2026-09-20T01:54:41Zhttps://dspace.mit.edu/server/oai/requestoai:dspace.mit.edu:1721.1/1185492022-01-13T07:55:19Zcom_1721.1_7582com_1721.1_7581col_1721.1_131023
William Aulet.
Garza Rodriguez, José Raúl Iván
Massachusetts Institute of Technology. Integrated Design and Management Program.
Massachusetts Institute of Technology. Engineering and Management Program
Massachusetts Institute of Technology. Integrated Design and Management Program.
2018-10-15T20:24:47Z
2018-10-15T20:24:47Z
2018
2018
http://hdl.handle.net/1721.1/118549
1055163033
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.
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.
by José Raúl Iván Garza Rodriguez.
S.M. in Engineering and Management
50 pages
eng
Massachusetts Institute of Technology
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.
http://dspace.mit.edu/handle/1721.1/7582
Engineering and Management Program.
Integrated Design and Management Program.
Experiential profiling of products and services
Thesis
application/pdf
Publication
unknown
unknown
<Publication xmlns="https://www.openaire.eu/cerif-profile/1.1/" id="8b6b347a-42d3-4b9a-b220-3a9e03a3261b">
<Type xmlns="https://www.openaire.eu/cerif-profile/vocab/COAR_Publication_Types">http://purl.org/coar/resource_type/c_1843</Type>
<Language>eng</Language>
<Title>Experiential profiling of products and services</Title>
<PublishedIn>
<Publication>
</Publication>
</PublishedIn>
<PublicationDate>2018</PublicationDate>
<Authors>
<Author>
<DisplayName>Garza Rodriguez, José Raúl Iván</DisplayName>
<Affiliation>
<OrgUnit>
</OrgUnit>
</Affiliation>
</Author>
</Authors>
<Editors>
</Editors>
<Publishers>
<Publisher>
<DisplayName>Massachusetts Institute of Technology</DisplayName>
<OrgUnit />
</Publisher>
</Publishers>
<License>http://dspace.mit.edu/handle/1721.1/7582</License>
<Keyword>Engineering and Management Program.</Keyword>
<Keyword>Integrated Design and Management Program.</Keyword>
<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.</Abstract>
<Access xmlns="http://purl.org/coar/access_right"
>
</Access>
</Publication>