Identifying the impact of incremental innovations on customer satisfaction using a fusion method between importance-performance analysis and Kano model

Gerson Tontini, Jaime Dagostin Picolo
  • International Journal of Quality & Reliability Management, December 2013, Emerald
  • DOI: 10.1108/ijqrm-05-2012-0062

Identifying which incremental innovations offer in products and services

What is it about?

This publication shows a method of how to identify what improve or offer in products and services, including incremental innovations or ideas. Two studies were carried out, one with users of mobile phones and another with users of a fitness centre.

Why is it important?

We have a constant pressure to improve our products and/or services in competitive markets. The presented method overcomes limitations of other existing methods, traditional Importance-performance analysis and diagonal importance performance analysis, particularly for deciding what offer regarding incremental innovations. It is also an easy, simple and practical method.


Dr Gerson Tontini
Universidade Regional de Blumenau

This is a simple method , that can be easily used by small and medium size companies. This publication may help readers of this journal to apply this method in companies, or to compare it with their own findings and methods.

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The following have contributed to this page: Dr Gerson Tontini