The Role of Kansei Engineering in Influencing Overall Satisfaction and Behavioral Intention in Service Encounters

Customers today concern themselves more on fulfilling their emotional needs rather than rationales and functionalities. In dealing with customer emotions in products/services, Kansei Engineering (KE) is applied. A comprehensive case study in luxury hotels was conducted. Eighty one Indonesian, 75 Singaporean, and 74 Japanese tourists participated in this survey. It aims to investigate the relationships among constructs during service encounter process. The finding shows that emotions (affective process) play a significant role as a complement to cognitive process in influencing customer satisfaction. Among 3 populations, Japanese was found to be more Kansei-oriented customer. Keywords: Kansei Engineering, emotional needs, customer satisfaction

[1]  Detmar W. Straub,et al.  A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example , 2005, Commun. Assoc. Inf. Syst..

[2]  Simon Schütte,et al.  Engineering Emotional Values in Product Design : Kansei Engineering in Development , 2005 .

[3]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[4]  Mitsuo Nagamachi.  Kansei Engineering in Consumer Product Design , 2002 .

[5]  R. Sitgreaves.  Psychometric theory (2nd ed.). , 1979 .

[6]  Wynne W. Chin.  The partial least squares approach for structural equation modeling. , 1998 .

[7]  George A. Marcoulides,et al.  Modern methods for business research , 1998 .

[8]  Mitsuo Nagamachi,et al.  Kansei Engineering: An ergonomic technology for product development , 1995 .

[9]  Narasimhaiah Gorla,et al.  Organizational impact of system quality, information quality, and service quality , 2010, J. Strateg. Inf. Syst..

[10]  R. Oliver.  Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .

[11]  Halimahtun M. Khalid,et al.  Affective and Pleasurable Design , 2006 .

[12]  Mary Jo Bitner,et al.  Servicescapes: The Impact of Physical Surroundings on Customers and Employees: , 1992 .

[13]  R. Oliver.  Customer delight: Foundations, findings, and managerial insight☆ , 1997 .

[14]  Jonathan D. Barsky,et al.  Evoking Emotion Affective Keys to Hotel Loyalty , 2002 .

[15]  Riadh Ladhari,et al.  Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry , 2009 .

[16]  Markus Hartono,et al.  A Proposed Framework of Kansei Engineering Application in Dealing with Customer Emotional Needs in Services , 2009 .

[17]  Ingrid Y. Lin,et al.  Evaluating a servicescape: the effect of cognition and emotion , 2004 .

[18]  Alison Dean,et al.  The contribution of emotional satisfaction to consumer loyalty , 2001 .

[19]  Jochen Wirtz,et al.  Services Marketing: People, Technology, Strategy , 2000 .

[20]  A. Parasuraman,et al.  Refinement and reassessment of the SERVQUAL scale. , 1991 .

[21]  Mitsuo Nagamachi,et al.  Concepts, methods and tools in Kansei engineering , 2004 .

[22]  P. Wilton,et al.  Models of Consumer Satisfaction Formation: An Extension , 1988 .

[23]  Mitsuo Nagamachi,et al.  AFFECTIVE MEANING: THE KANSEI ENGINEERING APPROACH , 2008 .

[24]  D. Norman.  Emotional design : why we love (or hate) everyday things , 2004 .

[25]  R. Bagozzi,et al.  The social psychology of consumer behaviour , 2002 .

[26]  J. Russell.  A circumplex model of affect. , 1980 .

[27]  A. Wong,et al.  The role of emotional satisfaction in service encounters , 2004 .

[28]  J. Bowen,et al.  Loyalty: A Strategic Commitment , 1998 .

[29]  John Hulland,et al.  Use of partial least squares (PLS) in strategic management research: a review of four recent studies , 1999 .

[30]  A. Parasuraman,et al.  SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. , 1988 .

[31]  Mitsuo Nagamachi,et al.  Kansei engineering as a powerful consumer-oriented technology for product development. , 2002, Applied ergonomics.

[32]  Veronica Liljander,et al.  Emotions in service satisfaction , 1997 .

[33]  Stephen L. Vargo,et al.  The Four Service Marketing Myths , 2004 .

[34]  Barry J. Babin,et al.  Atmospheric Affect as a Tool for Creating Value and Gaining Share of Customer , 2000 .

[35]  Mitsuo Nagamachi,et al.  Kansei Engineering: A new ergonomic consumer-oriented technology for product development , 1995 .

[36]  A. Mattila,et al.  The Role of Emotions in Service Encounters , 2002 .

[37]  Masayuki Takatera,et al.  On‐demand production system of apparel on the basis of Kansei engineering , 2004 .

[38]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .