A Customers’ Satisfaction Based Framework for Continuous Development of PSS

Abstract

Customer satisfaction levels have been used by industry to provide valuable insight into the evaluation of products and service quality. However, the levels do not necessarily provide a full picture needed for a full evaluation. This paper analyses published academic research work and industry’s views, and presents a framework that uses customer satisfaction as the main contributor towards the state of “total contentment”, to measure performance and develop product service systems (PSS) within industry. Additional parameters such as customer loyalty and retention are included in the proposed framework, providing a full overview in how customers’ “total contentment” can be determined.