Learning from the ‘wow’ factor — how to engage customers through the design of effective affective customer experiences

Millard, Nicola

doi:10.1007/s10550-006-0016-y

Cited by 40 publications

(29 citation statements)

References 4 publications

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“…The decoupling point is an indicator of the degree or type of customization provided (Lee et al, 2000;Tseng and Piller, 2003;Piller et al, 2004). Typically, with an increasing level of customization price and delivery lead-time increases (Kahn, 1998;Jiao et al, 2003;Millard, 2006;Moser, 2007). Also, increasing customization requires more customer involvement as the desired product and service attributes have to be specified.…”

Section: Introductionmentioning

confidence: 99%

Customer preferences for customized household furniture

Lihra¹,

Buehlmann²,

Graf³

2012

JFE

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a b s t r a c tIn the context of market globalization, furniture manufacturers attempt to differentiate their products to attain competitive advantages. Mass customization is one strategy enabling such differentiation. This study measured, through a choice-based conjoint analysis, the value that US American consumers assign to the availability of customization when buying furniture. Roughly 50% of consumers' product choice is driven by price, 20% by product customization, 20% by delivery time, and 10% by the time needed to customize the product. Thus, while there is a customer segment driven by price, there also is a segment, consisting mainly of females, that values product customization.

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Section: Introductionmentioning

confidence: 99%

Customer preferences for customized household furniture

Lihra¹,

Buehlmann²,

Graf³

2012

JFE

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“…Ce jugement est à l'origine de conséquences comportementales qui expliquent l'envie de posséder, d'utiliser un produit et donnent un avantage concurrentiel ou gratifient l'image de marque du produit (Desmet, 2003). Les conséquences comportementales concerneraient également l'acceptation, voire la fascination pour des systèmes (Milliard, 2006) et la perception d'utilisabilité (Tzvetanova, Tang, & Justice, 2007).…”

Section: L'émotionnalité Ou « Susciter Le Plaisir Pour Maintenir L'inunclassified

12. L’évolution de l’ergonomie des produits informatiques : accessibilité, utilisabilité, émotionnalité et influençabilité

Brangier¹,

Bastien²

2010

Ergonomie, Conception De Produits Et Services Médiatisés

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L'objectif de ce chapitre est de présenter les contours théoriques et les domaines d'application des études ergonomiques centrées sur l'usage des technologies de la communication et de l'information. Il cherche à montrer que les recherches et pratiques en ergonomie des produits et services évoluent vers de nouveaux domaines qui la font passer d'un centrage sur l'accès (accessibilité au sens large du terme mais aussi pour les populations à besoins spécifiques) à des préoccupations qui portent sur l'usage (utilisabilité), sur les émotions (design émotionnel) et s'intéresse finalement aux modifications des attitudes et des comportements de l'utilisateur (persuasion). Ainsi, l'ergonomie des produits informatiques ne vise plus seulement à l'adaptation des « machines aux humains » mais cherche également à rendre les interactions plus amusantes et agréables, à maintenir l'interaction et finalement à transformer les propres représentations de l'utilisateur. En somme, ce chapitre se propose de montrer comment la nature des objets technologiques et leurs contextes d'utilisation ont fait évoluer la notion initiale d'interaction humain-machine d'une problématique de biomécanique à une problématique psychosociale, pour à présent parler d'expérience utilisateur.

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“…Schmitt (2011) described the customer experience as multidimensional yet holistic concept, composed by multiple dimensions of how a human's mind works. Millard, (2006) defined the experience as an expectation gap between promised services and the result of what the customer receives. Morgan, Lugosi, and Ritchie (2010) agree and describe the customer experience as a continuous process of diminishing the space between promises a company gives to its consumers and the distributed experience.…”

Section: Introductionmentioning

confidence: 99%

Managing passengers’ experience through mobile moments

Inversini

2017

Journal of Air Transport Management

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Travelers' experience is dramatically affected by the use of digital technologies. On the one side, travel companies use them to support management and marketing practices with the purpose of fostering efficiency and ultimately increase competitiveness. On the other side, travelers heavily rely on their digital devices to organize, personalize and to a certain extent 'live' their travelling experience. Within this scenario, mobile devices are seen from both ends as crucial mean for location and context based interactive communication. Mobile devices are here discussed as personalization tool for leisure air passengers' experiential journey in an airport starting from customers' journey analysis, along with information sources used within the whole journey.

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Learning from the ‘wow’ factor — how to engage customers through the design of effective affective customer experiences

Cited by 40 publications

References 4 publications

Customer preferences for customized household furniture

Customer preferences for customized household furniture

12. L’évolution de l’ergonomie des produits informatiques : accessibilité, utilisabilité, émotionnalité et influençabilité

Managing passengers’ experience through mobile moments

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