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Customer experience management: Influencing on human Kansei to management of technology

Shin'ya Nagasawa (Waseda Business School, Graduate School of Commerce, Waseda University, Tokyo, Japan)

The TQM Journal

ISSN: 1754-2731

Article publication date: 13 June 2008

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.

Keywords

Citation

Nagasawa, S. (2008), "Customer experience management: Influencing on human Kansei to management of technology", The TQM Journal, Vol. 20 No. 4, pp. 312-323. https://doi.org/10.1108/17542730810881302

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited