Experiential profiling of products and services

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.

Department dc:contributor.department

Massachusetts Institute of Technology. Engineering and Management Program

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2018

Author dc:creator

• Garza Rodriguez, José Raúl Iván

Advisor dc:contributor.advisor

• William Aulet.

• Engineering and Management Program.
• Integrated Design and Management Program.

Statement dc:rights

• 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.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/118549

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/118549