Zhihan Li

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Research on a Service Touchpoint Design Model Driven by Smart Technology Based on Kano-Failure Modes and Effects Analysis

Dec 8, 2024 | mdpi.com | Jian Chen |Zhihan Li |Weiwei Wang |Yi Wang

1. IntroductionThe essence of service touchpoint design is to shape the complete user behavior during activities such as daily life, work, entertainment, leisure, healthcare, or learning. This behavior encompasses several stages: the intention phase before the activity, the planning phase, the action phase, the completion phase, and finally, the evaluation phase.

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