Increasing Customer Acceptance in Planning Product-Service Systems

Certain aspects of customer acceptance affect the purchase decisions of customers. The approach of Product-Service Systems (PSS) is capable of influencing those aspects of customer acceptance. This work provides three tools to enable companies to plan PSS to increase customer acceptance. The model of customer acceptance describes aspects of customer acceptance structured into eight categories. It supports sales and product managers or the marketing department in identifying and quantifying relevant aspects of customer acceptance. The decision-making process includes the activities and decisions needed for PSS planning. It helps product managers or process managers in structuring the planning phases of advanced development. The service catalogue is a collection of services identified from literature and real offers from industry. Consisting of 265 concrete services that are summarized to four categories, the catalogue supports companies in identifying suitable service ideas or fields.