Reactions of ubiquinone in higher plant mitochondria

Imperial Users onl

Applying Kansei Engineering, the Kano model and QFD to services

This paper aims to present an integrative framework of Kansei Engineering (KE), the Kano model and quality function deployment (QFD) applied to services. An empirical study involving Indonesian and Singaporean tourists was conducted to showcase the framework’s applicability. The study utilises a sample of 100 Indonesian and 125 Singaporean tourists who stayed in luxury hotels and covers only services in luxury hotels. Interviews and face-to-face questionnaire surveys were carried out. Using stepwise linear regression analysis, this research models the effect of perceived hotel service performance on customer emotional needs (Kansei). House of quality (HOQ) is then used to formulate managerial strategies. We present the fruitfulness of integrating the Kano model, KE and QFD. Perceived attractive qualities have a direct significant impact on Kansei response. There is no analysis of the impact of cultural differences on Kansei. We provide insight on which service attributes deserve more attention with regard to their significant impact on customer emotions. It may guide service managers to provide and implement improvement strategies in satisfying customer emotional needs. The study proposes a unique methodology of integrative three concepts commonly used in manufacturing and service quality research to measure and model customer emotional needs

Cultural differences in applying Kansei Engineering to services

It is imperative for companies to provide competitive products and services at a competitive price. Products and services need to offer features and properties which can makethem distinguishable and attractive to customers. Emotions and feelings are prominent during product interaction and service encounter. Kansei Engineering (KE) enables interpretation and translation of customer emotions into design parameters. The application of KE covers both products and services design. Besides dealing with attractive exterior appearances, KE has an ability to optimize properties that are not directly detectable or visible, such as the comfort of hospital and concert hall. There are few empirical studies. Kansei management should recognize cultural differences in Kansei. However, for analysis of cultural values we need to understand the different needs of different customers. A study of luxury hotel services for Indonesian, Japanese and Singaporean tourists, was conducted using interviews and a tri-lingual face-to-face questionnaire. 425 responses were collected. Japanese tourists were found to be the most Kansei-oriented. They tended to value luxury hotels as “clean” and “quiet” places to stay. Indonesian and Singaporean tourists shared a common response to the Kansei word “elegant” which correlates with their common cultural dimension of “power distance”. Incorporation of cultural issues into Kansei studies can provide marketing strategies for customers of different cultural backgrounds