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首页> 外文期刊>International Journal of Industrial Ergonomics >The modified Kansei Engineering-based application for sustainable service design
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The modified Kansei Engineering-based application for sustainable service design

机译：基于改进的KANSEI工程的可持续服务设计应用

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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.
机译：考虑到以人为本的设计，本文展示了如何量化如何量化卡诺对感知情绪满意度（KANSEI）的有吸引力服务的改进综合方法，随后使用TRIZ的可持续服务的创新思想（称为理论创造性问题解决）。 Kano的有吸引力的服务属性被视为成为一个重要的情绪助推器（称为Kansei）。 Kansei Engineering（Ke）用于突出由于感知服务提供的客户情绪满足程度。在过去的七年里，在汉世工程（KE）在服务中有一种快速关注。然而，对柯的之前的研究主要集中在一般服务领域的改进和分析。几乎没有关注可持续服务。因此，本研究提供了一种修改的基于KE的方法，旨在了解和满足客户的情感需求（KANSei）考虑社会，环境和经济绩效。进行了国际机场休息室和大堂服务的实证研究，以确认拟议模型的适用性。通过深入访谈和面对面问卷的用具采样，涉及100个有效受试者的面对面问卷。从理论上讲，这些研究表明了Kansei在可持续服务开发中的作用的重要性，突出了更具创新性和突破性的解决方案，矛盾的矛盾和“真正的意义”。实际上，它为服务设计师和经理提供了指导，用于确定需要优先考虑Kansei满意度的基于有吸引力的服务属性。

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