핵심내용:

       This paper proposes new functions, called S-CR+ relationship functions, to overcome the limitations of the previous relationship functions. The new functions also resolve the contradiction between the traditional definition and graph of Kano attributes. The new and previous relationship functions were compared through two examples to demonstrate the effectiveness of the newly proposed functions. The two examples show that the new functions can successfully be implemented to quantify the relationships between customer satisfaction and CR ful?llment level more accurately.