Towards Attractive Experiences

• PurposeThe main purpose of this paper is to develop the concept of commercial experiences, helping providers to satisfy their customers’ needs and expectations. ApproachTheories describing the concept of Commercial Experiences are analyzed through a quality perspective. The analysis was made through the Kano Model (Kano et. al. 1984), to build more knowledge about the customer’s need and expectations. FindingsThe authors identify that focus on providing attributes of attractive quality can be a fundamental condition when providing commercial experiences. The paper raises the question for further discussion and future research to build more knowledge about the proposal that a commercial experience needs to contain attributes of attractive quality to actually fulfill the elements of a satisfying experience to the customer. ValueThis paper increases the understanding of providing commercial experiences and points out the need to work with attributes of attractive quality.

Ämnesord

TEKNIK OCH TEKNOLOGIER  -- Maskinteknik -- Produktionsteknik, arbetsvetenskap och ergonomi (hsv//swe)

ENGINEERING AND TECHNOLOGY  -- Mechanical Engineering -- Production Engineering, Human Work Science and Ergonomics (hsv//eng)

Nyckelord

Experience Economy

Commercial Experience

Attractive Quality

Kano model

Customer Expectation

Customer Satisfaction

Industrial engineering and economy

Industriell teknik och ekonomi

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)