Open AccessCustomer requirements for the continuous improvement of product-service system: a conceptual approach
Author(s) -
Cristiane Alves Anacleto,
Edson Pacheco Paladini,
Caroline Rodrigues Vaz
Publication year - 2018
Publication title -
independent journal of management and production
Language(s) - English
Resource type - Journals
ISSN - 2236-269X
DOI - 10.14807/ijmp.v9i2.688
Subject(s) - computer science , empirical research , context (archaeology) , product service system , process management , database transaction , service (business) , product (mathematics) , business , business model , marketing , paleontology , philosophy , geometry , mathematics , epistemology , biology , programming language
Identifying customer requirements is a strategic element for consolidating product-service systems (PSSs) in the market. However, literature on empirical studies has devoted relatively little attention to this topic. The purpose of the present work is to identify PSS customer requirements by analyzing empirical studies. Toward this goal, we present here a structured systematic literature review. This study systematically reviews 269 articles published until 2015 in the PSS field. About 10% of the publications reviewed describe empirical studies that identify PSS-customer requirements. After analyzing the content of these articles, we identify 37 requirements clustered around three criteria: (i) type of PSS, (ii) type of business transaction, and (iii) customer requirements that relate to product, service, or general aspects of PSS. The empirical studies investigated in this literature review focused on the business-to-business context. This study support PSS provider meet customer requirements. Then, they will be more successful in offering the PSS.