Consumer acceptance of product‐service systems: Designing for relative advantages and uncertainty reductions
Abstract
Purpose Product‐service systems (PSS) could potentially benefit consumers, but empirical studies of business‐to‐consumer PSS solutions have been scarce. The purpose of this paper is to identify conditions for consumer acceptance, and propose a methodology for PSS development. Design/methodology/approach Factors influencing consumer acceptance of PSS are investigated through focus groups and individual interviews, and elaborated in relation to theory from user acceptance and innovation adoption literature. Procedures for conceptual development of PSS are then proposed, based on methodology adapted from user‐centred design. Findings The two factors “impact on everyday life”, and “uncertainties” in anticipating such consequences were repeatedly brought up by participants. PSS affect consumers through practical implications for the activities they engage in. This goes beyond the service encounter, is highly complex and case specific why development processes should include iterative studies with consumers. Research limitations/implications The studies use hypothetical PSS offers. Validation and refinement of the proposed methodology would require application in commercial development projects. Practical implications The proposed methodology is expected to support requirements elicitation, and facilitate early stages of PSS development. Originality/value This paper presents empirical findings regarding consumer acceptance, and provides a detailed analysis of factors that are centr…
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The transition to PSS might come with new underlying responsibilities that create a conflict between the parties involved.
“However, the transition to PSS might also come with new underlying responsibilities that create a conflict between the parties involved (Rexfelt and Ornäs 2009, 687;Akbar and Hoffmann 2018;Nyvall et al. 2023).”
From Servitization for a Circular Economy in Construction (2025) · cites this paper as Rexfelt and Ornäs 2009, 687
Variable needs was a reason avoiding ownership.
“The authors also conclude that variable needs was a reason avoiding ownership (Rexfelt and Ornäs 2009, 687).”
From Servitization for a Circular Economy in Construction (2025) · cites this paper as Rexfelt and Ornäs 2009, 687
Business models based on leasing may promote efficiency, maintenance and repair, and improved training.
“Business models based on leasing may promote several gains: efficiency, maintenance and repair, and improved training (Sakao et al. 2011) as part of relationship marketing (Rexfelt and Ornäs 2009).”
From Servitization for a Circular Economy in Construction (2025) · cites this paper as Rexfelt and Ornäs 2009
There is a shortage in knowledge about servitization, especially regarding the customers' perspective.
“Despite differences in interpretation of the servitization concept, researchers agree that there is a shortage in knowledge about servitization (Lodefalk 2013;Rexfelt and Ornäs 2009), especially regarding the customers' perspective.”
From Servitization for a Circular Economy in Construction (2025) · cites this paper as Rexfelt and Ornäs 2009
The results partly correlate and partly contradict Rexfelt and Ornäs's argument that customers' acceptance of PSS depends on uncertainty reduction and relative benefits.
“An interesting finding is that the results from this study partly correlate and partly contradict with Rexfelt and Ornäs (2009) argument that the customers' acceptance of PSS is depending on uncertainty reduction and relative benefits.”
From Servitization for a Circular Economy in Construction (2025) · cites this paper as Rexfelt and Ornäs (2009)
The results support Rexfelt and Ornäs's argument that uncertainty has an effect on customers' acceptance of PSS.
“The results of the study, therefore, support Rexfelt and Ornäs' (2009) argument that uncertainty has an effect on the customers' acceptance of PSS.”
From Servitization for a Circular Economy in Construction (2025) · cites this paper as Rexfelt and Ornäs' (2009)
Cites
From Intentions to Actions: A Theory of Planned Behavior
Ajzen, I. (1985) · Action Control · doi:10.1007/978-3-642-69746-3_2 · Cited by 19,057 · see citing works
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Servitization for a Circular Economy in Construction
Mark‐Herbert, C., Berg, E., Aldberg, J., & Roos, A. (2025) · Business Strategy and the Environment · doi:10.1002/bse.4218 · Cited by 7 · see citing works
- Authors
- Rexfelt, O., & Hiort af Ornäs, V.
- Affiliations
- Chalmers University of Technology (SE)
- ORCID
- Rexfelt, Oskar
- Venue
- Journal of Manufacturing Technology Management
- Publisher
- Emerald
- Published
- 2009-06-05
- Volume
- 20
- Issue
- 5
- Pages
- 674-699
- ISSN
- 1741-038X (ISSN-L)
- OpenAlex
- W1966779952
- Cited by
- 189
- References
- 1
- Citations by year
- 2026: 2 · 2025: 9 · 2024: 12 · 2023: 13 · 2022: 14 · 2021: 17 · 2020: 15 · 2019: 20 · 2018: 23 · 2017: 16 · 2016: 14 · 2015: 12 · 2014: 4 · 2013: 10 · 2012: 3
- FWCI
- 8.30
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Manufacturing Technology Management (publishedVersion)
- Topics
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Social Sciences › Business, Management and Accounting › Strategy and Management › Sustainable Supply Chain Management
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Keywords
- product-service systems, consumer acceptance, B2C, user acceptance, innovation adoption, user-centered design, requirements analysis, impact on daily life, uncertainty
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