Sharpening logistics customer service strategy planning by applying Kano's quality element classification

Abstract

This paper presents how logistics customer service requirements can be analysed by using Kano's model of quality element classification, and discusses the potential benefits that can be achieved by applying this approach to a logistics customer service planning process. According to the model of Kano's, quality elements should be classified into three classes depending on their ability to create customer satisfaction or cause dissatisfaction: elements of expected quality, attractive quality, and one-dimensional quality. This study suggests that logistics customer service elements could be classified analogously with Kano's model to identify the most important customer service elements, and to effectively distinguish the differences between customer groups. Differences between traditional approaches and Kano's classification are discussed.