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

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, mo...

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Bibliographic Details
Main Author: Hartono, Markus
Format: Conference Proceeding
Language:English
Subjects:
Customer feedback
Customer satisfaction
Customer services
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Summary: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.
ISSN:0094-243X
1551-7616
DOI:10.1063/5.0080177