Consider a common situation in the general business environment where the Kano model applies and there has been a shift in customer expectations over time.

• Identify the product or service to which the Kano model applies.
• What features would currently be considered basic level quality for this product or service?
• What features would currently be considered performance level quality for this product or service?
• What features would currently be considered excitement level quality for this product or service?
• How have customer expectations generally evolved for this product or service?
• Name one feature of this product or service that has migrated from excitement level quality to performance or basic level quality over time.