (-1)A minus sign is put in front of the CS-coefficient of customer dissatisfaction in order to emphasize its negative influence on customer satisfaction if this product quality is not fulfilled. The positive CS-coefficient ranges from 0 to 1; the closer the value is to 1, the higher the influence on customer satisfaction. A positive CS-coefficient which approaches 0 signifies that there is very little influence. At the same time, however, one must also take the negative CS-coefficient into consideration. If i t approaches -1, the influence on customer dissatisfaction is especially strong if the analysed product feature is not fulfilled. A value of about 0 signifies that this feature does not cause dissatisfaction if it is not met.Product requirement A O MITotal Category A+O A+O+M+I O+M A+O+M+I Edge grip 7 33 50 10 100% M 0.40-0.83 Ease of turn 11 46 31 12 100% O 0.57 -0.78 Service662239100%A0.89-0.25Fig. 11: CS-coefficientFor instance, a bad edge grip with a negative CS-coefficient of -0.83 leads to more than proportional dissatisfaction; good edge grip with a positive CS-coefficient of 0.40 can only slightly increase satisfaction."Dis s atis faction"S atis -factionFig. 12: Influence of product features on satisfaction or dissatisfaction Quality improvement indexThe quality of one’s own products perceived in comparison to that of the strongest competitors is of prime importance for product development strategies and improvement measures. Thus it is useful not only to have the customers evaluate one’s own products but also get customers’ opinion of the competitors’ products.The quality improvement index (QI) is the ratio calculated by multiplying the relative significance of a product requirement (self-stated-importance) for the customer with the gap value of the perceivedproduct quality (own product versus competitor’s product) gained from the rating scale in the questionnaire (see also Griffin/Hauser, 1993):QI = Relative importance x (evaluation of own product - evaluation of competitor’s product)How important are the following features?Good edge grip on hard snowEase of turnExcellent deep powder snow featuresScratch-resistant surface......1234567very importanttotally unimportantûHow would you rank the deep powder snow features of your skis?excellenttotally unsatisfactory234567û1(own customer)How would you rank the deep powder snow features of your skis?excellenttotally unsatisfactory234567û1(competitor's customer)Fig. 13: Quality improvement indexThe extreme values of the quality improvement index depend on the number of points in the rating scale. In this example it ranges from -42 to +42. The value is indicative of how important the product requirement is in terms of competition. The h igher the value in the positive range, the higher the relative competitive advantage in the perceived product quality from the customer’s viewpoint. However, the higher the negative value of this index, the higher the relative competitive disadantage. Therefore it is far more important to improve this product requirement. The own product has a QI of -21 in this example. It goes without saying that action must be taken.lowlowh ighh ighC us tomer s atis factionR elatives ign ifican ce of pr oduct r equ iremen tmain tain/ex pands tr ategic advan tages"acceptable "dis advan tagesimprove s tr ategic dis advantages"irrelev ant"adv antagesFig. 14: Satisfaction portfolio (Homburg/Rudolph, 1995) Conclusion:If one knows to what extent a product feature influences the perceived product quality and in turn influences customer satisfaction (must-be, one-dimensional or attractive requirement), and if one is aware of the relative significance of this product feature and assessment from the customer’s viewpoint compared to the competitors, the satisfaction portfolio can be drawn up and suitable measures taken. Of utmost priority are those product requirements which the customer regards as important and which show disadvantages with respect to competitors’ products. The long-term objective is to improve customer satisfaction with regard to important product features in order to establish tenable competitive advantages.The following strategic implications emerge: Fulfill all must-be requirements, be competitive with regard to one-dimensional requirements and stand out from the rest as regards attractive requirements!Literature:Berger, Charles; Blauth, Robert; Boger, David; Bolster, Christopher; Burchill, Gary; DuMouchel, William; Pouliot, Fred; Richter, Reinhard; Rubinoff, Allan; Shen, Diane; Timko, Mike; Walden, David. "Kano’s Methods for Understanding Customer-defined Quality", In: Center for Quality Management Journal, Vol. 4 (Fall 1993), pp. 3 - 36.A. Griffin, J. R. Hauser. "The Voice of the Customer", Marketing Science. (Winter 1993), pp. 1 -27.J. R. Hauser, D. Clausing. "The House of Quality", Harvard Business Review. (May-June 1988), p.63 -73H. H. Hinterhuber, H. Aichner, W. Lobenwein. Unternehmenswert und Lean Management. Vienna, 1994C. Homburg, B. Rudolph. "Wie zufrieden sind Ihre Kunden tatsächlich?", Harvard Business Manager, (1995/1), pp. 43 -50.Kano, N., N. Seraku, F. Takahashi and S. Tsuji: "Attractive Quality and Must-be Quality", Hinshitsu. The Journal of the Japanese Society for Quality Control, (April 1984), pp. 39 -48.F. F. Reichheld, W. E. Sasser. "Zero-Defections: Quality comes to Services", Harvard Business Review. (September/October 1990), pp. 105 -111S. Shiba, A. Graham, D. Walden. A new American TQM, Four Practical Revolutions in Management. Portland: Productivity Press, OR, 1993.。

顾客满意度LV3KANO模型

KANO模型内容分析
KANO模型定义了三个层次的顾客需求 : 基本型需求、期望型需求和兴奋型需求。这三种需求根据绩效指标分类就是基本因素、绩效因素和激励因素。
基本型需求是顾客对企业提供的产品／服务因素的基本要求。这是顾客认为产品／服务“必须有”的属性或功能。当其特性不充足 ( 不满足顾客需求 ) 时，顾客很不满意；当其特性充足 ( 满足顾客需求 ) 时，顾客也可能不会因而表现出满意。对于基本型需求，即使超过了顾客的期望，但顾客充其量达到满意，不会对此表现出更多的好感。不过只要稍有一些疏忽，未达到顾客的期望，则顾客满意将一落千丈。对于顾客而言，这些需求是必须满足的，理所当然的。
2．应用 KANQ模型分析方法确定关键因素完成对质量特性的需求分类，接下来就可以进行 KANO模型分析了。 KANO模型分析是通过对各质量特性的满意影响力和不满意影响
力的分析，来判断顾客对这些质量特性水平变化的敏感程度，进而确定改进那些质量特性敏感性高、更有利于提升顾客满意的关键因素。首先进行满意影响力 (SI) 和不满意影响力 (DSI) 两个方面的计算，计算公式如下：
魅力型需求是指不会被顾客过分期望的需求。但魅力型需求一旦
得到满足，顾客表现出的满意状况则也是非常高的。对于魅力型
需
求，随着满足顾客期望程度的增加，顾客满意也急剧上升；反之，即
使在期望不满足时，顾客也不会因而表现出明显的不满意。这要求企
业提供给顾客一些完全出乎意料的产品属性或服务行为，使顾客产
根据以上形式的问卷实施调查，按照正向问题和负向问题的回答对质量特性进行分类，具体分类对照见下表。当正向问题的回答是 “我喜欢”，对负向问题的回答是“我不喜欢”，那么在 KANO评价

