Mining online reviews with a Kansei-integrated Kano model for innovative product design

Optimising affective design based on customer needs help to earn competitive advantages. However, affective design has been studied qualitatively and the value of online opinions providing affective design ideas has not been exploited deeply. To fill this gap, a framework is proposed to reveal custo...

Full description

Saved in:
Bibliographic Details
Published in:International journal of production research 2022-11, Vol.60 (22), p.6708-6727
Main Authors: Jin, Jian, Jia, Danping, Chen, Kejia
Format: Article
Language:English
Subjects:
Aesthetic design
Algorithms
Clustering
customer affective needs
Customer satisfaction
Design optimization
Emotions
Feature extraction
Kano model
online reviews
Product design
Product development
Product reviews
Product specifications
text mining
Citations: Items that this one cites
Items that cite this one
Online Access:Get full text
Tags: Add Tag
No Tags, Be the first to tag this record!
Description
Summary:Optimising affective design based on customer needs help to earn competitive advantages. However, affective design has been studied qualitatively and the value of online opinions providing affective design ideas has not been exploited deeply. To fill this gap, a framework is proposed to reveal customer affective needs from a perspective of the Kansei-integrated Kano model. Firstly, inspired by Kansei Engineering, customer affective emotions are extracted contextually from online reviews. Next, related product features are positioned based on syntactic relations and a clustering algorithm. Enlightened by the Kano model, product features are prioritised based on affective emotions to show their importance on customer satisfaction. Finally, experiments with practical data are illustrated to evaluate the effectiveness in innovative product design. Take smartphone for example and camera, material, aesthetic design, safety, service, physical interface, and price are found to be attractive features in this study. Additionally, product reviews are transferred into a structured format by analysing affective emotions and corresponding features. It provides a straightforward perspective on affective needs, which facilitate new product design by including innovative design ideas and the proposed KE-integrated Kano model helps to capture customer affective needs and give inspirable insights for affective design from the viewpoint of companies.
ISSN:0020-7543
1366-588X
DOI:10.1080/00207543.2021.1949641