%0 Journal Article
%T Incorporating Markov chain modelling and QFD into Kansei engineering applied to services
%J International journal of human factors and ergonomics
%D 2012
%A Hartono, Markus
%A Chuan, Tan Kay
%A Ishihara, Shigekazu
%A Peacock, John Brian
%V 1
%N 1
%P 74-74
%X Instead of usability, customers today concern themselves more on satisfying their emotions/Kansei. This paper discusses an integrative framework that incorporates the Kano model, Markov chain, and quality function deployment (QFD) into Kansei engineering (KE). Its purposes are: 1) to exhibit the relationship between service performance and Kansei; 2) to enable service designers to establish the extent to which they prioritise their improvement programmes in dealing with current and future preferences. A comprehensive case study involving Indonesian, Japanese, and Singaporean tourists, was carried out. Understanding the cultural differences with respect to Kansei evaluation will yield valuable insights for international marketing strategies.KEYWORDS: Kano model; Kansei engineering; Markov chain modelling; services; emotion; service performance; current preference; future preference; cultural differences; international marketing strategies; quality function deployment; QFD; Indonesia; Japan; Singapore; tourist satisfaction; customer satisfaction; tourism; emotional satisfaction.<p />
%G 
%I Inderscience Publishers
%@ 2045-7804
%U http://dx.doi.org/10.1504/IJHFE.2012.045258