Product-Service Systems for Increasing Customer Acceptance Concerning Perceived Complexity

This paper investigates the potential of product-service systems (PSS) to increase customer acceptance concerning interoperability. First, a literature review investigates and analyses the influences of interoperability on customers and users. Based on the identified aspects like technical compatibility, technical infrastructure and the level of market penetration, we propose an approach for designing PSS to increase customer acceptance. We found three levels of PSS´ potentials: strategic issues, the business model and additional services. These potentials of PSS facilitate influencing the effects on customer due to lacking interoperability as well as supporting and undertaking customer processes.