The Kano model

Is used to understand how do four different attributes effect the perceived quality. This is accomplished by analyzing customers’ expectations and leads to development of service offerings that improve the customer value.

CTF researchers Martin Löfgren, Lars Witell and Anders Gustavsson have on numerous occasions used the Kano method as a base in various research projects.

Additional reading
Löfgren, Martin, and Lars Witell. “Two decades of using Kano’s theory of attractive quality: a literature review.” Quality Management Journal 15.1 (2008): 59-75.