Abstract
With the popularization of sharing-economy models and the rapid deployment of service designs, the traditional demand analysis models cannot analyze the requirements of service systems with multiple stakeholders. Therefore, an improved Kano model is proposed. This study uses the bi-factor analysis method to establish a “service receiver/service provider” demand matrix based on the Kano model in classifying the system requirements, which are divided into five types: Overall Must-be; Overall One-Dimensional; Overall Attractive; Service Recipients Compromise; and Service Provider Compromise. Based on the Analytic Hierarchy Process (AHP), the importance weights of different stakeholders are included in the calculation process. A formula for calculating the weights of demands for a service system with multiple stakeholders is obtained. Further, this study establishes a framework for multi-stakeholder need analysis, puts forward an effective method for demand analysis of complex service systems, and offers a foundation for the design of bike sharing.
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This research is supported by The National Social Science Fund of China (20BG103).
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Wang, Y., Zhao, D. (2021). Improved Kano Model Based on Stakeholder - Centered Design. In: Ahram, T.Z., Falcão, C.S. (eds) Advances in Usability, User Experience, Wearable and Assistive Technology. AHFE 2021. Lecture Notes in Networks and Systems, vol 275. Springer, Cham. https://doi.org/10.1007/978-3-030-80091-8_98
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DOI: https://doi.org/10.1007/978-3-030-80091-8_98
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