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A satisfaction based framework for continuous development of PSS

conference contribution
posted on 2015-09-03, 10:23 authored by Felix Ng, Jennifer HardingJennifer Harding, Emma L. Rosamond
Customer satisfaction levels have been used by industry to provide valuable insight into the evaluation of products and service quality. However, the levels do not necessarily provide a full picture needed for a full evaluation. This paper analyses published academic research work and industry’s views, and presents a framework that uses customer satisfaction as the main contributor towards the state of “total contentment”, to measure performance and develop product service systems (PSS) within industry. Additional parameters such as customer loyalty and retention are included in the proposed framework, providing a full overview in how customers’ “total contentment” can be determined.

Funding

This work was supported by the Engineering and Physical Sciences Research Council (EPSRC)EPSRC Grant EP/G037272/1).

History

School

  • Mechanical, Electrical and Manufacturing Engineering

Published in

The 4th CIRP international Conference on Industrial Product Service Systems

Pages

239 - 244 (5)

Citation

NG,F., HARDING, J.A. and ROSAMUND, E.L., 2012. A satisfaction based framework for continuous development of PSS. IN: Shimomura, Y. and Kimita, K. (eds.). The 4th CIRP international Conference on Industrial Product Service Systems, Tokyo, Nov. 8th - 9th, pp.239-244.

Publisher

© Springer

Version

  • VoR (Version of Record)

Publisher statement

This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/

Publication date

2012

Notes

This paper is in closed access.

ISBN

9783642328473;9783642328466

Language

  • en

Location

Tokyo

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