Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study

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Please use this identifier to cite or link to this item: https://irlib.pccu.edu.tw/handle/987654321/24309

Title:	Comparative analysis of experience-oriented customer needs based on the Kano model: an empirical study
Authors:	Ko, HT (Ko, Hsien-Tang) Lu, HP (Lu, Hsi-Peng) Yu, HJ (Yu, Hueiju)
Contributors:	推廣廣告系
Keywords:	digital television market segmentation product life cycle customer satisfaction
Date:	2012
Issue Date:	2013-02-25 14:59:44 (UTC+8)
Abstract:	Based on the concept of experience economy, this study starts off by proposing that goods, services, and experiences are dimensions of experience-oriented service functions, illustrating an integrated approach which adopts the basic Kano model and customer satisfaction coefficients matrix to categorize and prioritize experience-oriented service functions. An empirical study was then conducted to explore customer need attributes for digital television (DTV) applications. As a result, 445 samples in Taiwan are collected and analyzed, showing different segments have different need attributes. In addition, a comparative analysis of experience-oriented customer needs for experienced and inexperienced users was applied in order to provide differentiated and continuous competitiveness during different stages of the product life cycle; then the result was used as a reference for future development of experience-oriented service functions.
Relation:	SERVICE INDUSTRIES JOURNAL 卷: 32 期: 12 頁數: 1973-1990
Appears in Collections:	[Department of Advertising ] journal articles

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