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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/18599

Title: A satisfaction based framework for continuous development of PSS
Authors: Ng, Felix
Harding, Jennifer A.
Rosamond, Emma L.
Keywords: Customer satisfaction
Product service
Product improvements
Service improvements
Issue Date: 2012
Publisher: © Springer
Citation: NG,F., HARDING, J.A. and ROSAMUND, E.L., 2012. A satisfaction based framework for continuous development of PSS. IN: Shimomura, Y. and Kimita, K. (eds.). The 4th CIRP international Conference on Industrial Product Service Systems, Tokyo, Nov. 8th - 9th, pp.239-244.
Abstract: Customer satisfaction levels have been used by industry to provide valuable insight into the evaluation of products and service quality. However, the levels do not necessarily provide a full picture needed for a full evaluation. This paper analyses published academic research work and industry’s views, and presents a framework that uses customer satisfaction as the main contributor towards the state of “total contentment”, to measure performance and develop product service systems (PSS) within industry. Additional parameters such as customer loyalty and retention are included in the proposed framework, providing a full overview in how customers’ “total contentment” can be determined.
Description: This paper is in closed access.
Sponsor: This work was supported by the Engineering and Physical Sciences Research Council (EPSRC)EPSRC Grant EP/G037272/1).
Version: Published
DOI: 10.1007/9783642328473
URI: https://dspace.lboro.ac.uk/2134/18599
Publisher Link: http://www.springer.com/us/book/9783642328466
ISBN: 9783642328473
Appears in Collections:Closed Access (Mechanical, Electrical and Manufacturing Engineering)

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