Product-Service Systems for Increasing CustomerAcceptance Concerning Perceived Complexity

A-DEWS 2015: Design Engineering in the Context of Asia, Asian Design Engineering workshop, 29th - 30th October 2015, The Hong Kong Polytechnic University

Year: 2015
Author: Schmidt, Danilo Marcello; Mörtl, Markus
Institution: Institute of Product DevelopmentTechnische Universität München, Germany
Section: Product-service Systems Design
Page(s): 77-82


This paper investigates the potential of productservice systems (PSS) to increase customer acceptance concerning perceived complexity. First, a literature review was conducted to investigate the influences of perceived complexity on the customer and user. We analyzed aspects like price complexity or availability of product information. Based on those aspects, we investigated if PSS-design supports to increase customer acceptance and we found three levels of PSS’ potential: strategic issues, the business model and additional services. A case study from automotive industries applies our approach and three concepts to increase customer acceptance were built.


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