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
| Identifer | oai:union.ndltd.org:MIT/oai:dspace.mit.edu:1721.1/118549 |
| Date | January 2018 |
| Creators | Garza Rodriguez, José Raúl Iván |
| Contributors | William Aulet., 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., System Design and Management Program |
| Publisher | Massachusetts Institute of Technology |
| Source Sets | M.I.T. Theses and Dissertation |
| Language | English |
| Detected Language | English |
| Type | Thesis |
| Format | 50 pages, application/pdf |
| 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., http://dspace.mit.edu/handle/1721.1/7582 |
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