Science Journal of Business and Management
Volume 3, Issue 2-1, March 2015, Pages: 35-42
Received: Mar. 28, 2015;
Accepted: Mar. 30, 2015;
Published: Apr. 8, 2015
Views 5072 Downloads 136
Shin’ya Nagasawa, Graduate School of Commerce, Waseda University, Tokyo, Japan
The purpose of this paper is to explain the relationships and the meaning of the customer experience approach, which involves manufacturing and fabrication influenced by human kansei. This paper urgues as follows; What are the products that appeal to the senses?, Kansei marketing, Customer Experience and Kansei Marketing, Customer Experience and Sstrategic Experiential Modules, Customer Experience and Kansei Quality, Relationships between the Information Processing of the Senses and Customer Experience, Relationships between Functional Benefits and Customer Experience, and Summaries of the Examples the manufacturer’s product development capabilities constitute a source of the customers’ experience, creating the customer experience of products, including lifestyles and culture.
Customer Experience Affecting Human Kansei, Science Journal of Business and Management. Special Issue: Customer Experience Management / Marketing Branding.
Vol. 3, No. 2-1,
2015, pp. 35-42.
Nagasawa, S. (1998) A Talk about Marketing, Japan Standards Association (in Japanese).
Nagasawa, S. ed. (2002) Product Development Relating Kansei: Its Methodology and Practice, Japan Publishing Service Co. (in Japanese)
Amasaka, K. and S. Nagasawa (2000) Basics and Applications of Sensory Evaluation: for the Kansei Engineering in Automobile Development, Japan Standards Association. (in Japanese)
Ogawa, A. (1983) Kansei Kakumei (The Sensibility Revolution), TBS Brittanica (in Japanese).
Naisbitt, J. (1982) Megatrends － Ten New Directions Transforming Our Lives －, Warner Books Inc., New York.
Fujioka, W. (1984) Sayanara Taishu (Goodbye Mass)PHP Institute (in Japanese).
Hakuhodo Institute of Life and Living (1985) Bunshu no Tanjo (Birth of a mass of people divided into separate groups), Nihon Keizai Shimbunsha (in Japanese).
Nihon Keizai Shimbunsha ed. (1989) Common Sense of Marketing, Nihon Keizai Shimbunsha (in Japanese).
Uno, M. ed. (1987) Glossary of Marketing, Nihon Jitsugyo Shuppan. (in Japanese).
Research Group of Marketing Strategy, Dentsu ed. (1985) Kansei Consumption and Reasonable Consumption, Nihon Keizai Shimbunsha (in Japanese).
Nagasawa, Shin’ya (1997) “Launching Products that influence on Human Kansei,” in Hiroyuki Kaiho (ed.), Shin’ya Nagasawa, et al., Psychology of “Warm Recognition” – Wondering Phenomenon of Fusion between Recognition and Emotion –, Kaneko Shobo, pp.183-204 (in Japanese).
Nagasawa, S. ed. (2005) Value Creation through Customer Experience That Enables to Develop Hit Products: Manufacturing and Fabrication That Influence Kansei, Nikkagiren Shuppansha. (in Japanese)..
Schmitt, B. H. (1999), Experiential Marketing: How to Get Customers to Sense, Feel, Think, Act, and Relate to Your Company and Brands, Free Press.
Nagasawa, S. ed. (2006) Creating Customer Experience in Long Standing Companies: Design Management of Glance of Customer, Doyukan. (in Japanese).
Holbrook, Morris B. (1982), The Experiential Aspects of Consumption – Consumer Fantasies, Feelings, and Fun, Journal of Consumer Research, Vol.9, No.2, pp.132-140.
Schmitt, B. H. (2003), Customer Experience Management: A Revolutionary Approach to Connecting With Your Customers, John Wiley & Sons.
Lindsey, P. H., and Norman, D.A. (1977), Human Information Processing － An Introduction to Psychology 2nd ed, Academic Press, New York.
Nagasawa, S. ed. (2003) Practice of Kansei Product Development: Featuring Kansei as Product Elements, Japan Publishing Service. (in Japanese).
Yoshiga, T. (1986) Commodity Science, Kunimoto Shobo (in Japanese).
Irisawa, Y., and S. Nagasawa (2012) Study of Product Design and Kansei Value in Product Development - Relationship among Customer Experience, Kansei and Emotional Design -, Proceedings of Design Symposium, pp.361-367 (in Japanese).
Ortony, A., Norman, D. A., and Revelle, W. (2004), Who Needs Emotion? The Brain Meets the Machine, Oxford University Press, New York.
Irisawa, Y., and S. Nagasawa (2012), Study for Product Design on Customer Experience: Construction and Examination for Customer Experiential Design by Case Studies, Advances in Information Sciences and Service Sciences: An International Journal of Research and Innovation, Vol.4, No.14, pp.234-241.
Nagasawa, S. ed. (2007) Manufacturing and Fabrication by Creation through Customer Experience – Implementation of “Intangibles” That Produces Brand Value and Hit Products –, Nikkagiren Shuppansha (in Japanese).
Nagasawa, S. and T. Someya (2007), Tradition and Innovation at Long Standing Brand “Toraya” – Building Customer Experience and Technology Management –, Koyoshobo (in Japanese).
Nagasawa, S. ed. (2009) Premium Strategy of Local and Traditional Industries of Japan – Building Customer Experience and Technology Management –, Doyukan (in Japanese).
Nagasawa, S., and M. Ishikawa (2010) Kyo-Yuzen Chiso: 450 Year Brand Innovation, Doyukan (in Japanese).
Nagasawa, S. and R. Komiya (2015), Branding of rental Housing through Community Design – Building Customer Experience of Rushed Share Housing –, Koyoshobo (in Japanese)
Nagasawa, S. and O. Nishimura (being printed), Sustainable Price Advantage on Local Industry – Building Customer Experience of Asahi Shuzo, Snowpeak, Zenith and Hublot –, Koyoshobo (in Japanese)
Nagasawa, S. (2010), Kansei/Affective Quality and Customer Experience, Ryutsu Jouho, Vol.44, No.34, pp.234-241 (in Japanese).