@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},
	}