Kansei engineering and product-service systems (KEPSS) integrative framework for customer-centered experience

Abstract

This study introduces a conceptual integrative framework of Kansei Engineering (KE) and product-service systems (PSS) for customer-centered experience, known as KEPSS. Product or service alone is sometimes difficult to judge. With respect to more complex mixture of product and service experience, more comprehensive method is required to understand the total customer experience better. Usability or functionality with full of cognitive process is insufficient.Recent study shows that affect or Kansei is found to be stronger customer feedback due to perceived product and/or service performance. Hence, this study highlights the importance of customer emotional satisfaction (affect/Kansei) incorporated into the improvement of a bundle of products and services for customer experience. A holistic customer experience is deemed to be a critical success key. An illustrative example is provided to show the applicability of the proposed framework. Hence, by taking into account more complex offer consisting of combined products and services which indulge customer emotional satisfaction and delights, this study provides both potential theoretical and practical contributions.

Elderly clothing upgrading in product-service system design using extended Kansei Engineering methodology

“…The traditional KE methodology focused more on the domain of product design (Hartono and Chuan, 2011;Conti et al, 2019), it lacks considerations for other PSS design elements. Later, the KE methodology has been proposed for PSS design by Carreira et al (2013) and Hartono (2022), thus it has been proven to be applicable to PSS design. In order to ensure that the KE methodology meets PSS design requirements, this study has constructed a new design framework named Extended Kansei Engineering (EKE) methodology through literature research, as shown in Figure 2.…”

Integrated Text Mining and Kansei Engineering Methodology for Excellent Amusement Park Services

“…Kano model is used to identify and map out the level of service attribute performance based on customer experience and evaluation. Moreover, other quality and product/service development tools and methodologies were also integrated, such as, Quality Function Deployment (QFD), Design Thinking (DT), Taguchi, and mining process (Hartono, 2022). QFD is bridging the customer needs (named as WHAT) and physical design characteristics (named as HOW).…”