The modified Kansei Engineering-based application for sustainable service design |
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| Affiliation: | 1. Universitas Gadjah Mada, Faculty of Agricultural Technology, Department of Agro-industrial Technology, Jl. Flora No.1, Bulaksumur, Yogyakarta 55281, Indonesia;2. Ibaraki University, College of Agriculture, 3-21-1, Chuuo, Ami, Inashiki, Ibaraki 300-0393, Japan;3. Osaka Prefecture University, Graduate School of Engineering, 1-1 Gakuen-cho, Naka-ku, Sakai, Osaka 599-8531, Japan;1. Maringa State University (UEM), R. Dom Pedro II, 598, Cianorte-PR 87200-055, Brazil;2. University Estadual Paulista (UNESP), Av. Eng. Luis Ed. Carrijo Coube, 14-01, Bauru-SP, 17013-360, Brazil;1. Department of Industrial Design, National Cheng Kung University, No. 1, University Road, Tainan 70101, Taiwan, ROC;2. Department of Multimedia and Entertainment Science, Southern Taiwan University of Science and Technology, No. 1, Nantai Street, Yungkang District, Tainan 71005, Taiwan, ROC;1. Centro de Computação Gráfica, Campus of Azurém, 4800-058, Guimarães, Portugal;2. University of Minho, Centro Algoritmi, Campus of Azurém, 4800-058, Guimarães, Portugal;3. BOSCH Car Multimedia, Rua Max Grundig, 35, Lomar, 4705-820, Braga, Portugal;4. University of Minho, Department of Mechanical Engineering, Campus of Azurém, 4800-058, Guimarães, Portugal;5. University of Minho, Department of Basic Psychology, Campus of Gualtar, 4710-057, Braga, Portugal;1. Department of Transportation and Logistics Management, National Chiao Tung University, 4F, No. 118, Section 1, Chung Hsiao W. Road, Taipei 100, Taiwan;2. Department of International Business Administration, Chinese Culture University, 55, Hwa-Kang Road, Yang-Ming-Shan, Taipei 11114, Taiwan;3. Department of Leisure and Recreation Management, Chihlee Institute of Technology, No. 313, Sec. 1, Wunhua Rd., Banqiao Dist., New Taipei City 220, Taiwan;4. DHL Supply Chain, Taiwan |
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| Abstract: | Considering the human-centered design, this paper shows a modified-integrated approach of how to quantify the impact of perceived Kano's attractive services on perceived emotional satisfaction (Kansei), followed by the formulation of innovative ideas for sustainable services using TRIZ (known as Theory of Inventive Problem Solving). The Kano's attractive service attribute is deemed to be a significant emotional booster (known as Kansei). Kansei Engineering (KE) is used to highlight the level of customer emotional satisfaction due to perceived service offerings. For the past seven years, there has been a rapid concern in Kansei Engineering (KE) in services. However, previous research of KE has mainly focused on the improvement and analysis of general service domains. There is little attention to sustainable services. Hence, this study provides a modified KE-based approach and aims to understand and satisfy customer emotional needs (Kansei) considering the social, environmental and economic performance. An empirical study in an international airport lounge and lobby services was conducted to confirm the applicability of the proposed model. Purposive sampling through in-depth-interview and face-to-face questionnaires which involved 100 valid subjects was used. Theoretically, these studies show the importance of Kansei's role in sustainable service development, highlighting more innovative and breakthrough solutions with less contradiction and “true-meaning” of Kansei. Practically, it provides a guideline for service designer and manager in identifying which attractive-based service attributes need to be prioritized considering Kansei satisfaction. |
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| Keywords: | Kansei engineering Kano model TRIZ Sustainability Airport services |
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