Abstract
Purpose - The purpose of this paper is to explain the relationships and the meaning of the customer experience management approach, which involves manufacturing and fabrication influenced by human kansei with respect to the management of technology (MOT). Design/methodology/approach - Four cases of experience value creation from earlier work are presented. An interview was held with the product manager of each product or CEO of each company. According to the interview, the paper analyses experience values of four cases based on the five modules. Findings - As a result of analyzing INAX "SATIS", NISSAN "X-TRAIL", Canvas Bag by "Ichizawa Hampu" and Albirex Niigata from the viewpoint of the creation of customer experiences, it was found that each of them has high standards for all values of SENSE, FEEL, THINK, ACT and RELATE, meaning that they are like an ensemble of customer experiences. They create not only functional benefit but also customer experiences by the MOT approach. Originality/value - This paper explains the relationships and the meaning of the customer experience management approach, which involves manufacturing and fabrication influenced by human kansei with respect to the Management of Technology (MOT) and will be of interest to those involved in that field.
| Original language | English |
|---|---|
| Pages (from-to) | 312-323 |
| Number of pages | 12 |
| Journal | TQM Journal |
| Volume | 20 |
| Issue number | 4 |
| DOIs | |
| Publication status | Published - 2008 |
Fingerprint
Keywords
- Critical success factors
- General management
- Japan
- Product development
- Project management
ASJC Scopus subject areas
- Strategy and Management
- Decision Sciences(all)
- Business and International Management
- Business, Management and Accounting(all)
Cite this
Customer experience management : Influencing on human Kansei to management of technology. / Nagasawa, Shinya.
In: TQM Journal, Vol. 20, No. 4, 2008, p. 312-323.Research output: Contribution to journal › Article
}
TY - JOUR
T1 - Customer experience management
T2 - Influencing on human Kansei to management of technology
AU - Nagasawa, Shinya
PY - 2008
Y1 - 2008
N2 - Purpose - The purpose of this paper is to explain the relationships and the meaning of the customer experience management approach, which involves manufacturing and fabrication influenced by human kansei with respect to the management of technology (MOT). Design/methodology/approach - Four cases of experience value creation from earlier work are presented. An interview was held with the product manager of each product or CEO of each company. According to the interview, the paper analyses experience values of four cases based on the five modules. Findings - As a result of analyzing INAX "SATIS", NISSAN "X-TRAIL", Canvas Bag by "Ichizawa Hampu" and Albirex Niigata from the viewpoint of the creation of customer experiences, it was found that each of them has high standards for all values of SENSE, FEEL, THINK, ACT and RELATE, meaning that they are like an ensemble of customer experiences. They create not only functional benefit but also customer experiences by the MOT approach. Originality/value - This paper explains the relationships and the meaning of the customer experience management approach, which involves manufacturing and fabrication influenced by human kansei with respect to the Management of Technology (MOT) and will be of interest to those involved in that field.
AB - Purpose - The purpose of this paper is to explain the relationships and the meaning of the customer experience management approach, which involves manufacturing and fabrication influenced by human kansei with respect to the management of technology (MOT). Design/methodology/approach - Four cases of experience value creation from earlier work are presented. An interview was held with the product manager of each product or CEO of each company. According to the interview, the paper analyses experience values of four cases based on the five modules. Findings - As a result of analyzing INAX "SATIS", NISSAN "X-TRAIL", Canvas Bag by "Ichizawa Hampu" and Albirex Niigata from the viewpoint of the creation of customer experiences, it was found that each of them has high standards for all values of SENSE, FEEL, THINK, ACT and RELATE, meaning that they are like an ensemble of customer experiences. They create not only functional benefit but also customer experiences by the MOT approach. Originality/value - This paper explains the relationships and the meaning of the customer experience management approach, which involves manufacturing and fabrication influenced by human kansei with respect to the Management of Technology (MOT) and will be of interest to those involved in that field.
KW - Critical success factors
KW - General management
KW - Japan
KW - Product development
KW - Project management
UR - http://www.scopus.com/inward/record.url?scp=46249104119&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=46249104119&partnerID=8YFLogxK
U2 - 10.1108/17542730810881302
DO - 10.1108/17542730810881302
M3 - Article
AN - SCOPUS:46249104119
VL - 20
SP - 312
EP - 323
JO - TQM Journal
JF - TQM Journal
SN - 1754-2731
IS - 4
ER -