Proposed model of Kansei Engineering and Kano incorporating Customer Relationship Management for service excellence

Hartono, Markus (2014) Proposed model of Kansei Engineering and Kano incorporating Customer Relationship Management for service excellence. Proceedings of the 3rd Southeast Asian Network of Ergonomics Societies. ISSN 978-981-07-7758-6

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Abstract

Kansei Engineering has been applied extensively in product and service designs. With regard to customer emotional needs and service performance, a need of integrating Kansei Engineering and Kano model incorporating customer relationship management is of highly expected. This study provides an integrative model of Kansei Engineering and Kano taking into account customer relationship management program. A case study on supermarket services has been conducted to show the applicability of the proposed model. Theoretically, this study gives a contribution to human factors engineering and quality management taking into account emotional needs. Practically, it provides a guideline for service managers in formulating initiative improvement to fulfill customer emotional satisfaction.

Item Type: Article
Uncontrolled Keywords: Kansei Engineering; Kano model; customer relationship management; services.
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 10 Dec 2014 04:59
Last Modified: 10 Dec 2014 04:59
URI: http://repository.ubaya.ac.id/id/eprint/21700

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