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dc.contributor.authorCatulli, Maurizio
dc.date.accessioned2012-09-17T12:00:58Z
dc.date.available2012-09-17T12:00:58Z
dc.date.issued2012
dc.identifier.citationCatulli , M 2012 , ' What Uncertainty? Further insight into why consumers might be distrustful of product service systems ' , Journal of Manufacturing Technology Management , vol. 23 , no. 6 , pp. 780-793 . https://doi.org/10.1108/17410381211253335
dc.identifier.otherPURE: 531640
dc.identifier.otherPURE UUID: 6de81237-e7ac-4fe0-b5ca-656f49e755d4
dc.identifier.otherScopus: 84863843228
dc.identifier.urihttp://hdl.handle.net/2299/8995
dc.description.abstractThis paper takes the move from a paper by Rexfelt and Hiort af Ornäs (2009) published in the Journal of Manufacturing technology Management, which dealt with consumer acceptance of product service systems (PSS). This topic is important as it is a sustainable business model. It is proposed that the uncertainty consumers have towards the suitability of PSS to their needs can be further explored using existing management tools such as SERVQUAL, a tool to measure customer satisfaction and perceived quality. Consumers are favourable to PSS provisions in principle; however they have concerns on whether this type of provision will live to their expectation. These concerns are that the PSS might not perform satisfactorily in terms of its Assurance, Reliability, Responsiveness, Empathy and Tangible components. The attractive aspect of PSS to consumers is as a “bundle” or products and services where the product can be replaced to accommodate consumers‟ needs. Business managers and policy makers will need to devise communications to reassure consumers that PSS provision meets the requirements set out by the SERVQUAL scale. The study is based on a research project funded by the British Academyen
dc.language.isoeng
dc.relation.ispartofJournal of Manufacturing Technology Management
dc.rightsOpen
dc.titleWhat Uncertainty? : Further insight into why consumers might be distrustful of product service systemsen
dc.contributor.institutionSustainable Business Research Interest Group
dc.contributor.institutionHertfordshire Business School
dc.contributor.institutionSocial Sciences, Arts & Humanities Research Institute
dc.contributor.institutionCentre for Research on Management, Economy and Society
dc.contributor.institutionDepartment of Marketing and Enterprise
dc.contributor.institutionGroup for Research on Innovation and Enterprise
dc.description.statusPeer reviewed
dc.relation.schoolHertfordshire Business School
dc.description.versiontypeSubmitted Version
dcterms.dateAccepted2012
rioxxterms.versionSMUR
rioxxterms.versionVoR
rioxxterms.versionofrecordhttps://doi.org/10.1108/17410381211253335
rioxxterms.typeJournal Article/Review
herts.preservation.rarelyaccessedtrue
herts.rights.accesstypeOpen


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