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Scientific Research Publishing

Kano, N., Seraku, N., Takahashi, F. and Tsuji, S. (1984) Attractive Quality and Must-Be Quality. Journal of the Japanese Society for Quality Control, 41, 39-48.

ABSTRACT: With the intense competition, more and more companies become customer-oriented instead of business-oriented, especially in service industries. How to elicit customer requirements is vital to ...