A conceptual integrative model of Kansei Engineering, Kano and TRIZ towards sustainability in services

Kansei Engineering (KE) has shown its superiority in modeling customer emotional needs (Kansei in Japanese) into service performance. By incorporating Kano model and TRIZ, this integrative KE model is able to reveal what service attributes are sensitive and critical to customer emotions, and how to satisfy them with very less contradiction of proposed improvements. Moreover, sustainability aspect is embedded as a way to finalize the proposed solutions to be more feasible and relevant to today’s challenges. As an illustrative example, healthcare service-based experience is presented. It shows that Kansei based service experience is quite related to the sustainability thinking.