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Published in:
2011 | OriginalPaper | Chapter
Integrating PSS Design Methods with Systems for Customer Value Management and Customer Satisfaction Management
Authors : Amir Taabodi, Tomohiko Sakao
Published in: Functional Thinking for Value Creation
Publisher: Springer Berlin Heidelberg
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Manufacturers today are increasingly focusing on services and concepts such as Product Service Systems (PSS) and Integrated Product Service Engineering (IPSE) have been getting more attention. On the other hand, there are various existing methods/systems in companies. Some aim at managing customer value or/and customer satisfaction. Based on some empirical results obtained from an attempt to design PSS at a manufacturer in Sweden Customer Received Value (CRV) is defined as an index to integrate Customer Value Management (CVM) and Customer Satisfaction Management (CSM). The results reveal the benefits of using PSS as an approach to manage CVM and CSM.