How the Kano model contributes to Kansei engineering in services

Hartono, Markus; Chuan, Tan Kay

doi:10.1080/00140139.2011.616229

Cited by 84 publications

(98 citation statements)

References 47 publications

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“…Must-be (M) and one-dimensional (O) qualities are less sensitive and satisfaction-driving attributes (Yang, 2011). As a consequence, they are less contributed to strong emotions (Hartono and Tan, 2011b). Given limited resources, therefore, it is recommended to prioritise attractive quality attributes.…”

Section: The Kano Modelmentioning

confidence: 99%

“…However, there has been no research that analysed the relationship between service quality performance and Kansei. This research gap has been bridged by Hartono and Tan (2011b) by proposing an integrative framework of Kano's model contribution to KE methodology. Essentially, this current study extends the work by Tan (2011a, 2011b).…”

Section: Figure 1 Elements Of Hoqmentioning

confidence: 99%

“…By taking into account the attractive service attributes (A) and the service gap scores; the next step was to decide appropriate action of continuous improvement and maintenance (see Hartono and Tan, 2011b). Since these service gaps were negative for both population groups, the actions were directed to the prioritised continuous improvement (see the 'Priority' column in Table 6).…”

Section: Analysis Of Actionmentioning

confidence: 99%

“…In other words, a little provision of unexpected needs might produce significant satisfaction. The Kano model has the potential to fill out unspoken and latent needs (known as attractive quality), the satisfaction of which might lead to customer delight (Hartono and Tan, 2011b).…”

Section: Introductionmentioning

confidence: 99%

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Applying Kansei Engineering, the Kano model and QFD to services

Hartono

Chuan

Peacock

2013

IJSEM

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This paper aims to present an integrative framework of Kansei Engineering (KE), the Kano model and quality function deployment (QFD) applied to services. An empirical study involving Indonesian and Singaporean tourists was conducted to showcase the framework's applicability. The study utilises a sample of 100 Indonesian and 125 Singaporean tourists who stayed in luxury hotels and covers only services in luxury hotels. Interviews and face-to-face questionnaire surveys were carried out. Using stepwise linear regression analysis, this research models the effect of perceived hotel service performance on customer emotional needs (Kansei). House of quality (HOQ) is then used to formulate managerial strategies. We present the fruitfulness of integrating the Kano model, KE and QFD. Perceived attractive qualities have a direct significant impact on Kansei response. There is no analysis of the impact of cultural differences on Kansei. We provide insight on which service attributes deserve more attention with regard to their significant impact on customer emotions. It may guide service managers to provide and implement improvement strategies in satisfying customer emotional needs. The study proposes a unique methodology of integrative three concepts commonly used in manufacturing and service quality research to measure and model customer emotional needs.

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Section: The Kano Modelmentioning

confidence: 99%

Section: Figure 1 Elements Of Hoqmentioning

confidence: 99%

Section: Analysis Of Actionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Applying Kansei Engineering, the Kano model and QFD to services

Hartono

Chuan

Peacock

2013

IJSEM

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“…However, once it is fulfilled, they will be delighted. In addition, this particular type of need may result in significant emotional feelings (or known as Kansei) [3]. Hence, to identify, explore and satisfy the unspoken needs of customer is of big challenge in today's service research, design and development.…”

Section: Introductionmentioning

confidence: 99%

The extended framework of kansei engineering, kano and TRIZ applied to logistics services

Hartono

Santoso

Prayogo

et al. 2017

2017 IEEE International Conference on Industrial Engineering and Engineering Management (IEEM)

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-As one of the most rapidly growing service sectors in today's business, providing excellent quality in logistics services is a must. In services, recent research shows that affect/emotion (known as Kansei) and Kano's attractive performance are deemed to be sensitive in dealing with total satisfaction, rather than usability and functionality. However, the ideas for service improvement are often contradictory. Hence, this study proposes an integrated model of Kansei Engineering and Kano incorporating TRIZ (Teoriya Resheniya Izobretatelskikh Zadach) which contributes to the improvement of logistics services. A case study in IT-based logistics services has been conducted. The service attribute 'cleanliness of helmet for customer' has been regarded as the most critical, which dealt with Kansei professional, innovative, cheap, and precise. In addition, the modularity-based helmet cover and inner sponge has been proposed for TRIZ-based improvement.

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Measuring the impact of sustainability policy and practices in tourism and hospitality industry

et al. 2019

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This paper aims to investigate the impact of environmental policy and training aspects on hotels' sustainability practices, as well as the impact of these practices on their environmental and financial performance. Based on survey data from 312 managers operating in tourism and hospitality industry, this study applies structural equation modelling. Empirical results reveal that hotels' environmental policy and training aspects are positively related to sustainability practices. Environmental communication has almost equal degree of impact on resource and energy conservation, whereas both resource conservation and energy conservation have a significant positive impact on both environmental and financial performance. The main findings of this research highlight that hotels are increasingly considering sustainability issues in their business models and strategies. These findings provide practical managerial implications for the development of tourism and hospitality industry in emerging countries.

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How the Kano model contributes to Kansei engineering in services

Cited by 84 publications

References 47 publications

Applying Kansei Engineering, the Kano model and QFD to services

Applying Kansei Engineering, the Kano model and QFD to services

The extended framework of kansei engineering, kano and TRIZ applied to logistics services

Measuring the impact of sustainability policy and practices in tourism and hospitality industry

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