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Prioritizing customer requirements in a product-service system (PSS) context

机译：优先考虑在产品 - 服务系统（PSS）上下文中的客户需求

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Purpose - Product-service systems (PSSs)'s popularity has expanded significantly throughout recent years. The purpose of this paper is to integrate products and services to achieve functional results that augment the offering's value. Nevertheless, the intangibility of services hinders the diffusion of PSSs: services are characterized by imprecisions and ambiguities that render the assessment and prioritization of customer requirements problematic. An inadequate evaluation of the latter leads to an inconsistent PSS design that results in the customer dissatisfaction. Design/methodology/approach - To address these concerns, the paper proposes an approach integrating the quality function deployment for product-service systems (QFDforPSS) method with Thurstone's Law of Comparative Judgments. This approach was tested at a manufacturer in the medical sector seeking to improve his market stance through a PSS model. Findings - Although the case study is based on a limited sample, the results achieved highlight the importance of the flow of information between the PSS provider and the customers (i.e. the PSS receivers) in the healthcare sector. The proposed approach can facilitate the company in collecting information even in the case of incomplete answers to surveys and questionnaires providing a practical method to handle the uncertainty due to incomplete data. Originality/value - The study represents one of the first applications of the PSS approach in the healthcare sector, introducing a novel integration of easy-to-use management tools to augment the understanding of customer needs and expectations.
机译：目的 - 近年来，产品 - 服务系统（PSSS）的受欢迎程度显着扩展。本文的目的是整合产品和服务，以实现增强产品价值的功能结果。尽管如此，服务的无形性阻碍了PSSS的扩散：服务的特点是不精确和含糊不形，使客户要求的评估和优先级有问题。对后者的评估不足导致不一致的PSS设计，导致客户不满。设计/方法/方法 - 为了解决这些问题，本文提出了一种对与Thursthone的比较判断法定义了产品 - 服务系统（QFDForpss）方法的质量函数部署方法。这种方法在医疗领域的制造商中进行了测试，寻求通过PSS模型改善他的市场立场。调查结果 - 虽然案例研究基于一个有限的样本，但结果突出了PSS提供商与客户（即PSS接收器）之间信息流程的重要性。拟议的方法可以促进公司即使在对调查和调查问卷的答案不完整的答案的情况下，提供了一种处理不完整数据的不确定性的方法。原创性/值 - 该研究代表了PSS方法在医疗保健部门的第一个应用之一，介绍了易于使用的管理工具的新颖集成，以增加对客户需求和期望的理解。

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