@article{(Open Science Index):https://publications.waset.org/pdf/10002263, title = {A Framework to Assess the Maturity of Customer Involvement in the Service Design of Product-Service Systems}, author = {Taghreed Abu-Salim}, country = {}, institution = {}, abstract = {This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business-to-business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to highlight the strengths and weaknesses for each criterion. To develop the customer involvement framework, an extensive literature review related to service design, result oriented product-service system (PSS) and customer involvement in service design was carried out. Key factors that significantly influence customer involvement from industry and literature were identified to develop the framework. A major contribution of the developed framework includes a hierarchy of appropriate criteria for assessing customer involvement in the service design process within results oriented PSS; the definition of four maturity levels which are suitable to describe the whole spectrum of customer involvement in the service design process; and finally, The paper concludes by enabling service providers to: take proactive decisions; screen and evaluate new services; improve perceived service quality; and provide barriers against imitation.}, journal = {International Journal of Economics and Management Engineering}, volume = {9}, number = {8}, year = {2015}, pages = {2843 - 2849}, ee = {https://publications.waset.org/pdf/10002263}, url = {https://publications.waset.org/vol/104}, bibsource = {https://publications.waset.org/}, issn = {eISSN: 1307-6892}, publisher = {World Academy of Science, Engineering and Technology}, index = {Open Science Index 104, 2015}, }