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Please use this identifier to cite or link to this item:
https://irlib.pccu.edu.tw/handle/987654321/24309
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| 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: | [廣告系] 期刊論文
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