What uncertainty?: Further insight into why consumers might be distrustful of product service systems
What uncertainty?: Further insight into why consumers might be distrustful of product service systems
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什么不确定性？：进一步洞察消费者为何不信任产品服务系统
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发表时间：
2012
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影响因子：
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通讯作者：
M. Catulli
中科院分区：
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作者：
M. Catulli
-本文的目的是遵循Rexfelt和Hiort af Ornas于2009年在JMTM上发表的一篇论文，该论文涉及消费者对产品服务系统（PSS）的接受程度。这个主题很重要，因为它是一种可持续的商业模式。建议消费者对PSS是否适合他们的需求的不确定性可以使用现有的管理工具，如SERVQUAL，一个衡量顾客满意度和感知质量的工具，进一步探索。-这项由英国科学院支持的研究对两类受访者进行了定性研究：可归类为生态高效PSS提供商的企业；和消费者。供应商接受了结构化的深度访谈，受访者是代表汽车俱乐部的行业协会Car Plus的政策总监查斯·鲍尔先生和最大的汽车俱乐部公司Streetcar的董事乔纳森·汉普森先生。汽车俱乐部可以被认为是一种生态高效的PSS。消费者被分为四个焦点小组（共20名参与者）。在两个焦点小组中使用的提问路线将参与者的注意力集中在两种类型的生态高效PSS提供上：一种是以汽车共享服务为代表的，例如第2节提到的城市汽车俱乐部和街车提供的服务；另一种是假想提供一系列产妇设备和服务，如婴儿车、婴儿汽车座椅、旅行帆布床等。纳入这一“假设”条款的灵感来自于Mont等人在瑞典进行的一项研究：消费者原则上赞成PSS条款；然而，他们担心这种规定是否会达到他们的期望。这些担忧是，PSS可能在保证、可靠性、反应能力、同情和有形组成部分方面表现不佳。PSS对消费者的吸引力在于作为产品和服务的“捆绑”，其中产品可以替换以适应消费者的需求。业务经理和决策者将需要设计沟通，向消费者保证PSS提供符合SERVQUAL量表规定的要求。本文确定了服务质量测量工具SERVQUAL对产品服务系统（PSS）的适用性，并扩展了关于消费者接受PSS的知识。
– The purpose of this paper is to follow a paper by Rexfelt and Hiort af Ornas published in JMTM in 2009, which dealt with consumer acceptance of product service systems (PSS). This topic is important as it is a sustainable business model. It is proposed that the uncertainty consumers have towards the suitability of PSS to their needs can be further explored using existing management tools such as SERVQUAL, a tool to measure customer satisfaction and perceived quality., – This study, supported by the British Academy, utilized qualitative research on two types of respondents: businesses that can be classified eco‐efficient PSS providers; and consumers. The providers were administered structured in‐depth interviews, and the respondents are Mr Chas Ball, Director of Policy at Car Plus, a trade association representing car clubs, and Mr Jonathan Hampson, Director of Streetcar, the largest car club company. Car clubs may be considered a type of eco‐efficient PSS. Consumers were involved in four focus groups (20 participants in total). The questioning route used in the two focus groups focused the attention of the participants on two types of eco‐efficient PSS provision: one represented by car‐sharing services, such as the ones provided by City Car Club and Street Car, mentioned in section 2; the other was an hypothetical provision of a bundle of maternity equipment and services, such as baby prams, baby car seats, travel cots and similar. The inclusion of this “hypothetical” provision was inspired by a study conducted in Sweden by Mont et al., – Consumers are favourable to PSS provisions in principle; however they have concerns on whether this type of provision will live up to their expectations. These concerns are that the PSS might not perform satisfactorily in terms of its assurance, reliability, responsiveness, empathy and tangible components. The attractive aspect of PSS to consumers is as a “bundle” or products and services where the product can be replaced to accommodate consumers' needs. Business managers and policy makers will need to devise communications to reassure consumers that PSS provision meets the requirements set out by the SERVQUAL scale., – This paper identifies the applicability of a service quality measurement tool, SERVQUAL, to product service systems (PSS) and it extends the knowledge on consumers' acceptance of PSS.