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THE RESEARCH DOMAIN OF PRODUCT-SERVICE SYSTEMS AND VOICE OF THE CUSTOMER: A SYSTEMATIC MAPPING

Published online by Cambridge University Press:  27 July 2021

Carl Nils Konrad Toller  and
Marco Bertoni
Carl Nils Konrad Toller*
Affiliation:
Blekinge Institute of Technology
Marco Bertoni
Affiliation:
Blekinge Institute of Technology
*
Toller, Carl Nils Konrad, Blekinge Institute of Technology, Mechanical Engineering, Sweden, carl.toller@bth.se

Abstract

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Product-Service Systems (PSS) have emerged as a key concept to meet the societal and market trends of increasing customer needs through the entire life-cycle. Unfortunately, several companies are struggling with getting revenues from service investments and translating 'real needs' to design improvements. The demand of the designer to go beyond the Voice of the Customer (VoC) is evident. This paper aims to map the interventions proposed by research in the area of PSS and VoC. Using a systematic mapping approach, the research domain was analyzed with regards to context and interventions. The results show a progressive development in the research area with a focus on the specification and realization of needs. A gap exists in connecting the engineers with 'real needs' and integrating the customer as a natural part of the entire development cycle of a PSS. By performing a systematic mapping, future research can be more focused and hopefully increasing its impact.

Keywords

Product-Service Systems (PSS)Research methodologies and methodsDesign managementVoice of the CustomerSystematic Mapping
Type
Article
Information
Proceedings of the Design Society , Volume 1: ICED21 , August 2021 , pp. 3101 - 3110
Creative Commons
Creative Common License - CCCreative Common License - BYCreative Common License - NCCreative Common License - ND
This is an Open Access article, distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives licence (http://creativecommons.org/licenses/by-nc-nd/4.0/), which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is unaltered and is properly cited. The written permission of Cambridge University Press must be obtained for commercial re-use or in order to create a derivative work.
Copyright
The Author(s), 2021. Published by Cambridge University Press

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