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Kansei Engineering in the Evolving Service Sector: A Decade of Insights.

F1000Research·2026
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Related Experiment Video

Updated: May 28, 2026

Observing the Transformation of Bodily Self-consciousness in the Squeeze-machine Experiment
07:20

Observing the Transformation of Bodily Self-consciousness in the Squeeze-machine Experiment

Published on: March 8, 2019

How the Kano model contributes to Kansei engineering in services.

Markus Hartono1, Tan Kay Chuan

  • 1Department of Industrial and Systems Engineering, National University of Singapore, Singapore. markushartono@nus.edu.sg

Ergonomics
|October 27, 2011
PubMed
Summary
This summary is machine-generated.

Kansei engineering (KE) and the Kano model were integrated to understand customer emotions in services. This framework helps prioritize service attributes that significantly impact customer satisfaction and emotional needs.

Related Experiment Videos

Last Updated: May 28, 2026

Observing the Transformation of Bodily Self-consciousness in the Squeeze-machine Experiment
07:20

Observing the Transformation of Bodily Self-consciousness in the Squeeze-machine Experiment

Published on: March 8, 2019

Area of Science:

  • Service design
  • Customer experience management
  • Kansei engineering

Background:

  • Customer emotional response significantly influences service appeal and competitive advantage.
  • Kansei engineering (KE) offers a framework to translate customer emotions into product and service design.
  • Understanding customer affect is crucial for service providers to gain a competitive edge.

Purpose of the Study:

  • To introduce an integrated framework combining the Kano model and Kansei engineering (KE) for service applications.
  • To examine the relationship between service attribute performance and customer emotional responses.
  • To identify key service attributes impacting customer emotional needs in the luxury hotel sector.

Main Methods:

  • An integrative framework merging the Kano model with Kansei engineering (KE) was developed.
  • The Kano model was utilized within KE to categorize service attributes (must-be, one-dimensional, attractive).
  • A case study involving 100 tourists in luxury hotels was conducted to validate the framework.

Main Results:

  • The study identified specific service attributes that elicit strong emotional responses from customers.
  • The integrated model demonstrated how service attribute performance relates to customer emotional satisfaction.
  • Findings provide practical insights for prioritizing service improvements based on emotional impact.

Conclusions:

  • Integrating the Kano model and KE provides valuable insights into customer emotional responses in services.
  • Service providers can leverage this framework to enhance customer satisfaction by focusing on emotionally resonant attributes.
  • Prioritizing service attributes that delight customers leads to exceeding expectations and building loyalty.