Towards the assessment of the value-in-use of product-service systems: A review

  • Macdonald E
  • Martinez V
  • Wilson H
  • 23

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Abstract

Amongst manufacturers in particular, the embedded value perspective of value predominates, in which value is regarded as built into goods or service processes. Given the mixed record of such product/service attribute measures in predicting organisation performance, and the increasing bundling of products and services into product-service systems, we propose a change of emphasis to the assessment of value-in-use. We derive propositions that value emerges during consumption, is assessed in the customer’s space and not the provider’s, is processual, and is situational. Moving customer insight towards value-in-use measures will, we argue, aid management control as well as product-service pricing and design

Author-supplied keywords

  • product-service systems
  • service-manufacturing mode
  • servitization

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Authors

  • Emma K Macdonald

  • Veronica Martinez

  • Hugh N Wilson

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