“…For the other business models, authors omit to define the cost structure (Cherubini et al, 2015;Firnkorn & Müller, 2012;Kley et al, 2011), the revenue streams (Wells & Orsato, 2005;Williams, 2006) or both (Gaiardelli et al, 2014b;Laperche & Picard, 2013). Some scholars mainly consider the business model elements located in the upstream of the value chain and explain the processes of value creation (Cherubini et al, 2015;Kley et al, 2011;Budde Christensen et al, 2012;Wells & Orsato, 2005). Six studies emphasize the importance of customer relationships in a PSS business models and offer some information about customer management practices (Williams, 2006;Laperche & Picard, 2013;Firnkorn & Müller, 2012;Gaiardelli et al, 2014b).…”