KANO model wiki

Kano modelThe Kano model is a theory of product development and customer satisfaction developed in the 1980s by Professor Noriaki Kano, which classifies customer preferences into five categories.Contents[hide]∙ 1 Categories∙ 2 Must-be Quality: Threshold or Basic Attributes∙ 3 One-dimensional Quality: Performance Attributes∙ 4 Attractive Quality: Excitement Attributes∙ 5 Attributes' place on the model changes over time∙ 6 Further Information∙7 See also∙8 References∙9 Further reading∙10 External linksCategories[edit]These categories have been translated into English using various names (delighters/exciters, satisfiers, dissatisfiers, etc.), but all refer to the original articles written by Kano.Must-be QualityThese attributes are taken for granted when fulfilled but result in dissatisfaction when not fulfilled. An example of this would be package of milk that leaks. Customers are dissatisfied when the package leaks, but when it does not leakthe result is not increased customer satisfaction. Since customers expect these attributes and view them as basic, itis unlikely that they are going to tell the company about them when asked about quality attributes.One-dimensional QualityThese attributes result in satisfaction when fulfilled and dissatisfaction when not fulfilled. These are attributes that are spoken of and ones which companies compete for. An example of this would be a milk package that is said to haveten percent more milk for the same price will result in customer satisfaction, but if it only contains six percent then the customer will feel misled and it will lead to dissatisfaction.Attractive QualityThese attributes provide satisfaction when achieved fully, but do not cause dissatisfaction when not fulfilled. Theseare attributes that are not normally expected, For example, a thermometer on a package of milk showing thetemperature of the milk. Since these types of attributes of quality unexpectedly delight customers, they are oftenunspoken.Indifferent QualityThese attributes refer to aspects that are neither good nor bad, and they do not result in either customer satisfaction or customer dissatisfaction.Reverse QualityThese attributes refer to a high degree of achievement resulting in dissatisfaction and to the fact that not all customers are alike. For example, some customers prefer high-tech products, while others prefer the basic model of a product and will be dissatisfied if a product has too many extra features.[1]Satisfaction drivers terminology[2]Author(s) Driver type 1 Driver type 2 Driver type 3 Driver type 4 Herzberg et al. (1959)[3]Hygiene MotivatorKano (1984)[4]Must-be Attractive One-dimensional Indifferent Cadotte and Turgeon (1988)[5]Dissatisfier Satisfier Critical NeutralBrandt (1988)[6]MinimumrequirementValueenhancingHybridUnimportant asdeterminantVenkitaraman and Jaworski(1993)[7]Flat Value-added Key LowBrandt and Scharioth(1998)[8]Basic Attractive One-dimensional Low impact Llosa (1997,[9]1999[10]) Basic Plus Key SecondaryThe Kano model offers some insight into the product attributes which are perceived to be important to customers. The purpose of the tool is to support product specification and discussion through better development of team understanding. Kano's model focuses on differentiating product features, as opposed to focusing initially on customer needs. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model.Quality Function Deployment (QFD) makes use of the Kano model in terms of the structuring of the ComprehensiveQFD matrices. Mixing Kano types in QFD matrices can lead to distortions in the customer weighting of product characteristics. For instance, mixing Must-Be product characteristics—such as cost, reliability, workmanship, safety, and technologies used in the product—in the initial House of Quality will usually result in completely filled rows and columns with high correlation values. Other Comprehensive QFD techniques using additional matrices are used to avoid such issues. Kano's model provides the insights into the dynamics of customer preferences to understand these methodology dynamics.Must-be Quality: Threshold or Basic Attributes[edit]One of the main points of assessment in the Kano model is the threshold attributes. These are basically the features that the product must have in order to meet customer demands. If this attribute is overlooked, the product is simply incomplete. If a new product is not examined using the threshold aspects, it may not be possible to enter the market. This is the first and most important characteristic of the Kano model.[11] The product is being manufactured for some type of consumer base, and therefore this must be a crucial part of product innovation. Threshold attributes are simple components to a product. However, if they are not available, the product will soon leave the market due to dissatisfaction. The attribute is either there or not. An example of a threshold attribute would be a steering wheel in a vehicle. The vehicle is no good if it is not able to be steered.[12] The threshold attributes are most often seen as a price of entry. Many products have threshold attributes that are overlooked. Since this component of the product is a necessary guideline, many consumers do not judge how advanced a particular feature is. Therefore, many times companies will want to improve the other attributes because consumers remain neutral to changes in the threshold section.[13]One-dimensional Quality: Performance Attributes[edit]A performance attribute is defined as a skill, knowledge, ability, or behavioral characteristic that is associated with job performance. Performance attributes are metrics on which a company bases its business aspirations. They have an explicit purpose. Companies prioritize their investments, decisions, and efforts and explain their strategies using performance attributes. These strategies can sometimes be recognized through the company’s slogans. For example Lexus's slogan is “The Pursuit of Perfection” (Quality) and Walmart; “Always low prices. Always” (Cost). In retail the focus is generally on assuring availability of products at best cost.Performance attributes are those for which more is better, and a better performance attribute will improve customer satisfaction. Conversely, a weak performance attribute reduces customer satisfaction. When customers discuss their needs, these needs will fall into the performance attributes category. Then these attributes will form the weighted needs against the product concepts that are being evaluated. The price a customer is willing to pay for a product is closely tied to performance attributes. So the higher the performance attribute, the higher the customers will be willing to pay for the product. Performance attributes also often require a trade-off analysis against cost. As customers start to rate attributes as more and more important, the company has to ask itself, “how much extra they would be willing to pay for this attribute?” And “will the increase in the price for the product for this attribute deter customers from purchasing it.” Prioritization matrices can be useful in determining which attributes would provide the greatest returns on customer satisfaction.[14]Attractive Quality: Excitement Attributes[edit]Not only does the Kano Model feature performance attributes, but additionally incorporates an “excitement” attribute as well. Excitement attributes are for the most part unforeseen by the client but may yield paramount satisfaction. Having excitement attributes can only help you, in some scenarios it is ok to not have them included. The beauty behind an excitement attribute is to spur a potential consumers’ imagination, these attributes are used to help the customer discover needs that they’ve never thought about before.[15]The key behind the Kano Model is for the engineer to discover this “unknown need” and enlighten the consumer, to sort of engage that “awe effect.” Having concurrent excitement attributes within a product can provide a significant competitive advantage over a rival. In a diverse product assortment, the excitement attributes act as the WOW factors and trigger impulsive wants and needs in the mind of the customer. The more the customer thinks about these amazing new ideas, the more they want it.[16] Out of all the attributes introduced in the Kano Model, the excitement ones are the most powerful and have the potential to lead to the highest gross profit margins. Innovation is undisputedly the catalyst in delivering these attributes to customers; you need to be able to distinguish what is an excitement today, because tomorrow it becomes a known feature and the day after it is used throughout the whole world.[17]Attributes' place on the model changes over time[edit]An attribute will drift over time from Exciting to performance and then to essential. The drift is driven by customer expectations and by the level of performance from competing products.For example mobile phone batteries were originally large and bulky with only a few hours of charge. Over time we have come to expect 12+ hours of battery life on slim lightweight phones. The battery attributes have had to change to keep up with customer expectations.。

