How the Kano model contributes to Kansei engineering in services

Recent studies show that products and services hold great appeal if they are attractively designed to elicit emotional feelings from customers. Kansei engineering (KE) has good potential to provide a competitive advantage to those able to read and translate customer affect and emotion in actual product and services. This study introduces an integrative framework of the Kano model and KE, applied to services. The Kano model was used and inserted into KE to exhibit the relationship between service attribute performance and customer emotional response. Essentially, the Kano model categorises service attribute quality into three major groups (must-be [M], one-dimensional [O] and attractive [A]). The findings of a case study that involved 100 tourists who stayed in luxury 4- and 5-star hotels are presented. As a practical matter, this research provides insight on which service attributes deserve more attention with regard to their significant impact on customer emotional needs. Statement of Relevance: Apart from cognitive evaluation, emotions and hedonism play a big role in service encounters. Through a focus on delighting qualities of service attributes, this research enables service providers and managers to establish the extent to which they prioritise their improvement efforts and to always satisfy their customer emotions beyond expectation. Keywords: Kansei engineering, emotional feelings, Kano model, service

An Evaluation of the COVID-19 Pandemic and Perceived Social Distancing Policies in Relation to Planning, Selecting, and Preparing Healthy Meals: An Observational Study in 38 Countries Worldwide

Objectives: To examine changes in planning, selecting, and preparing healthy foods in relation to personal factors (time, money, stress) and social distancing policies during the COVID-19 crisis. Methods: Using cross-sectional online surveys collected in 38 countries worldwide in April-June 2020 (N = 37,207, Mage 36.7 SD 14.8, 77% women), we compared changes in food literacy behaviors to changes in personal factors and social distancing policies, using hierarchical multiple regression analyses controlling for sociodemographic variables. Results: Increases in planning (4.7 SD 1.3, 4.9 SD 1.3), selecting (3.6 SD 1.7, 3.7 SD 1.7), and preparing (4.6 SD 1.2, 4.7 SD 1.3) healthy foods were found for women and men, and positively related to perceived time availability and stay-at-home policies. Psychological distress was a barrier for women, and an enabler for men. Financial stress was a barrier and enabler depending on various sociodemographic variables (all p < 0.01). Conclusion: Stay-at-home policies and feelings of having more time during COVID-19 seem to have improved food literacy. Stress and other social distancing policies relate to food literacy in more complex ways, highlighting the necessity of a health equity lens. Copyright 2021 De Backer, Teunissen, Cuykx, Decorte, Pabian, Gerritsen, Matthys, Al Sabbah, Van Royen and the Corona Cooking Survey Study Group.This research was funded by the Research Foundation Flanders (G047518N) and Flanders Innovation and Entrepreneurship (HBC.2018.0397). These funding sources had no role in the design of the study, the analysis and interpretation of the data or the writing of, nor the decision to publish the manuscript.Scopu

Pick-A-Mood:development and application of a pictorial mood-reporting instrument

This paper presents 'Pick-A-Mood' (PAM), a cartoon-based pictorial instrument for reporting and expressing moods. The use of cartoon characters enables people to unambiguously and visually express or report their mood in a rich and easy-to-use way. PAM consists of three characters that each express eight different mood states, representing four main mood categories: energized-pleasant (excited and cheerful), energized-unpleasant (irritated and tense), calm-pleasant (relaxed and calm), and calm-unpleasant (bored and sad). The added value of PAM compared to existing instruments, is that it requires little time and effort of the respondents, which makes it suitable for design research applications, which are often used in situations in which people have little time or motivation to report their moods. Mood is defined, a brief review of existing instruments is provided, and the development and validation of PAM is reported. Various design (research) applications are presented, illustrating that PAM can be used both as a tool for measurement (i.e. to enable researchers to measure the moods of their respondents) and as a tool for communication (i.e. to enable people to communicate their mood in social interactions).</p

Pick-A-Mood: development and application of a pictorial mood-reporting instrument

This paper presents 'Pick-A-Mood' (PAM), a cartoon-based pictorial instrument for reporting and expressing moods. The use of cartoon characters enables people to unambiguously and visually express or report their mood in a rich and easy-to-use way. PAM consists of three characters that each express eight different mood states, representing four main mood categories: energized-pleasant (excited and cheerful), energized-unpleasant (irritated and tense), calm-pleasant (relaxed and calm), and calm-unpleasant (bored and sad). The added value of PAM compared to existing instruments, is that it requires little time and effort of the respondents, which makes it suitable for design research applications, which are often used in situations in which people have little time or motivation to report their moods. Mood is defined, a brief review of existing instruments is provided, and the development and validation of PAM is reported. Various design (research) applications are presented, illustrating that PAM can be used both as a tool for measurement (i.e. to enable researchers to measure the moods of their respondents) and as a tool for communication (i.e. to enable people to communicate their mood in social interactions)

Design, Objects and Memory: A Sustainability-Oriented Project Itinerary

Game kasino Concerns related to sustainability are recurrent in Design. Questioning project practices, reassessing principles which are intrinsic to the design process, promoting the dissemination of sustainability-oriented actions, and contributing with a new awareness-raising process about consumption are attitudes that might help in the inclusion of environmental and social requirements in design practices. The relationship between sustainability and esthetic, symbolic and affective aspects is under explored in project elaboration. The project process that emphasizes subjective and material characteristics of objects with a view towards the appreciation of affective memories, through the analysis of users’ real-life experiences, might allow the designer to rethink time, tradition, aesthetics and perception to comprehend characteristics at play that are emotionally sustainable. This paper presents and discusses the ongoing research, whose main objective is to design a sustainability-oriented project itinerary, through affections and memory embedded into the relationship between people and objects