Product-Service Systems for Increasing Customer Acceptance Concerning Perceived Complexity

This paper investigates the potential of product-service systems (PSS) to increase customer acceptance concerning perceived com-plexity. First, a literature review was conducted to investigate the influences of perceived complexity on the customer and user. We analyzed aspects like price complexity or availability of product information. Based on those aspects, we investigated if PSS-design supports to increase customer acceptance and we found three levels of PSS’ potential: strategic issues, the business model and additional services. A case study from automotive industries applies our approach and three concepts to increase customer acceptance were built.     «

This paper investigates the potential of product-service systems (PSS) to increase customer acceptance concerning perceived com-plexity. First, a literature review was conducted to investigate the influences of perceived complexity on the customer and user. We analyzed aspects like price complexity or availability of product information. Based on those aspects, we investigated if PSS-design supports to increase customer acceptance and we found three levels of PSS’ potential: strategic issues, th...     »