What Uncertainty? : Further insight into why consumers might be distrustful of product service systems

Abstract

This 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 Academy