Incorporating service quality tools into Kansei Engineering in services: A case study of Indonesian tourists

Due to market dynamics and challenges, it is imperative for companies to put their concern on strategic marketing orientation. In facts, products and services of similar quality are ubiquitous in today’s global market. Basically, functionality and usability alone are no longer prominent success factors in product and service innovation because customers today concern themselves more on satisfying their emotions than merely their cognition. Kansei Engineering (KE) has shown its superiority in investigating and modelling customer emotion (“Kansei” in Japanese) for product development. In dealing with customer needs, service quality tools such as quality function deployment (QFD) and the Kano model, have been applied extensively. But none have been able to incorporate and model customer’s emotional needs. Some attention has been given to investigate this but, thus far, there is no formal methodology that can account for customer emotional needs in service design. To fill this niche, this study proposed an integrative framework of KE incorporating the Kano model and QFD applied to services. This study extended the work by Hartono and Tan (2011) and Hartono et al. (2012) and presented a survey on luxury hotel services involving more than a hundred Indonesian tourists as the subject of study. Luxury hotels are reported to have greater strength of emotion than any other hotel segment. This work confirmed that emotion is to be more important than cognition in impacting overall customer satisfaction. Practically, it gives insight on which service attributes deserve more attention with regard to their impact on customer emotion. Indonesian tourists shared a common response to the Kansei word “elegant” which correlates with their common cultural dimension of “power distance”. Performing a Kansei evaluation to understanding cultural backgrounds may yield valuable insights for international tourist marketing strategies and companies’ business sustainability

Servitisation and value co-production in the UK music industry

Since the rise of music on the internet, record companies have reported falling sales of physical products. This has occurred at a time when technology has radically increased choice, availability and the opportunity for the consumer to purchase music. As the music industry has moved from a product to a service business model, has the loss of sales meant they have not taken their customers with them? This paper provides a description of different music consumers based upon quantitative analysis of consumer characteristics. The paper then undertakes an exploration of the relationship between the consumer groups and their purchasing preference in relation to intangible ‘service’ purchase such as downloaded music and the purchase of a tangible physical product such as CDs or vinyl. In addition, we analyse the relationship between consumer types and their propensity to actively engage with music communities, such as through engagement with social media, and thus their willingness to coproduce greater value. Finally we explore the moderating effects of age and time devoted to listening to music on purchasing preferences and music discovery

Customer empowerment in tourism through Consumer Centric Marketing (CCM)

We explain Consumer Centric Marketing (CCM) and adopt this new technique to travel context. Benefits and disadvantages of the CCM are outlined together with warnings of typical caveats Value: CCM will be expected as the norm in the travel industry by customers of the future, yet it is only the innovators who gain real tangible benefits from this development. We outline current and future opportunities to truly place your customer at the centre and provide the organisation with some real savings/gains through the use of ICT Practical Implications: We offer tangible examples for travel industry on how to utilise this new technology. The technology is already available and the ICT companies are keen to establish ways how consumers can utilise it, i.e. by providing ‘content’ for these ICT products the travel industry can fully gain from these developments and also enhance consumers’ gains from it. This can result in more satisfied customers for the travel (as well as ICT) companies thus truly adopting the basic philosophy of marketin

Four-view analysis of the perceived organisational changes required to implement micro-blogging during product conceptualisation for capturing consumer conversations

Global manufacturing output continues to grow, creating the need for the development of new products and innovative enhancements to existing ranges. With the advancement of consumer social media sites, such as Facebook and Twitter.com, companies today are able to search for and utilise knowledge shared in online consumer conversations. Product designers may benefit from these discussions, which often focus on concerns, new ideas and/or product enhancements, thereby enriching the innovative process of New Product Development (NPD). The Web 2.0-based activity of micro-blogging has been researched widely, with scholars identifying both benefits and weaknesses for its use in general business activities. However, its application, particularly for capturing online consumer conversations for product conceptualisation and idea generation, is limited and rarely acknowledged. This paper aims to address this deficiency in literature, extending the previous research of Evans et al. [1], by examining how micro-blogging sites may be utilised during the product conceptualisation phase of NPD to capture consumer knowledge from micro-blogged conversations. Through the conduction of a face-to-face dual-moderated focus group, with fifteen employees of a small UK-based sports equipment manufacturer, we create a four-view model to identify the perceived organisational, process, personnel and technological changes required to embed micro-blogging into the product conceptualisation phase. Findings suggest that manufacturing companies would welcome the introduction of micro-blogging into NPD and view it as an opportunity to engage on a more personal level with current and potential customers and capture consumer feedback typically uncaptured by formal methods. Certain questions were raised, however, relating to interoperability with current systems, automated processes for content analysis and over reliance on manual engagement by staff members

