Abstract Considering the human-centered design, this paper shows a modified-integrated approach of how to quantify the impact of perceived Kano's attractive services on perceived emotional satisfaction (Kansei), followed by the formulation of innovative ideas for sustainable services using TRIZ (known as Theory of Inventive Problem Solving). The Kano's attractive service attribute is deemed to be a significant emotional booster (known as Kansei). Kansei Engineering (KE) is used to highlight the level of customer emotional satisfaction due to perceived service offerings. For the past seven years, there has been a rapid concern in Kansei Engineering (KE) in services. However, previous research of KE has mainly focused on the improvement and analysis of general service domains. There is little attention to sustainable services. Hence, this study provides a modified KE-based approach and aims to understand and satisfy customer emotional needs (Kansei) considering the social, environmental and economic performance. An empirical study in an international airport lounge and lobby services was conducted to confirm the applicability of the proposed model. Purposive sampling through in-depth-interview and face-to-face questionnaires which involved 100 valid subjects was used. Theoretically, these studies show the importance of Kansei's role in sustainable service development, highlighting more innovative and breakthrough solutions with less contradiction and “true-meaning” of Kansei. Practically, it provides a guideline for service designer and manager in identifying which attractive-based service attributes need to be prioritized considering Kansei satisfaction.

中文翻译：

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改进的基于感性工程的可持续服务设计应用

摘要 考虑到以人为本的设计，本文展示了如何量化感知卡诺有吸引力的服务对感知情感满意度（Kansei）的影响的改进集成方法，然后使用 TRIZ 制定可持续服务的创新理念（称为创造性问题解决理论）。Kano 有吸引力的服务属性被认为是一个重要的情绪助推器（称为感性）。Kansei Engineering (KE) 用于突出由于感知到的服务产品而引起的客户情感满意度水平。在过去的七年里，感性工程 (KE) 的服务业受到了迅速的关注。然而，此前对 KE 的研究主要集中在通用服务领域的改进和分析上。很少有人关注可持续服务。因此，本研究提供了一种改进的基于 KE 的方法，旨在了解和满足考虑社会、环境和经济绩效的客户情感需求 (Kansei)。对国际机场休息室和大堂服务进行了实证研究，以确认所提出模型的适用性。使用深度访谈和面对面问卷的有目的抽样，涉及100名有效受试者。从理论上讲，这些研究显示了感性在可持续服务发展中的作用的重要性，突出了感性更少矛盾和“真正意义”的更具创新性和突破性的解决方案。实际上，它为服务设计师和经理提供了一个指南，以确定哪些基于吸引力的服务属性需要优先考虑感性满意度。