Question: Kano model classifies customer needs into five categories: must-be, one-dimensional, attractive, indifferent, and reverse quality. Consider the following customer expectations for a fast-food (quick-service) restaurant.

  1. Kano model classifies customer needs into five categories: must-be, one-dimensional, attractive, indifferent, and reverse quality. Consider the following customer expectations for a fast-food (quick-service) restaurant. How would you classify them? Justify your answers.

  1. Special prices on certain days
  2. Food is safe to eat
  3. Hot food is served hot
  4. Service is friendly
  5. Background music
  6. Playland for children
  7. Restaurant is clean inside
  8. Food is fresh
  9. A one-bite money-back guarantee
  10. Orders can be phoned in for pickup at a separate window

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