A review of Kano’s five quality categories reveals that only nine of 25 judgments in
response to pairs of questions coincide completely with the definitions of the categories
TQM
23,2
184
to which they belong, as shown in Figure 3. In the following figures and equations, l
stands for “like”; m stands for “must-be”; n stands for “neutral”; lw stands for
“live-with” and d stands for “dislike