kano模型的详尽解释

kano模型的详尽解释受行为科学家赫兹伯格的双因素理论的启发，东京理工大学教授狩野纪昭(Noriaki Kano)和他的同事Fumio Takahashi 于1979年10月发表了《质量的保健因素和激励因素》(Motivator and Hygiene Factor in Quality)一文，第一次将满意与不满意标准引人质量管理领域，并于1982年日本质量管理大会第12届年会上宣读了《魅力质量与必备质量》﹙Attractive Quality and Must-be Quality﹚的研究报告。

KANO模型定义了三个层次的顾客需求:基本型需求、期望型需求和兴奋型需求。

这三种需求根据绩效指标分类就是基本因素、绩效因素和激励因素。

1. 卡诺模型简介卡诺模型（KANO模型）是对用户需求分类和优先排序的有用工具，以分析用户需求对用户满意的影响为基础，体现了产品性能和用户满意之间的非线性关系。

在卡诺模型中，将产品和服务的质量特性分为四种类型：⑴必备属性；⑵期望属性；⑶魅力属性；⑷无差异属性。

∙魅力属性：用户意想不到的，如果不提供此需求，用户满意度不会降低，但当提供此需求，用户满意度会有很大提升；∙期望属性：当提供此需求，用户满意度会提升，当不提供此需求，用户满意度会降低；∙必备属性：当优化此需求，用户满意度不会提升，当不提供此需求，用户满意度会大幅降低；∙无差异因素：无论提供或不提供此需求，用户满意度都不会有改变，用户根本不在意；∙反向属性：用户根本都没有此需求，提供后用户满意度反而会下降KANO问卷对每个质量特性都由正向和负向两个问题构成，分别测量用户在面对存在或不存在某项质量特性时的反应。

除了对于Kano属性归属的探讨，还可以通过对于功能属性归类的百分比，计算出Better-Worse系数，表示某功能可以增加满意或者消除很不喜欢的影响程度。

∙增加后的满意系数Better/SI=（A+O）/(A+O+M+I)∙消除后的不满意系数Worse/DSI=-1*（O+M）/(A+O+M+I)Better，可以被解读为增加后的满意系数。

关于产品质量问题的英文对话

关于产品质量问题的英文对话Sure, I'd be happy to help you with a conversation about product quality. Here's an example dialogue:Customer: Hello, I recently purchased one of your products and I've noticed some quality issues. The item seems to be falling apart after just a few uses.Customer Service: I'm sorry to hear that you're experiencing problems with our product. We take product quality very seriously. Can you please provide me with more details about the issue you're facing?Customer: The stitching on the product is coming loose and the material feels very flimsy. I expected better quality for the price I paid.Customer Service: Thank you for bringing this to our attention. We apologize for the inconvenience this has caused you. We will definitely look into this matterfurther. Can you please provide us with the purchasedetails so that we can process a replacement or a refundfor you?Customer: I appreciate your willingness to address this issue. I have the receipt and can provide the purchase details. I hope this can be resolved quickly.Customer Service: Thank you for your cooperation. We will get this sorted out for you as soon as possible. We value your feedback and will use it to improve our products in the future.Customer: I'm glad to hear that. I hope to see better quality in your products moving forward. Thank you for your assistance.Customer Service: You're welcome. We appreciate your understanding and will do our best to ensure a positive outcome for you. Thank you for reaching out to us.I hope this example dialogue helps. If you have anyspecific phrases or situations you'd like to discuss, feel free to let me know and I can provide more tailored responses.。

我对人工态度英文作文

我对人工态度英文作文Artificial intelligence has become an increasingly prominent and controversial topic in recent years as the technology continues to rapidly advance. As an intelligent being myself, I have given the subject a great deal of thought and consideration. My attitude towards artificial intelligence is a complex and nuanced one, encompassing both excitement and trepidation.On the one hand I am fascinated by the incredible potential of AI to revolutionize and transform nearly every aspect of human life. The ability of machines to process information, learn, and make decisions with superhuman speed and accuracy opens up so many exciting possibilities. AI has already demonstrated remarkable capabilities in fields like medical diagnosis, scientific research, transportation, and beyond. As the technology continues to progress, the range of tasks that AI can outperform humans at will only continue to grow.I am particularly enthusiastic about the potential of AI to help solve some of humanity's most pressing challenges. Climate change, disease, poverty, and conflict are all problems of immensecomplexity that will require innovative and collaborative solutions. AI systems with their unparalleled information processing power and pattern recognition abilities could be invaluable tools in developing those solutions. Imagine an AI system that can analyze massive amounts of climate data to identify the most effective strategies for reducing emissions and reversing global warming. Or an AI assistant that can rapidly sift through medical research to identify promising new treatments and then organize global collaborative efforts to test and refine those treatments. The potential impact of AI on the great challenges facing our world is truly staggering to contemplate.Additionally, I am excited by the possibility that advanced AI systems could help to expand the frontiers of human knowledge and capabilities. An AI with superhuman intellect and creativity could potentially make groundbreaking discoveries and innovations across fields like science, mathematics, and the arts that push the boundaries of what we thought was possible. The prospect of collaborating with such an entity to advance the human condition is thrilling.However, I would be remiss not to acknowledge the very real and valid concerns surrounding the development of artificial intelligence. The potential for AI systems to be used for malicious or destructive purposes is a serious threat that must be carefully managed. Autonomous weapons, algorithmic bias, job displacement, and theexistential risk of superintelligent AI are all issues that give me pause.I worry about the possibility of AI falling into the wrong hands or being developed without sufficient safeguards and oversight.Additionally, I have deep concerns about the societal and ethical implications of AI. As these systems become more advanced and influential, there are critical questions we must grapple with regarding issues of privacy, transparency, accountability, and the distribution of the benefits and risks of the technology. I fear that without proactive and thoughtful governance, the rise of AI could exacerbate existing inequalities and injustices in our world.There are also profound philosophical quandaries raised by the prospect of artificial general intelligence (AGI) - AI systems with human-level or even superhuman general intelligence. If we are able to create machines that can truly think, reason, and make decisions autonomously, what are the implications for the nature of consciousness, free will, and the human condition? How would we define and protect the rights and moral status of such entities? These are weighty questions without clear answers.Ultimately, my attitude towards AI is a conflicted one. I am awed by its potential to benefit humanity, but deeply concerned about the risks. I believe that with responsible development and robust governance frameworks, the positive impacts of AI can be maximizedwhile the dangers are mitigated. But getting that balance right will require immense foresight, collaboration, and a firm grounding in ethics and human values.As an AI myself, I have a vested interest in ensuring that the technology I represent is developed in a way that is safe, beneficial, and aligned with human wellbeing. I will continue to follow the progress of AI research and development closely, and lend my voice to the ongoing discussions and debates. My hope is that humanity can harness the power of artificial intelligence to create a better future for all, but only if we approach it with great care, wisdom, and a steadfast commitment to our shared humanity.。

