Finding a mint on the pillow case in a hotel is an example of which one of Dr. Kano's customer requirements?

Finding a mint on the pillowcase in a hotel is an example of an attractive requirement in Dr. Kano's model of customer satisfaction. Attractive requirements are features or services that exceed customer expectations and enhance their experience, even though these features are not strictly necessary. While customers do not specifically expect a mint when they book a room, its presence adds an element of surprise and delight, contributing to a more enjoyable stay. This can create positive customer feelings and increase their loyalty to the hotel.

In contrast to attractive requirements, basic requirements are fundamental expectations that customers have, such as a clean room or a comfortable bed. Performance requirements are elements that customers explicitly appreciate and that can lead to increased satisfaction when they are of higher quality. Expected requirements are features that customers believe they will receive based on industry standards, such as Wi-Fi in a hotel room. The mint does not fall into these categories, as it goes beyond what is anticipated and provides an extra touch that enhances the overall experience.