The Role of Kansei Engineering in Influencing Overall Satisfaction and Behavioral Intention in Service Encounters

Hartono, Markus and Tan , Kay Chuan (2011) The Role of Kansei Engineering in Influencing Overall Satisfaction and Behavioral Intention in Service Encounters. The Journal of Philippines Institute of Industrial Engineers (PIIE), 8 (1). pp. 14-23. ISSN 1656 – 2798

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Abstract

Customers today concern themselves more on fulfilling their emotional needs rather than rationales and functionalities. In dealing with customer emotions in products/services, Kansei Engineering (KE) is applied. A comprehensive case study in luxury hotels was conducted. Eighty one Indonesian, 75 Singaporean, and 74 Japanese tourists participated in this survey. It aims to investigate the relationships among constructs during service encounter process. The finding shows that emotions (affective process) play a significant role as a complement to cognitive process in influencing customer satisfaction. Among 3 populations, Japanese was found to be more Kansei-oriented customer. Keywords: Kansei Engineering, emotional needs, customer satisfaction

Item Type: Article
Uncontrolled Keywords: Kansei Engineering, emotional needs, customer satisfaction
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 21 Jun 2016 04:50
Last Modified: 21 Jun 2016 04:50
URI: http://repository.ubaya.ac.id/id/eprint/27986

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