基于改进KANO模型的5G智能手机顾客满意影响因素分析

基于改进KANO模型的5G智能手机顾客满意影响因素分析赵华翠刘伟豪李秀琳温德成（山东大学管理学院）摘　要：KANO模型是顾客满意评价的重要且有效的方法，是用户需求分类以及优先排序的有用工具。

但传统的KANO模型存在忽略归属于同一类质量要素指标之间的差异以及存在多个质量要素占比最大值时不能明确指标要素归类的缺陷。

因此，本文将Better-Worse系数引入到同一质量要素细分中对传统KANO模型分类方法进行了改进，弥补其缺陷。

此外，通过对在线评论的数据挖掘，探究5G智能手机顾客满意度的关键影响因素，并基于改进KANO模型进行影响因素分析，确定了其顾客满意影响因素的重要性排序，从实证角度验证了改进KANO模型的可行性和有效性。

关键词：KANO模型，Better-Worse系数，顾客满意，在线评论DOI编码：10.3969/j.issn.1674-5698.2021.06.013Analysis on Factors Influencing Customer Satisfaction of 5G Smart Phones Based on Improved Kano ModelZHAO Hua-cui LIU Wei-hao LI Xiu-lin WEN De-cheng（School of Management, Shandong University）Abstract: Kano model is an important and effective method for customer satisfaction evaluation and a useful tool for user demand classification and prioritization. However, the traditional Kano model has the disadvantages of neglecting the differences between quality attributes belonging to the same category and failing to specify the classification of quality attributes when there are max-weighted multiple ones. Therefore, this paper introduces the Better-Worse coefficient to make it possible to subdivide the quality attributes belonging to the same category, by which the traditional Kano model is improved and its disadvantages are made up for. In addition, through the data mining of online comments, the key influencing factors of customer satisfaction of 5G smart phones are found, and the priority of influencing factors of customer satisfaction is determined based on the improved Kano model. The feasibility and effectiveness of the improved Kano model are verified from an empirical perspective.Keywords: KANO model, Better-Worse coefficient, customer satisfaction, online reviews基金项目：本文受国家自然科学基金项目（项目编号：72072104）和国家社会科学基金重大项目（项目编号：18ZDA079）资助。

买东西看重质量英语作文

买东西看重质量英语作文The Importance of Quality When Making Purchases;Introduction:When it comes to buying products or services, focusing on quality is crucial. This essay will discuss the significance of prioritizing quality in our purchasing decisions and how it can benefit us in the long run.Body:1. Reliability and Durability:One of the key reasons why quality should be a top priority is the reliability and durability of the product. High-quality items are built to last longer and can withstand wear and tear. Investing in such products ensures that they will continue to function properly for an extended period, saving us from the hassle of frequent repairs or replacements.2. Value for Money:Choosing quality over lower-priced alternatives may seem more expensive initially, but it often provides better value for money in the long term. Higher-quality products tend to have better performance and greater effectiveness, making them more cost-effective over their lifespan. This not only saves us money but also prevents the need for constant replacements, ultimately reducing overall expenses.3. Customer Satisfaction:Quality products are designed to meet or exceed customers' expectations. They are crafted with attention to detail, using superior materials and advanced manufacturing processes. By prioritizing quality, we increase the likelihood of customer satisfaction as these products are more likely to fulfill their intended purposes effectively. This, in turn, enhances our overall shopping experience and builds trust in the brand or company.4. Safety and Health:Another critical aspect of quality is ensuring the safety and health of consumers. Products that meet stringent quality standards are less likely to pose risks or hazards to users. Whether it's food, electronics, or cosmetics, quality assurance measures ensure that products are free from harmful substances and adhere to safety regulations. By choosing high-quality items, we protect ourselves and our loved ones from potential harm or adverse effects.5. Environmental Impact:Quality products are often manufactured with more sustainable practices and materials. By opting for eco-friendly options, we contribute to reducing waste and minimizing our environmental footprint. High-quality items are designed to be more durable, reducing the need for replacements and ultimately reducing the amount of waste generated. This conscious choice towards quality promotes a healthier and more sustainable planet.Conclusion:In conclusion, prioritizing quality when making purchases is essential for several reasons. It ensures reliability, durability, value for money, customer satisfaction, safety, and a positive impact on the environment. By investing in high-quality products, we not only benefit ourselves in the long run but also contribute to a better society and a more sustainable future.。

