8KANO N, SERAKU N, TAKAHASHI F, TSUJI S. Attractive quality and must-be quality [J]. The Journal of the Japanese Society for Quality Control, 1984 (4) : 39-48.
9HUISKONEN J, PIRTYILG T, JINT J. Sharpening logistics customer service strategy planning by applying Kano' s quality element classification [ J ]. Production Economics, 1998: 253-260.
10FUNDIN A, NILSSON L Using Kano' s theory of attractive quality to better understand customer experiences with e-services [J]. Asian Journal on Quality, 2003, 4 (2) : 32-49.