Using Kano’s Model in Designing Technology Enabled Innovative Service: An Experiential Marketing Perspective Hueiju Yu School of Continuing Education, Chinese Culture University, No. 231, Chien -Kuo South Road, Taipei 106, Taiwan, Republic of China and Hsien-Tang Ko Industry Support Division, Institute for Information Industry, 11F -1, No. 3-1, Yuan Qu Street Nankang, Taipei 115, Taiwan, Republic of China and Hsi-Peng Lu Department of Information Management, National Taiwan University of Science and Tec hnology, No. 43, Sec. 4, Keelung Road, Taipei 106, Taiwan, Republic of China Due to new technological development and the advancement of network technologies, global surveillance industries have steadily grown by 10% to 15% lately in response to the anti-terrorism issues and the business opportunities associated with the increasing aging populations. Among these industries, according to Marketing Intelligence & Consulting Institute in Taiwan, video surveillance and IP camera applications are emerging rapidly by above 30% and may become widespread in the near future. While enterprise customers hold 96% of the total surveillance market, the residential surveillance market is the fastest growing and promising segment with a growth of 77%. In year 2012, approximately a total market of 14 billion New Taiwan Dollar with a CAGR (Compound Annual Growth Rate) of 45% is expected in Taiwan. In addition to the promising market growth, the video surveillance industry in Taiwan has played an important role in global supply chain and is comprehensive in terms of industry players including equipment vendors, constructers, security service providers, system integrators, and telecommunication operators. However, most of the industry players focus on running OEM/ODM business with low profit and value added. Thus the policy of MOEA (Ministry of Economy Affairs) in Taiwan is to upgrade the surveillance industry from OEM/ODM to a service or own -brand one. As a result, we need to investigate the impetus of this fast growing market not only from product perspective, but also from the service perspective. Service perspective is important because, in many developed countries, over 70% of the gross national product (GNP) was generated by services after 1970’s. Furthermore, many ICT-enabled services such as residential video surveillance services have grown into new trends because of the fast development and popularity of information and communication technology (ICT) along with the increasing maturity and diversification of broadband technology. In this new field of ICT-enabled services, many firms have realized that customer satisfaction is not enough to lock in customer loyalty. Instead, they are increasingly allocating resources in staging memorable personal experiences [5, 6, 11, 12, 13] to