Study goals
The main objective of this article is to review the literature on PSS through different databases and magazines. In order to contribute to the search for scientific information for the adoption of a PSS, this article seeks to provide a review of the definitions of PSS, present the methodologies and tools for its application and analyze real cases of application in the manufacturing industry, focusing on in the automotive industry and in the repair chain.
Relevance / originality
PSS brings new business opportunities, challenging consumption paradigms, together with reduced material and energy consumption or circular economy. In addition, a better collection of information purchased by the PSS offer opens the opportunity to improve reliability and maintenance operations, allowing the differentiation of competitors with the innovation brought to meet the needs.
Methodology / approach
Through a literature review, a theoretical essay was conducted, clarifying the research subject to be reviewed; Review and selection of methodologies for servitization and the Ability to analyze PSS methodologies to overcome barriers of adoption and implementation of PSS.
Main results
For many companies, customer satisfaction is achieved primarily through satisfactory services, which can improve customer loyalty and, consequently, repeat purchase.
Theoretical / methodological contributions
The literature contributes to the maintenance of the automotive industry and shows that the transition to more services is an interactive process, maintaining an important part of the product's activities for the main manufacturers. The automotive industry created value in its offerings through technical development of product performance, with first mass production, then mass customization and general improvement of tangible assets.
Social / management contributions
New mobilities in the use of cars are emerging and participate in this environment that are continually increasing. Car sharing, rental and leasing represent several case studies from the review, and other new forms of mobility emerging prove that the motivations may be different. As a summary, specific requirements for the adoption of PSS in the automotive industry, related to car manufacturers in a maintenance process, should be studied according to three main issues: changing the conceptual model to define the offer; manage cross-service implication; and manage information usage.