Modeling of Service Delivery System for Service Enhanced Product Design: An Approach to Improve Service Performance

Li, Pengzhong; Zhang, Weimin; Yu, Min

doi:10.3923/jas.2013.4644.4652

Cited by 2 publications

(2 citation statements)

References 11 publications

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“…Finally, the PSS would be results-oriented, when the business model is aimed at selling a result and is the closest to offering a service, where it is not a predetermined product [ 15 , 16 , 17 ]. The main characteristics of the PSS include that (1) they associate products and services in a value proposition; (2) they pose a lucrative relationship for the company and the consumer, satisfying customer expectations efficiently; (3) allow decoupling the economic value of resource consumption and reduce environmental impact during the life cycle of products; and (4) imply an innovation in the corporate business model [ 8 , 18 , 19 , 20 ].…”

Section: The Concept Of Product-service System: Literature Reviewmentioning

confidence: 99%

Sustainable Business Model in the Product-Service System: Analysis of Global Research and Associated EU Legislation

Batlles‐delaFuente

Ureña

Plaza-Úbeda

et al. 2021

IJERPH

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The business fabric is trying to resolve the many transformations that have occurred in recent decades. Companies are obliged to offer new ways to meet the needs of the market. This situation has led to the creation of new business models that combine both competitiveness and sustainability. Among the most consistent strategies, the product-service system (PSS) stands out. A bibliometric analysis was carried out on 1088 documents during the period 2000–2020, to synthesize the knowledge base on PSS in a global context and analyse future trends. The results obtained have made it possible to identify the evolution of scientific production, the main drivers of this issue, the lines of research developed and their link with EU legislation and reveal some critical gaps in knowledge. The main lines of research describe different aspects of PSS: servitisation, product design, manufacturing, life cycle, circular economy, and sustainable development. This study has identified how its analysis has developed to date and what terms allow us to glimpse new approaches; hence, it is a useful tool for PSS researchers and sponsors who provide financial resources that allow new directions in this research.

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Section: The Concept Of Product-service System: Literature Reviewmentioning

confidence: 99%

Sustainable Business Model in the Product-Service System: Analysis of Global Research and Associated EU Legislation

Batlles‐delaFuente

Ureña

Plaza-Úbeda

et al. 2021

IJERPH

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“…The perception of the customer, compared with the service experience, makes him a co-producer. [9] showed that any dysfunction between the actors of the service can have fatal effects on the supplied service offer. Medium and large companies suffer from it, because of their size and related structure.…”

Section: Literature Reviewmentioning

confidence: 99%

Measuring Human Risks in Service: A New Model

Barbieri¹,

Fragnière²,

Grandbois³

et al. 2017

JSSM

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The modeling of a customer experience realized through a service blueprint is useful for visualizing the structures and processes involved in its production. However, the classical service blueprint fails to consider the contribution of human factors-motivation, emotion, satisfaction, etc.-that are essential elements of service interactions and can represent important risks of non-quality. Consequently, we have developed an enhanced service blueprint dedicated to Enterprise Risk Management (ERM), which includes the human factor dimension. In order to take into account the human factor dimension in the service blueprinting syntax, we include a sociogram. A sociogram is a graph whose nodes are linked together by arrows expressing sociological and psychological variables. Thus we are able to measure and visually identify the areas at risk in an integrated manner, those which are typically attached to the dominant human factor component of service productions. To illustrate this new ERM modeling concept, we have developed a case study related to a service at the reception of a luxury hotel. We are thus able to show the advantages of using the service blueprinting approach compared to the classical risk mapping process in the context of ERM.

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Modeling of Service Delivery System for Service Enhanced Product Design: An Approach to Improve Service Performance

Cited by 2 publications

References 11 publications

Sustainable Business Model in the Product-Service System: Analysis of Global Research and Associated EU Legislation

Sustainable Business Model in the Product-Service System: Analysis of Global Research and Associated EU Legislation

Measuring Human Risks in Service: A New Model

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