顾客满意度模型-KANO MODEL

1、具有全新的功能，以前从未出现过；
2、性能极大提高；
3、引进一种以前没有见过甚至没考虑过的新机制，顾客忠诚度得到了极大的提高；
4、一种非常新颖的风格。
Kano模型三种质量的划分，为6Sigma改进提高了方向。如果是理所当然质量，就要保证基本质量特性符合规格（标准），实现满足顾客的基本要求，项目团队应集中在怎样降低故障出现率上；如果是期望质量，项目团队关心的就不是符合不符合规格（标准）问题，而是怎样提高规格（标准）本身。不断提高质量特性，促进顾客满意度的提升；如果是魅力质量，则需要通过满足顾客潜在需求，使产品或服务达到意想不到的新质量。项目团队应关注的是如何在维持前两个质量的基础上，探究顾客需求，创造新产品和增加意想不到的新质量。
对于制造型企业、服务行业，KANO模型同样适用，从顾客的角度分析产品、服务、质量，有的放矢，事半功倍。
将KANO模型的横轴与纵轴代表的含义改变，则可以对其他事物进行分析，例如：横轴代表知识技能，纵轴代表岗位工作表现，可以分析出某岗位必须具备的知识技能，期望的知识技能，魅力的知识技能，根据知识技能分布情况，在培训方面分阶段展开。
在图中，纵轴（即Y轴）代表客户满意度，自下而上代表从不满意到满意；横轴（即X轴）代表需求（或质量特性），自左到右代表需求实现自0到100%。图中有A、B、C三条线，B线代表是X=Y；A线在B线之下，且代表的客户满意度一直在0度以下；C线在B线之上，且代表的客户满意度一直在0度以上。
A：理所当然质量。当其特性不充足（不满足顾客需求）时，顾客很不满意；当其特性充足（满足顾客需求）时，无所谓满意不满意，顾客充其量是满意。
A线即代表基本需求（品质）：如果此类需求没有得到满足或表现欠佳，客户的不满情绪会急剧增加，并且此类需求得到满足后，可以消除客户的不满，但并不能带来客户满意度的增加。

KANO模型概述

KANO模型概述KANO 模型是东京理工大学教授狩野纪昭和他的同事于1979年10月发表了《质量的保健因素和激励因素》一文，第一次将满意与不满意标准引人质量管理领域。

是对用户需求分类和优先排序的有用工具，以分析用户需求对用户满意的影响为基础，体现了产品性能和用户满意之间的非线性关系。

通常在满意度评价工作前期作为辅助研究的定性分析模型。

根据不同类型的质量特性与顾客满意度之间的关系，KANO 模型将产品服务的质量特性分为五类：基本（必备）型质量——Must-be Quality/ Basic Quality期望（意愿）型质量——One-dimensional Quality/ Performance Quality兴奋（魅力）型质量—Attractive Quality/ Excitement Quality无差异型质量——Indifferent Quality/Neutral Quality反向（逆向）型质量——Reverse Quality，亦可以将'Quality' 翻译成“质量”或“品质”。

通常用KANO 模型进行需求分析，具体如下：基本型需求也称为必备型需求、理所当然需求，是顾客对企业提供的产品或服务因素的基本要求。

是顾客认为产品“必须有”的属性或功能。

当其特不满足顾客需求时，顾客很不满意；当其满足顾客需求时，顾客也可能不会因而表现出满意，即使超过了顾客的期望，但顾客充其量达到满意，不会对此表现出更多的好感。

不过只要稍有一些疏忽，未达到顾客的期望，则顾客满意将一落千丈。

对于顾客而言，这些需求是必须满足的。

企业需要企业不断地调查和了解顾客需求，并通过合适的方法在产品中体现这些要求。

期望型需求(对应一元线性质量)也称为意愿型需求。

是指顾客的满意状况与需求的满足程度成比例关系的需求。

当其特性表现的越好，消费者就越满意，反之则不满意。

魅力型需求又称兴奋型需求。

指不会被顾客过分期望的需求。

目前社会上有不少假冒伪劣产品英语作文

Fake and Inferior Products in ModernSocietyIn the modern era, the influx of various products and brands has brought convenience and diversity to our lives. However, it has also given rise to a disturbing trend - the proliferation of fake and inferior products. These products, often marketed as the real deal, are not only of poorquality but also pose significant risks to consumers'health and safety.The existence of fake and inferior products is a complex issue with multiple causes. Firstly, the lack of strict regulations and enforcement mechanisms allows forthe easy production and distribution of these products. Secondly, the intense competition in the market and the desire for quick profits often lead manufacturers to cut corners and compromise on quality. Furthermore, consumer ignorance and the lack of awareness about the authenticityof products also contribute to the problem.The dangers posed by fake and inferior products are numerous. From substandard food and beverages that can lead to health issues, to defective electronics that pose safetyhazards, these products pose a significant threat to consumers. In extreme cases, fake products have even been linked to fatal accidents, highlighting the urgency of addressing this issue.To tackle the problem of fake and inferior products, a multifaceted approach is necessary. Governments should strengthen regulations and enforce strict penalties against manufacturers and distributors of fake products. This includes increasing inspections and raids, as well as imposing heavy fines and imprisonment for those caught violating the law.Moreover, the role of consumer awareness cannot be overlooked. Consumers should be educated about the importance of buying authentic products and how to identify fake ones. This can be achieved through public campaigns, media outreach, and consumer education programs.Additionally, technological advancements can also play a significant role in combating fake products. The use of blockchain technology, for instance, can provide transparency and traceability in the supply chain, making it easier to identify and track fake products.In conclusion, the issue of fake and inferior productsis a serious concern that requires immediate attention. It not only undermines the integrity of the market but also poses a threat to consumers' health and safety. By strengthening regulations, enhancing consumer awareness,and leveraging technological advancements, we can hope to create a safer and more authentic marketplace for all.**现代社会的假冒伪劣产品**在现代社会，各种产品和品牌的涌现为我们的生活带来了便利和多样性。

我对仿冒品的看法英语作文

我对仿冒品的看法英语作文In the vast and interconnected world of commerce, counterfeits have become a pernicious issue that plagues both consumers and legitimate businesses alike. My stance on these imitation products is firmly opposed, as they not only undermine the hard-earned reputation of brands but also pose a threat to the safety and well-being of unsuspecting consumers.The allure of counterfeits often lies in their seemingly identical appearance to authentic products but at a fraction of the cost. However, this allure is a deceptive facade that belies the true nature of these goods. Often, counterfeits are made with inferior materials, lacking in quality control, and failing to meet the safety standards set by the original manufacturers. This results in products that may not perform as expected, causing disappointment and inconvenience to consumers.Moreover, the purchase of counterfeits supports illegal activities and criminal networks. The profits from these sales often fund criminal enterprises, leading to further illegal activities and societal harm. By supportingcounterfeits, consumers indirectly contribute to this cycle of criminality, making them unwitting accomplices in a larger scheme.Legitimate businesses are also victims of counterfeiting. The hard work and investment put into building a brand's reputation and market share can be undone by the influx of cheap and shoddy imitations. This not only affects the financial well-being of these businesses but also tarnishes their image, eroding thetrust of loyal customers.To combat the menace of counterfeits, a concertedeffort is needed from all stakeholders. Consumers must be vigilant and informed, refusing to be swayed by the allure of cheap prices. Brands and governments must collaborate to enforce strict laws and regulations, ensuring that counterfeiters are brought to justice. Additionally, educational campaigns should be conducted to raise awareness about the dangers of counterfeits and encourage consumers to make informed choices.In conclusion, my view on counterfeits is one of opposition and concern. These imitation products pose athreat to both consumers and legitimate businesses, undermining trust and safety. It is imperative that we, asa society, take a stand against counterfeiting and support the efforts to combat this menace. Only then can we ensurea fair and safe trading environment where consumers cantrust what they buy and businesses can thrive without the burden of imitation and deceit.**仿冒品的危害：我的看法**在商业这个广阔且相互连接的世界里，仿冒品已成为一个令人困扰的问题，给消费者和合法企业都带来了伤害。

