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

Hartono, Markus (2022) Kansei engineering and product-service systems (KEPSS) integrative framework for customer-centered experience. In: INTERNATIONAL CONFERENCE ON INFORMATICS, TECHNOLOGY, AND ENGINEERING 2021 (InCITE 2021): Leveraging Smart Engineering, 25 - 26 August 2021, Surabaya, Indonesia (Virtual/Online).

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Official URL / DOI: https://aip.scitation.org/doi/10.1063/5.0080177


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.

Item Type: Conference or Workshop Item (Paper)
Subjects: T Technology > TA Engineering (General). Civil engineering (General)
Divisions: Faculty of Engineering > Department of Industrial Engineering
Depositing User: Markus Hartono 61124
Date Deposited: 30 Apr 2022 00:24
Last Modified: 25 May 2022 08:41
URI: http://repository.ubaya.ac.id/id/eprint/41819

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