Kansei Engineering has been applied extensively in product and service designs. With regard to customer emotional needs and service performance, a need of integrating Kansei Engineering and Kano model incorporating customer relationship management is of highly expected. This study provides an integrative model of Kansei Engineering and Kano taking into account customer relationship management program. A case study on supermarket services has been conducted to show the applicability of the proposed model. Theoretically, this study gives a contribution to human factors engineering and quality management taking into account emotional needs. Practically, it provides a guideline for service managers in formulating initiative improvement to fulfill customer emotional satisfaction.

Keywords: Kansei engineering, Kano model, Customer relationship management, Services.