Customer satisfaction review of literature and application to the product-service systems

We would like to thank our supervisor, Prof.

Customer satisfaction review of literature and application to the product-service systems

We would like to thank our supervisor, Prof. Thomas Lindhqvist for valuable guidance and challenging comments. The study analysed the applicability of existing research concepts, theories, and tools for evaluating consumer satisfaction with product-service systems PSS. In line with this problem factor 10 to 20 material and energy efficiency improvements have been suggested Factor 10 Club ; Schmidt-Bleek ; Bolund, Johansson et al.

The improvements, however, if not carefully done, may still lead to rebound effects through changes in resource prices. The product service system PSS concept has been suggested as a way to contribute to this system level improvement Goedkoop, van Halen et al.

Here the environmental impacts of products and associated services could be addressed already at the product and service design stage.

Special focus should be given to the use phase by providing alternative system solutions to owning products.

Customer satisfaction: review of literature and application to the product-service systems

A number of examples in the business-to-business B2B area exist that confirm the potential of PSS for reducing life cycle environmental impact. It is, however, increasingly evident that business examples are difficult to directly apply to the private consumer market. Private consumers, contrary to businesses, prefer product ownership to service substitutes Schrader ; Littig To address this problem, either behavioural or service system design changes are needed.

Changing human behaviour and existing lifestyles contributes to the vision of sustainable development, but at the same time, it is an extremely difficult and time-consuming process.

A potentially easier way is changing the design of the product-service system to reduce behavioural pitfalls.

In order to change system design, it is necessary to understand how consumer acceptance of more sustainable solutions is formed, influenced or changed, what are the influencing factors and what are the leverage points for best results with lowest costs.

Understanding consumer perceptions and behaviour in this context is crucial. Research in economics, business, marketing, psychology and sociology domains studies consumer behaviour from different theoretical premises: For more than a decade now, a range of studies that address environmentally sound consumer behaviour, e.

However, few studies evaluated consumer acceptance of the PSS concept — a consumption based on non-ownership of physical products, see, for example, studies on car sharing schemes Schrader ; Meijkampski rental and washing services Hirschl, Konrad et al.

One reason explaining the lack of studies in the area could be that, there are still not many PSS schemes in place to serve as test grounds. Another reason could be uniformity of research focus. Most of consumer research focused on adopter categories, habits, attitudes and intentions, rather than on actually measuring the satisfaction level with the service.

The reason is probably that PSS ideas have been promoted by researchers from the environmental management, marketing, design, and engineering fields, and to a lesser extent by sociologists, who hold the banner of research in customer satisfaction.

Customer satisfaction: review of literature and application to the product-service systems Article (PDF Available) with 56, Reads Cite this publication. ”Life cycle approaches to sustainable consumption”, AIST Customer satisfaction: review of literature and application to the product-service systems Ms. Oksana Mont Mr. Andrius Plepys International Institute for Industrial Environmental Economics, Lund University [email protected] This. Literature Review Customer Satisfaction literature review customer satisfaction Customer satisfaction: review of literature and application to the product-service systems.

According to the model, customer decision-making process comprises a need- satisfying behaviour and a wide range of motivating and influencing factors. The process can be depicted in the following steps Engel, Blackwell et al.

Besides the information processing perspective, marketing analyses consumer behaviour by employing a psychologically grounded concept of attitudes Balderjahn ; Ronis, Yates et al.

It is consumer attitudes that are usually named as the major factor in shaping consumer behaviour and a wealth of studies is available on the topic of how attitudes can predict behaviour.This paper reviews the existing literature on customer satisfaction measurement and provides the theoretical background for the development of a number of tools to help the community services industry in Queensland measure customer satisfaction.

”Life cycle approaches to sustainable consumption”, AIST Customer satisfaction: review of literature and application to the product-service systems Ms. Oksana Mont Mr. Andrius Plepys International Institute for Industrial Environmental Economics, Lund University [email protected] This.

Customer satisfaction: review of literature and application to the product-service systems Final report to the Society for Non-Traditional Technology, Japan Oksana Mont Andrius Plepys Research Associates International Institute for Industrial Environmental Economics at Lund University P.

O. Box Tegnersplatsen 4 SE- 00 Lund Sweden Phone. Customer satisfaction: review of literature and application to the product-service systems Ms. Oksana Mont Mr. Andrius Plepys International Institute for Industrial Environmental Economics, Lund University Kano model of customer satisfaction, the Innovation diffusion of Rogers, the service quality model of Grönsroos, and.

Mont, O & Plepys, A , Customer satisfaction: review of literature and application to the product-service systems. Society for Non-Traditional Technology, Japan.

Customer satisfaction review of literature and application to the product-service systems

Society for . Customer Satisfaction and Loyalty: A Literature Review in the Perspective of Customer Relationship Management Choi Sang Long* and Raha Khalafinezhad Faculty of Management & HRD, Universiti Teknologi Malaysia, Johor Bahru, MALAYSIA CRM systems are operated as integral.

A Literature Review On Customer Satisfaction