IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2022i1p686-d1020612.html
   My bibliography  Save this article

Customer Experience Design for Smart Product-Service Systems Based on the Iterations of Experience–Evaluate–Engage Using Customer Experience Data

Author

Listed:
  • Yong Se Kim

    (Turku Design Studio, University of Turku, 20500 Turku, Finland)

Abstract

Data about customer experiences are important in smart product-service systems. It is desired to establish a framework for customer experience data so that smart customer experiences can be designed based on customer data. Particularly such a framework should support determining what kinds of customer data are needed and how these data are effectively acquired. This paper presents such a framework where rich and structured customer experience data can be defined and customer experience evaluation data are obtained in real time together with context data. Some representative service units for smart experience design using customer experience data are also presented. Two illustrative cases are provided to demonstrate the validity of the framework of customer experience data. The validity of the framework is discussed considering both the consistency and flexibility of the framework demonstrated by the cases.

Suggested Citation

  • Yong Se Kim, 2022. "Customer Experience Design for Smart Product-Service Systems Based on the Iterations of Experience–Evaluate–Engage Using Customer Experience Data," Sustainability, MDPI, vol. 15(1), pages 1-14, December.
    • Handle: RePEc:gam:jsusta:v:15:y:2022:i:1:p:686-:d:1020612
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/1/686/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/1/686/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    2. Yong Se Kim & Jiyun Jeong & YeonKoo Hong & Seok Jin Hong, 2020. "A Schema for Systematic Service Imagining: Context-Based Activity Modeling," Sustainability, MDPI, vol. 12(22), pages 1-18, November.
    3. Arnold Tukker, 2004. "Eight types of product–service system: eight ways to sustainability? Experiences from SusProNet," Business Strategy and the Environment, Wiley Blackwell, vol. 13(4), pages 246-260, July.
    4. Christie Scollon & Chu Kim-Prieto & Ed Diener, 2003. "Experience Sampling: Promises and Pitfalls, Strengths and Weaknesses," Journal of Happiness Studies, Springer, vol. 4(1), pages 5-34, March.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Saarijärvi, Hannu & Mitronen, Lasse & Yrjölä, Mika, 2014. "From selling to supporting – Leveraging mobile services in the context of food retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 26-36.
    2. Nine Klaassen & Arno Scheepens & Bas Flipsen & Joost Vogtlander, 2020. "Eco-Efficient Value Creation of Residential Street Lighting Systems by Simultaneously Analysing the Value, the Costs and the Eco-Costs during the Design and Engineering Phase," Energies, MDPI, vol. 13(13), pages 1-18, June.
    3. Polo, Yolanda & Sese, F. Javier & Verhoef, Peter C., 2011. "The Effect of Pricing and Advertising on Customer Retention in a Liberalizing Market," Journal of Interactive Marketing, Elsevier, vol. 25(4), pages 201-214.
    4. Huang, Youlin & Qian, Lixian, 2021. "Consumer adoption of electric vehicles in alternative business models," Energy Policy, Elsevier, vol. 155(C).
    5. Kley, Fabian & Lerch, Christian & Dallinger, David, 2011. "New business models for electric cars--A holistic approach," Energy Policy, Elsevier, vol. 39(6), pages 3392-3403, June.
    6. Pieper, Nadine & Woisetschläger, David M., 2024. "Customer misbehavior in access-based mobility services: An examination of prevention strategies," Journal of Business Research, Elsevier, vol. 171(C).
    7. Rouxelle de Villiers & Linda Coleman, 2017. "Building Internal Competencies Capabilities and Capacity to Deliver Great Customer Experiences," International Journal of Business and Economics, School of Management Development, Feng Chia University, Taichung, Taiwan, vol. 16(2), pages 167-169, December.
    8. Fabio Antonialli & Rodrigo Gandia & Joel Sugano & Isabelle Nicolaï & Arthur Neto, 2019. "Business Platforms For Autonomous Vehicles Within Urban Mobility," Post-Print halshs-03687640, HAL.
    9. Wiebke Reim & David Sjödin & Vinit Parida, 2021. "Circular business model implementation: A capability development case study from the manufacturing industry," Business Strategy and the Environment, Wiley Blackwell, vol. 30(6), pages 2745-2757, September.
    10. Baxendale, Shane & Macdonald, Emma K. & Wilson, Hugh N., 2015. "The Impact of Different Touchpoints on Brand Consideration," Journal of Retailing, Elsevier, vol. 91(2), pages 235-253.
    11. Siri Jagstedt & Magnus Persson, 2019. "Using Platform Strategies In The Development Of Integrated Product-Service Solutions," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 23(04), pages 1-36, May.
    12. Fabio Antonialli & Bruna Habib Cavazza & Rodrigo Gandia & Isabelle Nicolaï & Arthur de Miranda Neto & Joel Sugano & André Luiz Zambalde, 2020. "Human or machine driving? Comparing autonomous with traditional vehicles value curves and motives to use a car," Post-Print halshs-03687616, HAL.
    13. Pan, Jeh-Nan & Nguyen, Hung Thi Ngoc, 2015. "Achieving customer satisfaction through product–service systems," European Journal of Operational Research, Elsevier, vol. 247(1), pages 179-190.
    14. Rönnberg Sjödin, David & Parida, Vinit & Kohtamäki, Marko, 2016. "Capability configurations for advanced service offerings in manufacturing firms: Using fuzzy set qualitative comparative analysis," Journal of Business Research, Elsevier, vol. 69(11), pages 5330-5335.
    15. Paul MUKUCHA & Divaries Cosmas JARAVAZA & Forbes MAKUDZA, 2022. "Towards Gender-Based Market Segmentation: The Differential Influence of Gender on Dining Experiences in the University Cafeteria Industry," Management and Economics Review, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 7(2), pages 182-200, June.
    16. David Opresnik & Maurizio Fiasché & Marco Taisch & Manuel Hirsch, 0. "An evolving fuzzy inference system for extraction of rule set for planning a product–service strategy," Information Technology and Management, Springer, vol. 0, pages 1-17.
    17. Shengliang Zhang & Chaoying Huang & Xiaodong Li & Ai Ren, 2022. "Understanding Impacts of Service Robots with the Revised Gap Model," Sustainability, MDPI, vol. 14(5), pages 1-23, February.
    18. Tommaso Elli & Alessandra Spagnoli & Valeria Maria Iannilli, 2024. "Mapping Service-Based Retailing to Improve Sustainability Practices in the Fashion Industry," Sustainability, MDPI, vol. 16(17), pages 1-20, August.
    19. Maggioni, Isabella & Sands, Sean & Kachouie, Reza & Tsarenko, Yelena, 2019. "Shopping for well-being: The role of consumer decision-making styles," Journal of Business Research, Elsevier, vol. 105(C), pages 21-32.
    20. Gasparin, Isadora & Panina, Ekaterina & Becker, Larissa & Yrjölä, Mika & Jaakkola, Elina & Pizzutti, Cristiane, 2022. "Challenging the "integration imperative": A customer perspective on omnichannel journeys," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2022:i:1:p:686-:d:1020612. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.