Consumers and Sustainability at Walmart: A Student\u27s Perspective

To further encourage students to analyze initial goals in comparison with outcomes over time, we have developed a consumer-oriented case—“Consumers and Sustainability at Walmart: A Student’s Perspective”—that moves beyond the perspective of internal Walmart participants to explores issues of sustainability from the point of view of a typical Walmart shopper. In this case, we examine the experience of a fictional student shopper who goes to Walmart and wants to buy sustainable products, which helps raise questions for students about what Walmart’s actions mean to them as consumers, citizens as well as business professionals. The case also asks students to evaluate the progress that Walmart has made in its stores over the course of its sustainability journey, particularly in comparison to its initial aspirations and goa

Improved resource efficiency and cascading utilisation of renewable materials

In light of various environmental problems and challenges concerning resource allocation, the utilisation of renewable resources is increasingly important for the efficient use of raw materials. Therefore, cascading utilisation (i.e., the multiple material utilisations of renewable resources prior to their conversion into energy) and approaches that aim to further increase resource efficiency (e.g., the utilisation of by-products) can be considered guiding principles. This paper therefore introduces the Special Volume “Improved Resource Efficiency and Cascading Utilisation of Renewable Materials”. Because both research aspects, resource efficiency and cascading utilisation, belong to several disciplines, the Special Volume adopts an interdisciplinary perspective and presents 16 articles, which can be divided into four subjects: Innovative Materials based on Renewable Resources and their Impact on Sustainability and Resource Efficiency, Quantitative Models for the Integrated Optimisation of Production and Distribution in Networks for Renewable Resources, Information Technology-based Collaboration in Value Generating Networks for Renewable Resources, and Consumer Behaviour towards Eco-friendly Products. The interdisciplinary perspective allows a comprehensive overview of current research on resource efficiency, which is supplemented with 15 book reviews showing the extent to which textbooks of selected disciplines already refer to resource efficiency. This introductory article highlights the relevance of the four subjects, presents summaries of all papers, and discusses future research directions. The overall contribution of the Special Volume is that it bridges the resource efficiency research of selected disciplines and that it presents several approaches for more environmentally sound production and consumption

Should Optimal Designers Worry About Consideration?

Consideration set formation using non-compensatory screening rules is a vital component of real purchasing decisions with decades of experimental validation. Marketers have recently developed statistical methods that can estimate quantitative choice models that include consideration set formation via non-compensatory screening rules. But is capturing consideration within models of choice important for design? This paper reports on a simulation study of a vehicle portfolio design when households screen over vehicle body style built to explore the importance of capturing consideration rules for optimal designers. We generate synthetic market share data, fit a variety of discrete choice models to the data, and then optimize design decisions using the estimated models. Model predictive power, design "error", and profitability relative to ideal profits are compared as the amount of market data available increases. We find that even when estimated compensatory models provide relatively good predictive accuracy, they can lead to sub-optimal design decisions when the population uses consideration behavior; convergence of compensatory models to non-compensatory behavior is likely to require unrealistic amounts of data; and modeling heterogeneity in non-compensatory screening is more valuable than heterogeneity in compensatory trade-offs. This supports the claim that designers should carefully identify consideration behaviors before optimizing product portfolios. We also find that higher model predictive power does not necessarily imply better design decisions; that is, different model forms can provide "descriptive" rather than "predictive" information that is useful for design.Comment: 5 figures, 26 pages. In Press at ASME Journal of Mechanical Design (as of 3/17/15

A resource-advantage perspective on pricing: shifting the focus from ends to means-end in pricing research?

This paper contributes to a long-lasting debate between practitioners who argue that academia is unable to understand what pricing is all about and academics who criticize practitioner pricing approaches for lacking rigor or rationality. The paper conceptualizes a resource-advantage (R-A) perspective on pricing by drawing on the R-A theory of competition. After a review of R-A theory, the paper integrates the price discretion concept and pricing as a spanning competence by introducing a separation between resources that create and resources that extract value, thereby expanding R-A theory to pricing. The perspective aims to shed light on how the process of competition helps organizations to learn/benefit from pricing capabilities. The research shifts the focus of pricing research from an equilibrium-based static view to a dynamic, disequilibrium-provoking pricing competence. In this way, it draws attention to what is perhaps most relevant to pricing in practice: the actual means necessary to determine price

Agent based mobile negotiation for personalized pricing of last minute theatre tickets

This is the post-print version of the final paper published in Expert Systems with Applications. The published article is available from the link below. Changes resulting from the publishing process, such as peer review, editing, corrections, structural formatting, and other quality control mechanisms may not be reflected in this document. Changes may have been made to this work since it was submitted for publication. Copyright @ 2012 Elsevier B.V.This paper proposes an agent based mobile negotiation framework for personalized pricing of last minutes theatre tickets whose values are dependent on the time remaining to the performance and the locations of potential customers. In particular, case based reasoning and fuzzy cognitive map techniques are adopted in the negotiation framework to identify the best initial offer zone and adopt multi criteria decision in the scoring function to evaluate offers. The proposed framework is tested via a computer simulation in which personalized pricing policy shows higher market performance than other policies therefore the validity of the proposed negotiation framework.The Ministry of Education, Science and Technology (Korea