Service demand analysis and optimization strategy construction of emergency observation patients based on the Kano model

Yao, Huan; Guo, Peipei; Du, Wei; Zhang, Yingyue; Li, Tao; Xiao, Gui

doi:10.1016/j.heliyon.2024.e36323

Heliyon

2024

DOI: 10.1016/j.heliyon.2024.e36323

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Service demand analysis and optimization strategy construction of emergency observation patients based on the Kano model

Huan Yao,

Peipei Guo,

Wei Du

et al.

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Cited by 2 publications

References 34 publications

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Research on Intelligent Service System Design and Technological Innovation of Cultural Tourism in Anhui Province in the Era of Low Altitude Economy

Li,

Wang

2024

Applied Mathematics and Nonlinear Sciences

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The low-altitude economy brings new opportunities for the development of tourism, and the demand for regional cultural tourism to enhance its services and improve tourists’ satisfaction is becoming more and more urgent. Taking the cultural tourism service system in Anhui Province as an example, the study extracts and summarises tourists’ demand indicators based on the Kano model and stakeholder theory and classifies them into four types, namely, anticipatory, basic, undifferentiated, and glamorous demand, through the Better-Worse coefficient. Subsequently, the demand indicators were calculated and second-ordered using demand sensitivity. By analyzing the importance of different types and aspects of needs, the priority of tourists’ needs was determined. Based on the conclusions obtained from the analysis of tourists’ needs, an intelligent service system for cultural tourism in Anhui Province is constructed, and a cultural tourism blueprint and information architecture are designed. The demand analysis points out that the most important aspect of intelligent services for cultural tourism in Anhui Province is to satisfy anticipatory needs while prioritizing basic needs. It is possible to moderately relax or slow down the satisfaction of undifferentiated needs of tourists and put the design focus on the service design of glamour needs.

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Research on Intelligent Service System Design and Technological Innovation of Cultural Tourism in Anhui Province in the Era of Low Altitude Economy

Li,

Wang

2024

Applied Mathematics and Nonlinear Sciences

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Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano–Failure Modes and Effects Analysis

Chen,

Li,

Wang

et al. 2024

Sensors

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With the development of smart technology and the increasing variety of everyday products, factors influencing product service touchpoint design have become more diverse and complex. Existing service touchpoint design methods and models often focus narrowly on user research, co-design, and risk analyses, lacking a systematic approach. Consequently, they struggle to deliver solutions that align with user needs. This misalignment may result in issues such as increased cognitive load during product use, a diminished user experience, and lower evaluations of the product. In response, this paper proposes a service touchpoint design model, the “BEDFITA” model. It starts with user behavior and follows a structured, systematic process that includes understanding user behavior, recording user emotions, matching user needs, designing product functions, planning interaction experiences, designing service touchpoints, and analyzing failure risks. The Kano model is employed in the user requirement identification phase to provide more precise user requirement parameters, while FMEA is employed in the failure risk analysis phase to generate more accurate failure risk assessments. This ensures that the final service touchpoint design meets user needs and offers reliability and robustness. Finally, the feasibility and effectiveness of the proposed model are validated through a case study on the service touchpoint design of a smart desk.

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Service demand analysis and optimization strategy construction of emergency observation patients based on the Kano model

Cited by 2 publications

References 34 publications

Research on Intelligent Service System Design and Technological Innovation of Cultural Tourism in Anhui Province in the Era of Low Altitude Economy

Research on Intelligent Service System Design and Technological Innovation of Cultural Tourism in Anhui Province in the Era of Low Altitude Economy

Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano–Failure Modes and Effects Analysis

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