Experiential profiling of products and services
Name
1055163033-MIT.pdf
Description
Full printable version
Size
6.17 MB
Format
Adobe PDF
Checksum (MD5)
00ca6e81a2bbe78c94b2a10251eae8a0
Author(s)
Garza Rodriguez, José Raúl Iván
Advisor(s)
William Aulet.
Date Issued
2018
Publisher
Massachusetts Institute of Technology
Abstract
The purpose of this text is to explore the way that firms create value for customers from an experiential point of view. The experience originated from the use of products and services is conceptualized within a customer's journey to satisfy a need. The concept of experiential friction is introduced to identify possible areas of experiential improvement for customers. A framework to perform the experiential profiling of a need-satisfaction journey is provided, allowing to identify, classify, and quantify experiential inefficiencies. An experiential theory of value is proposed in which incremental value is proportional to the total experiential improvement that a customer derives from using a product or service. Lastly, the managerial implications of the ideas presented in this text are discussed.
Description
Thesis: S.M. in Engineering and Management, Massachusetts Institute of Technology, System Design and Management Program, 2018.
Cataloged from PDF version of thesis.
Includes bibliographical references.
Subjects
Engineering and Management Program.
Integrated Design and Management Program.
MIT Department
Massachusetts Institute of Technology. Engineering and Management Program
Massachusetts Institute of Technology. Integrated Design and Management Program.
Terms of Use
MIT theses are protected by copyright. They may be viewed, downloaded, or printed from this source but further reproduction or distribution in any format is prohibited without written permission.
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