Consumer acceptance of product-service systems Designing for relative advantages and uncertainty reductions

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 central to PSS acceptance. It also introduces methodology for description and analysis of the complex consequences a solution may have from a consumer perspective.