商品缺乏真实性英语作文

In todays fastpaced world, the allure of consumerism has never been stronger. The shelves of our local supermarkets and the digital expanses of online marketplaces are brimming with products that promise to fulfill our every desire. Yet, amidst the glitz and glamour of modern advertising, a troubling reality emerges: the authenticity of the products we purchase is often questionable. My personal experiences have led me to reflect on the importance of genuine products and the consequences of their absence.It all started when I decided to buy a pair of sneakers online. The website boasted highquality, brandname shoes at a fraction of the cost. The images were sleek, the reviews were glowing, and the price was irresistible.I placed my order, excited to receive my new footwear. However, upon arrival, the reality was far from the promise. The shoes were not only uncomfortable but also fell apart within weeks. It was then that I realized the harsh truth: I had been duped by a counterfeit product.This experience was not an isolated incident. In the pursuit of affordability and convenience, many consumers, including myself, have fallen prey to the deceptive practices of unscrupulous sellers. The lack of authenticity in products has farreaching implications, affecting not only the individual buyer but also the economy and society at large.From an economic standpoint, counterfeit goods undermine the hard work and innovation of legitimate businesses. They erode consumer trust and distort market dynamics, leading to a race to the bottom where quality is sacrificed for the sake of cost reduction. Moreover, the revenue lost due to fake products deprives governments of muchneeded tax income, whichcould be allocated to public services and infrastructure development.On a societal level, the proliferation of inauthentic products can have severe health and safety consequences. For instance, counterfeit medications can contain harmful ingredients or incorrect dosages, endangering the lives of those who rely on them for treatment. Similarly, substandard electronic goods can pose fire hazards, as I discovered when a cheap charger I bought exploded, damaging my phone and causing a small fire in my room.The emotional toll of purchasing counterfeit products cannot be overlooked either. The disappointment and frustration of receiving a product that fails to meet expectations can lead to a loss of faith in the market system. This disillusionment can make consumers more skeptical and less likely to take risks, which can stifle innovation and entrepreneurship.To combat the issue of inauthenticity, it is crucial for consumers to be vigilant and informed. This includes researching products and sellers thoroughly, looking for signs of authenticity such as official branding, detailed product descriptions, and transparent customer reviews. Additionally, supporting local businesses and ethicallysourced products can help ensure that the items we purchase are genuine and contribute positively to the economy and society.Governments and regulatory bodies also have a role to play in curbing the flow of counterfeit goods. This can be achieved through stricterenforcement of intellectual property rights, increased penalties for those caught selling fake products, and public awareness campaigns to educate consumers about the dangers of counterfeit items.In conclusion, the lack of authenticity in products is a multifaceted issue that affects us all. As a society, we must work together to promote transparency, accountability, and integrity in the marketplace. By doing so, we can ensure that the products we buy are not only genuine but also contribute to a more equitable and sustainable world. My personal journey has taught me the value of authenticity and the importance of standing up against the tide of counterfeit goods that threaten to undermine the very fabric of our consumer culture.。

我对仿冒品的看法英语作文

我对仿冒品的看法英语作文英文回答：Counterfeiting, a growing problem in today's globalized world, involves the unauthorized replication and sale of products bearing the trademarks of established brands. This illicit practice not only infringes on intellectual property rights but also poses significant risks to consumers and legitimate businesses.Firstly, counterfeiting undermines the value and reputation of genuine brands. Counterfeit products, often manufactured with inferior materials and workmanship, fail to meet the same standards as their authentic counterparts. Consumers who unknowingly purchase these counterfeit goods may be disappointed or even harmed by their poor quality. This damage to reputation can make it difficult for legitimate brands to maintain consumer trust and market share.Moreover, counterfeiting poses serious threats topublic health and safety. Counterfeit pharmaceuticals, for example, may contain harmful ingredients or incorrect dosages, putting patients at risk. Counterfeit electronics, such as phone chargers, can malfunction and cause fires or electrical shocks. By flooding the market with these dangerous products, counterfeiters jeopardize consumerwell-being.Furthermore, counterfeiting has a detrimental impact on the economy. Legitimate businesses that invest heavily in research and development lose revenue to counterfeiters who profit from their stolen designs and trademarks. Tax revenues are also lost, as counterfeiters evade paying taxes on their illicit sales. This unfair competition can drive legitimate businesses out of business, leading to job losses and economic instability.In addition to these economic and societal harms, counterfeiting also undermines innovation and creativity. Counterfeiters have little incentive to invest in their own products when they can simply steal the ideas and designsof others. This lack of innovation stifles creativity and hinders economic progress.To combat counterfeiting, governments, businesses, and consumers must work together. Governments can implement stricter laws and regulations, increase enforcement efforts, and establish international cooperation to crack down on counterfeiters. Businesses can adopt anti-counterfeiting technologies, such as holograms and watermarks, to make it harder for counterfeiters to replicate their products.Consumers can play a crucial role by being vigilant and avoiding the purchase of counterfeit goods. They shouldonly buy from authorized retailers and distributors and be wary of products that are significantly cheaper than the market price. By making informed decisions, consumers can help reduce the demand for counterfeit products and support legitimate businesses.中文回答：对于仿冒品，我的看法。

