| Author | Musni, Mohamed Mufeeth Al |
| Note | A thesis submitted in partial fulfillment of the requirements for the
Degree of Master of Engineering in
Industrial and Manufacturing Engineering |
| Publisher | Asian Institute of Technology |
| Abstract | Companies have progressed their offerings from fungible commodities to tangible products to intangible services and to the fourth evolution when products and services are used as props for creating memorable experiences to customers. Experiences that individual customers receive are based on their participation and connection to the offerings, and they can be classified into four categories: Entertainment, Educational, Esthetic and Escapist. This classification is known as the four realms of experiences or the 4Es model. However, researchers and practitioners have interpreted them in different ways resulting in vast and confusing definitions. Thus, this research presents a systematic way for assisting experience designers and companies to classify customer experiences into the four experience categories based on levels of participation and connection. This 4Es-based customer experience classification (4Es-CEC) identifies characteristics of participation and connection and criteria for measuring the levels of participation (passive or active) and of connection (absorb or immerse) with weights derived from AHP. The passive-active and absorb-immerse boundaries were derived according to the literature definitions by analyzing all possible combinations. Finally, a work chart for using the 4Es-CEC is provided. Experiences reported in several literature have been used to validate the proposed 4Es-CEC] |
| Year | 2018 |
| Type | Thesis |
| School | School of Engineering and Technology (SET) |
| Department | Department of Industrial Systems Engineering (DISE) |
| Academic Program/FoS | Microelectronics (ME) |
| Chairperson(s) | Pisut Koomsap |
| Examination Committee(s) | Huynh Trung Luong;Badir, Yuosre |
| Scholarship Donor(s) | AIT Fellowship;Bombardier Transportation (Signal) Thailand |
| Degree | Thesis (M. Eng.) -- Asian Institute of Technology, 2018 |