DESIGN FOR CONTINUOUS USE OF PRODUCT-SERVICE SYSTEMS: A CONCEPTUAL FRAMEWORK

• Published in: Proceedings of the Design Society Vol. 1; pp. 983 - 992
• Main Authors: Nemoto, Yutaro, Dhiman, Hitesh, Röcker, Carsten
• Format: Journal Article Conference Proceeding
• Language: English
• Published: Cambridge Cambridge University Press 01.08.2021
• Subjects: Design
• ISSN: 2732-527X; 2732-527X
• DOI: 10.1017/pds.2021.98

Abstract Product-service systems (PSSs) have attracted researchers in engineering design for the past decades. Recent advances in digital technologies have expanded the potential functionalities that PSSs could deliver and designers' repertoire of tools and techniques to make new value propositions. The key to the success of new value propositions is to achieve customer acceptance and continuous use. However, little is known about the precise routes by which customers accept and use PSSs over time and its dynamics. This conceptual study aims to provide an enhanced view of customer acceptance and continuous use of PSSs by integrating multiple theories and literature streams. In this paper, we suggest three propositions based on the key concepts found in our literature review—well-being, trust and control—, and illustrate a conceptual framework that represents the dynamics of customer acceptance and continuous use of PSSs. Based on the proposed framework, we outline further research questions that could advance our knowledge about design for continuous use of PSSs.