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Aligning Product-Service Offerings with Customer Expectations

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Serviceology for Designing the Future (ICServ 2014)

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Abstract

The rapid servitization of the market calls heavy-truck companies for the development of a proper Product-Service (PS) portfolio able to capture customer requirements and needs. In such a context heavy-truck companies are required to monitor strictly customer attitude towards services. The control of the importance given to service quality determinants can be critical to dynamically verify and optimize the completeness and consistency of existing service offerings. An empirically-based typology, built upon an extensive survey involving about 1.000 Italian heavy-truck customers, shows the existence of different types of customers having a different awareness towards service quality determinants that, in turn, can influence their orientation towards PS offering choices.

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Author information

Authors and Affiliations

  1. CELS – Research Group on Industrial Engineering, Logistics and Service Operations, University of Bergamo, 24044, Dalmine (BG), Italy

    Paolo Gaiardelli, Giuditta Pezzotta & Barbara Resta

  2. Department of Economics and Business, Eastern Piedmont University, Novara, Italy

    Lucrezia Songini

Authors
  1. Paolo Gaiardelli
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  2. Giuditta Pezzotta
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  3. Barbara Resta
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  4. Lucrezia Songini
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Corresponding author

Correspondence to Paolo Gaiardelli .

Editor information

Editors and Affiliations

  1. Graduate School of System Design and Management, Keio University, Yokohama, Japan

    Takashi Maeno

  2. Graduate School of Entrepreneurship, Tokyo University of Technology, Tokyo, Japan

    Yuriko Sawatani

  3. The University of Tokyo, Kashiwa, Japan

    Tatsunori Hara

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Gaiardelli, P., Pezzotta, G., Resta, B., Songini, L. (2016). Aligning Product-Service Offerings with Customer Expectations. In: Maeno, T., Sawatani, Y., Hara, T. (eds) Serviceology for Designing the Future. ICServ 2014. Springer, Tokyo. https://doi.org/10.1007/978-4-431-55861-3_39

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  • DOI: https://doi.org/10.1007/978-4-431-55861-3_39

  • Publisher Name: Springer, Tokyo

  • Print ISBN: 978-4-431-55859-0

  • Online ISBN: 978-4-431-55861-3

  • eBook Packages: EngineeringEngineering (R0)

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