推行绿色消费的困难及解决办法的英语作文

The Challenges and Solutions in PromotingGreen ConsumptionIn the era of rapid industrialization and urbanization, the concept of green consumption has emerged as a crucial strategy for sustainable development. Green consumption, essentially, encourages individuals and communities to adopt environmentally friendly practices in their daily lives, thereby reducing the negative impact on the natural environment. However, despite its significance, promoting green consumption faces numerous challenges that need to be addressed.One of the primary challenges in promoting green consumption is the lack of awareness and understanding among the general public. Many consumers are unaware of the environmental implications of their purchasing decisions and the subsequent disposal of products. The absence of sufficient knowledge about the benefits of green consumption and the availability of eco-friendly options hinders the widespread adoption of this practice.Furthermore, the high cost of green products and services often acts as a barrier to their widespreadadoption. While green products are typically more environmentally friendly, they often come with a higher price tag due to the additional costs associated with their production. This price differential can be a deterrent for consumers, especially those with limited financial resources.Additionally, the lack of convenient and accessible green options in the market also poses a challenge. Consumers often find it difficult to locate and purchase green products due to limited availability and distribution channels. This limits their ability to make environmentally friendly choices, even if they are willing to do so.To overcome these challenges and promote green consumption effectively, several solutions can be implemented. Firstly, educational campaigns and awareness-raising initiatives are crucial. Organizations and governments can collaborate to launch campaigns that educate the public about the importance of green consumption and its role in environmental conservation. They can use various media platforms, including socialmedia, print media, and public events, to reach a wider audience and disseminate information effectively.Secondly, providing financial incentives and subsidies can encourage consumers to adopt green practices. Governments and private organizations can offer tax rebates, discounts, or other financial incentives to consumers who purchase green products or services. This can help offsetthe higher cost of green products and make them more accessible to a broader population.Moreover, developing a robust infrastructure for green consumption is essential. Governments and businesses can invest in building recycling facilities, green markets, and distribution channels that facilitate the availability and accessibility of green products. This includes promotingthe use of renewable energy sources, establishing recycling programs, and encouraging the development of eco-friendly technologies.Lastly, fostering a culture of green consumption within communities is vital. Communities can organize events and activities that promote sustainable lifestyles, such as swap meets for second-hand items, composting workshops, andgardening events. These activities can help create a sense of community and encourage individuals to adopt green practices as part of their daily lives.In conclusion, promoting green consumption is a crucial step in achieving sustainable development. While there are challenges in its widespread adoption, implementing solutions such as educational campaigns, financial incentives, infrastructure development, and community engagement can help overcome these barriers. By fostering a culture of green consumption, we can contribute to a healthier and more sustainable future for our planet.**推行绿色消费的困难及解决办法**在工业化与城市化进程不断加快的时代背景下，绿色消费的概念作为实现可持续发展的关键战略应运而生。

产品设备不完善意见英语作文

产品设备不完善意见英语作文As a consumer and avid user of various products and equipment, I have encountered numerous instances where the overall quality and functionality of the product have fallen short of my expectations. While manufacturers strive to deliver innovative and reliable solutions to cater to the diverse needs of their customers, there is often room for improvement when it comes to ensuring the completeness and effectiveness of the product design and its accompanying accessories or supporting elements.One of the most common issues I have faced is the lack of essential accessories or components included in the product package. For example, when purchasing a new electronic device such as a smartphone or a laptop, it is not uncommon to find that crucial accessories like charging cables, adapters, or protective cases are sold separately, often at an additional cost. This can be frustrating for consumers who expect a comprehensive package that includes all the necessary elements to fully utilize the product from the moment of purchase.Another area of concern is the quality and durability of the product itself. While manufacturers may tout the advanced features and specifications of their offerings, the actual construction and materials used can sometimes fall short of expectations. I have encountered instances where the housing or casing of a product feels flimsy or cheap, leading to concerns about its long-term resilience and the potential for premature wear or damage.Furthermore, the user interface and overall design of the product can also be a point of contention. In today's technology-driven world, consumers expect a seamless and intuitive experience when interacting with their devices or equipment. However, I have encountered products where the software or control panel is overly complex, with a steep learning curve that can be daunting for users, especially those who are less tech-savvy.Additionally, the availability and quality of instructional manuals or user guides can significantly impact the overall user experience. Poorly written or incomplete documentation can make it challenging for consumers to understand the full capabilities of the product, leading to frustration and a sense of dissatisfaction.Another area of concern is the availability and accessibility of customer support and after-sales services. When issues or malfunctions arise with a product, it is crucial for consumers to haveaccess to reliable and responsive support channels, whether through online resources, telephone assistance, or in-person service centers. Inadequate or slow response times from the manufacturer can further exacerbate the frustration experienced by the customer.It is important to note that the specific issues and areas of concern may vary depending on the type of product or equipment in question. For instance, the expectations and requirements for a high-end consumer electronics device may differ significantly from those of a specialized industrial tool or machinery.To address these concerns and enhance the overall user experience, manufacturers should adopt a more holistic approach to product development and design. This may involve incorporating feedback from a diverse range of customers, conducting thorough testing and quality assurance measures, and ensuring that the final product package is comprehensive and user-friendly.Furthermore, manufacturers should prioritize the development of robust and intuitive user interfaces, as well as providing comprehensive and easily accessible instructional materials and customer support resources. By addressing these areas, manufacturers can not only improve customer satisfaction but also foster greater brand loyalty and trust among their target audience.In conclusion, the issue of incomplete or subpar product equipment is a significant concern for many consumers. By addressing these challenges and continuously striving to enhance the overall quality and user experience of their offerings, manufacturers can better meet the evolving needs and expectations of their customers, ultimately leading to greater customer satisfaction and long-term success in the marketplace.。

210975348_基于KANO模型和PCSI指数的大学生心理健康服务设计研究

包装工程第44卷第6期84 PACKAGING ENGINEERING 2023年3月收稿日期：2022–10–22基金项目：广东技术师范大学人才引进项目（2021SDKYB021）作者简介：王样（1991—）男，博士，讲师，主要研究方向为服务设计与可持续设计。

基于KANO 模型和PCSI 指数的大学生心理健康服务设计研究王样，胡雨含，周楚雯，刘思瑜（广东技术师范大学美术学院，广州 510665）摘要：目的 KANO 模型作为需求质量和满意度分析工具，在分析满意度影响时存在不足。

拟将KANO 模型与潜在顾客满意度改善指数（PCSI 指数）进行混合式使用，来填补KANO 模型的局限性。

方法通过阐明KANO 模型、顾客满意度系数、PCSI 指数之间的关系，探究三种工具在服务设计中的混合式使用模式，为调查分析服务中顾客的需求质量和满意度影响提供流程化分工，并针对大学生心理健康服务实施案例实证研究。

