Product Quality from the Customers’ Perspective – Systematic Elicitation and Deployment of Perceived Quality Information

Falk, Björn; Quattelbaum, Bastian; Schmitt, Robert

doi:10.1007/978-3-642-10430-5_16

Cited by 11 publications

(7 citation statements)

References 7 publications

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“…The improvement of perceived product quality has become an important determinant in order to stand out from competing companies (Falk et al, 2008). Perceived quality is a subjective and very individual interpretation of product realizations.…”

Section: Perceived Qualitymentioning

confidence: 99%

“…Perceived quality is a subjective and very individual interpretation of product realizations. In order to understand a customer's perception of product quality, the understanding of different levels of perception is of importance (Falk et al, 2008). The customer first perceives an overall impression of the product that is formed by the customer's individual product evaluation.…”

Section: Perceived Qualitymentioning

confidence: 99%

“…Therefore, a structured approach to quality perception from the customers' perspective should be systematically applied to survey and to specify product attributes that are relevant to the perception and attention in order to objectify the customer's quality judgments (see Fig. 1 and Falk et al, 2008). Especially during early steps of product development process (PDP), there is a potential to concentrate on objectively measuring the visual impression of products and quality attributes (e.g., by using eye tracking), since it is often more decisive than other impressions (e.g., haptic, acoustic) to evoke emotions (Duchowski, 2007).…”

Section: Perceived Qualitymentioning

confidence: 99%

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Objectifying user attention and emotion evoked by relevant perceived product components

Schmitt

Köhler

Durá

et al. 2014

J. Sens. Sens. Syst.

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Abstract. A company's aim is to develop products that engage user attention and evoke positive emotions. Customers base their emotional evaluation on product components that are relevant for their perception. This paper presents findings of both identifying relevant product components and measuring emotions evoked by relevant perceived product components. To validate results, the comparison with self-reporting methods identifies similarities and differences between explicit expressed and implicit recorded customer requirements. On the one hand, eye tracking is applied to deduce the attention provoked by perceived product components. In order to link the product strategy with product components, the paper presents results considering the fact that the gaze track is affected by current thoughts. (Köhler et al., 2013(Köhler et al., , 2014aKöhler and Schmitt, 2012) On the other hand, since self-reporting tools are only useful for obtaining information about the conscious part of customers' emotions, there is a need for measurement methods that measure the changes in physiological signals (bio-signals). Arousal is similar to emotional intensity and is related to the galvanic skin response. Positive or negative emotions are defined by the valence that is measured by facial electromyography. Findings are presented that relate changes in bio-signals on the aesthetical design to the global product impression as well as to emotions and, subsequently, linking changes in physiological signals to the evaluation of semantic concepts and design parameters. The presented approach provides conclusions and valid information about products as well as product components that provoke certain emotions and about product components linked to a certain product concept, which could be part of a product strategy. Consequently, hard facts and special design rules for emotional product design can be deduced.

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Section: Perceived Qualitymentioning

confidence: 99%

Section: Perceived Qualitymentioning

confidence: 99%

Section: Perceived Qualitymentioning

confidence: 99%

See 1 more Smart Citation

Objectifying user attention and emotion evoked by relevant perceived product components

Schmitt

Köhler

Durá

et al. 2014

J. Sens. Sens. Syst.

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show abstract

“…[5] The term Perceived Quality is defined as the cognitive and emotional comparison between product characteristics and customer requirements and needs. This comparison is based on conscious and unconscious perception and is related to the experiences and expectations of the specific target group (see Fig.…”

Section: Perceived Qualitymentioning

confidence: 99%

“…Therefore, a structured approach to quality perception from the customers' perspective should be systematically applied to survey and to specify product attributes that are relevant to the perception and attention in order to objectify the customer's quality judgments. [5] About 80 per cent of all the information influencing people's decisions is gathered visually [8]. Thus, especially during early phases of product development process (PDP) the visual impression (e.g.…”

Section: Perceived Qualitymentioning

confidence: 99%

Objectifying user attention caused by visually perceived product components

Köhler

Falk

Schmitt

2013

16th International Congress of Metrology

Self Cite

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Abstract. Customers base their emotional evaluation on perceived product components. Thus, for the success of a company it is important to measure customers' perception objectively and integrate this information into processes of user orientated product design. This paper presents findings of identifying relevant product components and linking them with semantic concepts using Eye-Tracking. To validate results, the comparison with self-reporting-methods identifies similarities and differences between explicit expressed and implicit recorded customer requirements. The validation of the presented approach was conducted within user studies analyzing products with different levels of complexity.Abstract. Des clients fondent leur évaluation émotionnelle sur les attributs des produits qui sont d'après leur avis important. Pour cette raison c'est considérable pour le succès d'une entreprise de mesurer objectivement la perception des clients et d'utiliser ces informations pour le procès d'un design de produit qui est orienté au consommateur. Cette publication présente des résultats de recherche qui s'occupe avec l'identification des attributs importants des produits. Ces résultats sont combinés avec des concepts sémantiques par l'utilisation de «Eye tracking ». Pour la validation des résultats, la comparaison avec des méthodes qui s'exploitent soi-même a identifié des différences et convergences entre des exigences des clients qui sont explicitement articulées ou implicitement enregistrées. La validation de l'approche présentée a été accomplie par des études qui analysent des produits possédants des niveaux de complexités différentes.

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Using Quality Management Tools to Analyze the Error Rate in the Production Process

Andrejiová

Piňosová

Lumnitzer

2022

EAI/Springer Innovations in Communication and Computing

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Product Quality from the Customers’ Perspective – Systematic Elicitation and Deployment of Perceived Quality Information

Cited by 11 publications

References 7 publications

Objectifying user attention and emotion evoked by relevant perceived product components

Objectifying user attention and emotion evoked by relevant perceived product components

Objectifying user attention caused by visually perceived product components

Using Quality Management Tools to Analyze the Error Rate in the Production Process

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