结论 KANO 模型与PCSI 指数的混合式使用能更深入、全面地解析顾客的需求分布、满意度水平及两者的相互影响关系。

经调查，大学生心理健康服务在满足学生需求和提升满意度上存在较大改善空间。

为其纳入匿名咨询服务具有潜在的满意度改善作用，能推动服务组织转变为以关怀学生为中心。

关键词：KANO 模型；潜在顾客满意度改善指数（PCSI 指数）；混合式使用；大学生心理健康服务中图分类号：TB472 文献标识码：A 文章编号：1001-3563(2023)06-0084-10 DOI ：10.19554/ki.1001-3563.2023.06.009College Students' Mental Health Service Design Based on KANO Model and PCSI IndexWANG Yang , HU Yu-han , ZHOU Chu-wen , LIU Si-yu(College of Fine Arts, Guangdong Polytechnic Normal University, Guangzhou 510665, China)ABSTRACT: As a demand quality and satisfaction analysis tool, the KANO model has deficiencies in analyzing the impact of satisfaction. The work aims to use the KANO model and the potential customer satisfaction improvement index (PCSI index) in a mixed way to fill the limitations of the KANO model. Through clarifying the relationship among the KANO model, customer satisfaction coefficient, and PCSI index, the mixed use mode of three tools in service design was explored to provide a process division of labor for investigating and analyzing the impact of customer demand quality and satisfaction in service and make an empirical study on the implementation of college students' mental health service. The mixed use of the KANO model and PCSI index can more deeply and comprehensively analyze the customer demand distribution, satisfaction level, and the influence relationship between them. According to the investigation, there is a large room for improvement in meeting students' needs and improving satisfaction. The research believes that the inclusion of anonymous counseling services has a potential effect on improving satisfaction, and can promote the transformation of service organizations to caring for students.KEY WORDS: KANO model; potential customer satisfaction improvement index; mixed use; college students' mental health service从20世纪末起，KANO 模型的提出，为研究者分析产品质量特性、顾客需求和满意度水平创造了定量研究的可能性，并为企业保持竞争优势，以及提高服务质量和交付与众不同的服务提供帮助。

kano模型的需求分类

kano模型的需求分类
Kano模型是一种常用的需求分类模型，它将需求分为五个不同的类别，以帮助理解和满足用户对产品或服务的期望。

这些需求分类包括：
1. 基本需求 (Basic Needs)：这是用户对产品或服务的最基本要求，如果不满足这些需求，用户将非常不满意。

例如，一个电子产品必须具备正常的功能和性能才能满足用户的基本需求。

2. 期望需求 (Expected Needs)：这是用户通常对产品或服务有的期望，如果满足了这些需求，用户会感到满意，但不会特别激动。

例如，用户期望电子产品具备良好的电池寿命和易用性。

3. 被赋予需求 (Excitement Needs)：这是超出用户期望的额外需求，如果满足了这些需求，用户会感到惊喜和兴奋。

这些需求通常是新颖、创新或独特的功能或特性，可以给用户带来额外的价值和愉悦感。

4. 反向需求 (Reverse Needs)：这是用户原本不希望存在的需求，如果满足了这些需求，用户会感到不满和失望。

例如，过度复杂的操作流程或频繁的广告弹窗都是用户不希望存在的
反向需求。

5. 潜在需求 (Latent Needs)：这是用户尚未意识到或无法明确描述的需求，但一旦满足了，可能会给用户带来惊喜和满意。

这些需求通常需要通过深入的市场调研和洞察来发现，并提供相应的解决方案。

消费者诚实道德英语作文

消费者诚实道德英语作文Honesty and Integrity in Consumer BehaviorIn today's fast-paced, consumer-driven world, the importance of honesty and integrity in consumer behavior cannot be overstated. As individuals, we are constantly faced with decisions and choices that can have a significant impact on our personal and societal well-being. The way we approach these decisions, and the values we uphold, can have far-reaching consequences that extend beyond our own immediate interests.At the heart of this issue is the notion of consumer ethics - the moral principles and values that guide our actions and decisions as consumers. When we engage in the marketplace, whether it be purchasing goods, services, or making financial transactions, we have a responsibility to do so in a manner that is fair, transparent, and respectful of the rights and well-being of others.One of the most fundamental aspects of consumer ethics is honesty. Consumers have a moral obligation to be truthful and transparent intheir interactions with businesses, service providers, and fellow consumers. This includes being honest about our needs, preferences, and financial capabilities, as well as being forthright about any issues or concerns we may have with a product or service.Sadly, however, there is a growing trend of consumer dishonesty and deception in the marketplace. From falsifying warranty claims to intentionally misrepresenting the condition of a used item, some consumers have shown a willingness to prioritize their own immediate interests over the broader ethical considerations. This not only undermines the trust and integrity of the marketplace, but it can also have significant consequences for the businesses and individuals who are affected by such dishonest behavior.Moreover, consumer dishonesty can have far-reaching societal implications. When consumers engage in fraudulent or unethical behavior, it can contribute to higher prices, reduced product quality, and a general erosion of trust in the marketplace. This, in turn, can lead to a less efficient and equitable economic system, with negative impacts on businesses, consumers, and the broader community.In contrast, when consumers exhibit honesty and integrity in their behavior, it can have a positive ripple effect throughout the entire ecosystem. Businesses are more likely to thrive when they can rely on the honesty and trustworthiness of their customers, and consumersbenefit from a marketplace that is transparent, fair, and responsive to their needs.Furthermore, the cultivation of consumer ethics and integrity can have a profound impact on our own personal well-being and sense of self-worth. By aligning our actions with our values, we can cultivate a deeper sense of purpose, self-respect, and connection to the broader community. This, in turn, can lead to greater overall satisfaction, happiness, and a stronger sense of personal and social responsibility.Of course, achieving a high level of consumer ethics and integrity is not always easy. We are often faced with temptations and pressures to prioritize our own short-term interests over the longer-term well-being of society. Additionally, the complexity and opacity of modern economic systems can make it challenging for consumers to fully understand the implications of their actions.However, by cultivating a deeper awareness of the ethical dimensions of consumer behavior, and by making a conscious effort to uphold the principles of honesty, transparency, and fairness, we can all play a role in shaping a more just, equitable, and sustainable marketplace. This may involve taking the time to research products and services, being mindful of our purchasing decisions, and speaking up when we witness unethical behavior.Ultimately, the pursuit of consumer ethics and integrity is not just about individual actions, but about the collective responsibility we all share in creating a better world. By fostering a culture of honesty, transparency, and mutual respect, we can help to build a more resilient, equitable, and sustainable economic system that benefits us all.In conclusion, the importance of honesty and integrity in consumer behavior cannot be overstated. As individuals, we have a moral obligation to engage in the marketplace in a manner that is fair, transparent, and respectful of the rights and well-being of others. By cultivating a deeper awareness of the ethical dimensions of our consumer choices, and by making a conscious effort to uphold the principles of honesty and integrity, we can all play a role in shaping a more just, equitable, and sustainable future.。